Brittney Brown

Delegated agent assignments based on departmental needs - Utilized CRM and other databases to evaluate agents' daily production patterns (AHT, ACW, FCR, etc.) - Produced and executed team performance strategies to ensure company required targets & goals were being met, and attendance policies were being adhered to - Administered weekly coaching sessions to issue feedback and corrective courses of action to improve team metrics (KPI/CSAT) - Performed all training and on boarding of new agents - Supported customers in escalated call ques - Created standard scripting and verbiage guides for agents struggling with communication during calls - Prepared team status and trend reports to senior management - Motivated agents by providing positive reinforcement and opportunities for advancement when skill sets were mastered

Provided senior level technical support to customers in need of assistance with broken or defective Apple devices - Diagnosed and restored functionality to Apple devices including (but not limited to) iPhones, iPads, Airpods, and Mac Computers - Installed, reinstalled, and modified iOS and MacOS software - Served as Senior Team Lead within the first 7 months of employment by maintaining average performance ratings of 95% or above - Mastered resolving tickets in first attempt without the need to escalate or schedule call backs - Managed technical chat support, as well as iTunes & Tier 2 call ques during peak hours

Generated and processed accurate customer invoices on a monthly basis - Maintained customer contract folders - Prepared bank deposits and processed all customer payments - Monitored accounts receivable aging report to ensure timely customer payments while communicating with managers to ensure overdue invoices were addressed with customers - Assisted in resolving customer inquiries regarding invoicing and payment processing - Performed monthly credit card reconciliation - Performed accounts receivable and vendor invoice reconciliation - Assisted in gathering and compiling data to generate monthly revenue reports as well as other reports relevant to accounts receivable

Mitigated security threats by identifying & evaluating potential breaches - Solicited assistance from law enforcement if necessary - Conducted pre-boarding security screening of passengers and baggage - Responded appropriately to security breaches and emergency situations - Assisted with incident investigations and incident report documentation for management - Adhered to all standard operating procedures to guarantee consistent compliance with company and government regulations - Supported implementation of new security screening procedures in accordance with TSA objectives - Verified vendors and other personnel upon arrival to facility - Monitored entrances and exits to control access and prohibit entry of unauthorized individuals. Maintained logs and records of deliveries, shipments, and vendors, both inbound and outbound.