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
remote01.2025
IS Advocate Elite -
Accenture
Remote01.2024
Harrisburg Central Community College
Gettysburg, PA01.2019
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