Breinna Francis
Carencro
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
9
9
years of professional experience
Work History
Customer Service Manager (CSM)
USAA BANK
12.2022 - Current
- Manage JIRA Service Management platform, workflows, queues, and ticketing
- Develop and maintain knowledge base to address customer inquiries and technical issues.
- Follow and abide by USAA rules to provide exceptional customer service experience using knowledge base (KPI) & LMS
Customer Success Manager
Carenet Healthcare Services
10.2020 - 12.2022
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Provide customer service remove customers from do not call list accordingly.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Operational Manager
Cox Communitcations
07.2019 - 10.2020
- Multitask between multiple screen displays
- Go over team metrics
- Monitor & make sure all team members are assisting customers adequately
- De-escalate customer concerns with a solution
- Live chat support
- Assist customers screen share if needed
- Deal with high call volume of chats
- Assist customers with account services or transfer to appropriate dept.
Talent Acquisition Manager
Louisiana Healthcare Connections
04.2016 - 07.2020
- Partner with department heads and hiring managers to understand their staffing needs and develop strategic recruitment plans.
- Utilize various sourcing methods to identify & attract the perfect candidate for the perfect role
- Schedule interviews, provide feedback to candidates and hiring manager
Education
Bachelor of Science - Business Management
Southern University And A & M College
MBA - Human Resources Management
Southern New Hampshire University
Bachelor of Science - Human Resources Management
University of Louisiana At Lafayette
High School Diploma -
Carencro High School
Skills
- JIRA Service Management
- Onboarding
- Microsoft Excel
- Leadership
- Talent Acquisition
- HRIS
Timeline
Customer Service Manager (CSM)
USAA BANK
12.2022 - Current
Customer Success Manager
Carenet Healthcare Services
10.2020 - 12.2022
Operational Manager
Cox Communitcations
07.2019 - 10.2020
Talent Acquisition Manager
Louisiana Healthcare Connections
04.2016 - 07.2020
Bachelor of Science - Business Management
Southern University And A & M College
Bachelor of Science - Human Resources Management
University of Louisiana At Lafayette
High School Diploma -
Carencro High School
MBA - Human Resources Management
Southern New Hampshire University
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