Summary
Overview
Work History
Education
Skills
Professional Development And Education
Timeline
Generic

Brittney-Simone Sutton

Dalton

Summary

Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

6
6
years of professional experience

Work History

Service Delivery Operations Team Lead

Accenture
San Angelo
03.2023 - 09.2025
  • Manage a team of up to 35 agents.
  • Monitor and analyze SLAs, improving quality, AHT and customer satisfaction scores.
  • Led nesting wave classes for onboarding agents, increasing process knowledge.
  • Coach agents, focusing on performance, customer satisfaction and process.
  • Review agent calls and cases to identify trends for process improvements on client escalations.
  • Provide technical support to resolve technical issues for agents.
  • Perform supervisor call back requests to resolve member escalated issues.
  • Conduct team meetings to review updates, team metrics and process workflows.
  • Utilize Operata software for data analysis on agent call performance.
  • Facilitate Cybersecurity Fest activities to increase security awareness on the team.
  • Implemented process improvements to streamline workflows and reduce delays.

Customer Service Agent/Open Enrollment Team Lead

eTeams
08.2021 - 02.2023
  • Resolved member inquiries and issues through phone and chat, focused on first-call resolution.
  • Served as a Team Lead during peak Open Enrollment season, managing a team of 25-plus agents.
  • Worked as a Subject Matter Expert, maintaining a working knowledge of client processes.
  • Resolved customer inquiries through phone and email communication.

Customer Service Agent

MCI
01.2021 - 08.2021
  • Assisted customers with scheduling Covid vaccinations.
  • Provided information, resources and support related to Covid vaccinations.
  • Managed customer inquiries through phone and email communication.
  • Resolved customer issues efficiently while maintaining service quality.

Dietary Aide

Manor Care Health Services
11.2019 - 02.2020
  • Prepared food according to orders, following approved procedures.
  • Maintained cleanliness and food storage according to company and health compliance guidelines.
  • Assisted in maintaining clean and organized dining areas for residents.

Night Auditor

Quality Inn
06.2019 - 11.2019
  • Performed data entry, such as balancing accounts and conducting nightly audits.
  • Maintained records of guest accommodations, accounts and payments.
  • Managed nightly financial reports and ensured accurate cash handling.

Education

Ascend Future Leader Development Program -

Accenture
remote
01.2025

IS Advocate Elite -

Accenture
Remote
01.2024

Harrisburg Central Community College
Gettysburg, PA
01.2019

Skills

  • AWS Connect
  • Coaching
  • Data Analysis
  • Data Entry
  • Escalation Management
  • Microsoft Office Suite
  • NICE/IEX WFM Software
  • Operata Software
  • Process Improvement
  • Quality Assurance
  • Root Cause Analysis
  • Salesforce
  • Service Level Agreement (SLA)
  • Tableau
  • Training & Development
  • Team leadership
  • Customer service
  • Process improvement
  • Technical support

Professional Development And Education

  • Ascend Future Leader Development Program, Accenture, 2025
  • IS Advocate Elite, Accenture, 2024
  • Harrisburg Central Community College, 2019

Timeline

Service Delivery Operations Team Lead

Accenture
03.2023 - 09.2025

Customer Service Agent/Open Enrollment Team Lead

eTeams
08.2021 - 02.2023

Customer Service Agent

MCI
01.2021 - 08.2021

Dietary Aide

Manor Care Health Services
11.2019 - 02.2020

Night Auditor

Quality Inn
06.2019 - 11.2019

Ascend Future Leader Development Program -

Accenture

IS Advocate Elite -

Accenture

Harrisburg Central Community College

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Brittney-Simone Sutton