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.

• 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.

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

Activities and Societies: Undergraduate English Association

Master Of Social Work - Msw