Brianna Thorpe Email & Phone Number

• Lead and develop a group of Care team members to ensure the team has all the skill and toolsets necessary to thrive and provide world-class customer service• Define and implement new processes and procedures in cooperation with the Director of All Access Care to operationalize the ongoing effectiveness of the Care team’s function• Create an inspiring team environment with an open communication culture • Set clear team goals in conjunction with the Director of All Access Care• Monitor team performance and report on metrics – provide Director of All Access Care with regular assessments of team progress • Discover training needs, provide coaching, and manage performance issues in cooperation with the Director of All Access Care

Co-lead and manage Producer team, with 11 direct reports, in addition to Producer and Producer II responsibilities.

•Conducted training overview of Microsoft Teams for consultant team to ensure a baseline knowledge of the platform, and field consultant and producer questions on an ongoing basis•Collaborate with other Producer IIs and team coaches to create and upkeep Platform Guide documents, as well as answer questions from teammates in the Team Chat•Co-lead development and execution of team building activities to promote cohesiveness among a completely remote team•Assist in training new hires through a shadowing process

•Provide technical support as well support client engagement during live online webinars via chat, text, or phone support•Assist facilitators with administrative tasks such as capturing participant comments and distributing digital participant materials if needed•Provide feedback to improve the webinar experience for participants and facilitators•Provide additional support to All Access Care team for tasks such as All Access Pass setup and processing workshop rosters and evaluations•Correct and approve timecards for 30 hourly employees on a bi-weekly basis

Buffalo/Niagara, New York Area

• Helped bridge the achievement gap for students living in underserved communities through tutoring and mentoring• Assisted students in kindergarten through 2nd grade with English language arts, math, and social-emotional learning through classroom and small group intervention•Successfully transitioned to remote service, assisting with one hour of live instruction for each class every day• Collaborated with fellow AmeriCorps Members as well as City Year Buffalo Staff to enrich Corps member experience through appreciation events and newsletters• Planned sessions during Leadership Development days to encourage Corps member engagement

•Demonstrated exceptional customer service through daily patient contact, active listening skills, and conflict resolution•Managed and organized the front desk area to streamline check-in/check-out process as well as in person or on phone requests for information •Scheduled patient appointments to meet patient needs as well as exceed monthly patient goals•Maintained two separate patient databases with updated and correct contact information, appointment notes, and patient balances•Onboarded and trained three additional receptionists

• Worked in cooperation with Assistant Managers to coordinate the efforts of up to twenty student employees• Oversaw aspects of the meal service and perform routine tasks related to the preparing and serving of foodDuring my time as a Student Coordinator in a University of Michigan Dining Hall, I learned a lot about time management and leadership. As a Student Coordinator, it was my responsibility to ensure the food was in the serving area with proper nutritional information displayed, and that the other student employees were properly prepared for the shift, before the dining hall opened for service. With strict hours of operation, this required prioritization and delegation of tasks in order to provide customers with complete service from open to close. In leading the shift, I also trained newer employees in dining hall policies and ways to provide exceptional customer service.

• Maintained excellent customer relations during high-volume and fast-paced operations through cooperation with coworkers and cooks to ensure quick service and accurate nutrition information• Took initiative to find extra tasks during low-volume times or when scheduled duties are completedDuring my four years as a Dining Service Worker, it was my responsibility to act as the point of contact between the chefs and the customers, relaying information about allergens and nutritional content. In order to ensure the kitchen ran as smoothly as possible, it was also my responsibility to communicate with kitchen staff and management about rushes in business and which food options were most popular. This provided customers with quick and quality service, increasing the likelihood they would return to our dining hall over other options.

Bachelor’S Degree, English Language And Literature, General, 3.51

Activities and Societies: Undergraduate English Association

Master Of Social Work - Msw