Brittany Baca Email & Phone Number

Portland, Oregon Metropolitan Area

Portland, Oregon Metropolitan Area

Lead a team of customer service agents ensuring they provided exceptional support and assistance to customers. I was responsible for setting and meeting performance targets, handling escalated customer inquiries and complaints, training and coaching staff and implementing strategies to improve customer satisfaction and retention. • Talent Development Champion: Coached and mentored agents, resulting in numerous successful internal promotions within the organization.• Performance Driven: Achieved exceptional team performance and fostered a culture of excellence among customer service agents, leading to recognition as a top-performing manager within six months of employment.• Strategic Cross-Functional Collaborator: Partnered with IT, Training, Recruiting, and Operations teams to orchestrate a cohesive approach to new hire onboarding, reducing new hire attrition by 20%.• Architected and Implemented Manager Onboarding: Led the development and execution of a comprehensive Customer Service Manager onboarding plan.• Exceptional Manager NPS: Attained a perfect Manager Net Promoter Score (NPS) of 100 on multiple occasions, showcasing dedication to fostering a highly engaged and satisfied team.

Portland, Oregon, United States

As an Operations Manager at KinderCare Education, I spearheaded efforts to streamline business operations by developing and implementing standardized policies in collaboration with both field and corporate leadership. Leading a team of field support coordinators, I ensured seamless administrative assistance for field leaders while driving ongoing process enhancements to support organizational efficiency and success.• Strategic Labor Management: Engineered a labor management tool, standardizing staffing practices and effecting a 5% reduction in labor costs within a 6-month period.• Dynamic Team Builder: Established and led a new support team, that provided essential administrative support to field leadership.• Collaborative Operational Leader: Collaborated with Operations, Field Leaders, and cross-functional business partners, shaping and executing key business priorities for operational excellence. • Innovative Training: Pioneered a comprehensive training program tailored for new center startups, ensuring a smooth and efficient onboarding process.

Managed cross department special projects to upgrade centers, implement new software, and streamline processes. Managed a team of customer service representatives and monitored call volumes to ensure quick resolution time for any center reported facilities-related needs. Ensured capital projects on budget and proceeding through proper approval channels.• Procurement and Implementation: Played a pivotal role in the procurement process for a cutting-edge facilities management tool. Post-selection spearheaded the implementation and rollout across all 1500+ locations within a 6-month timeframe.• Sustainable Practices Advocate: Elevated the presence of recycling services in nationwide locations by 29% within a single year.• Invoice Processing Efficiency: Achieved a 50% reduction in manually processed invoices within an 8-month period. • Client Onboarding: Cultivated relationships with vendors and clients, successfully onboarding them into the facilities management system.• KPI Standardization: Led the implementation of new standardized Key Performance Indicators (KPIs) for facility coordinators, enhancing performance metrics and ensuring alignment with organizational goals.

Provided administrative support to two Regional Facilities Managers including written capital project scopes, processing capital invoices, and vendors project date follow-up. Created and maintained all training materials for facilities coordinators. Monitored capital spending and updated both field and corporate senior leaders on trends.• Managed a team of peers to produce a monthly facilities newsletter.• Updated and streamlined invoice processing procedures.• Worked collaboratively with both field and corporate partners to restructure capital project processes.

Bachelor Of Arts (B.A.), Human Development, General

Education record

Intermediate Excel