Open to opportunities

Brianna Clapper

@briannaclapper

Customer support supervisor focused on HIPAA-compliant service quality, coaching teams, and measurable performance improvement.

United States

Message

What I'm looking for

I’m looking for a role where I can lead and coach teams, uphold HIPAA and quality standards, and use data-driven KPIs to improve service—while working in an environment that values precision, accountability, and continuous improvement.

I’m an operations and customer support leader with 6+ years of experience supervising teams and delivering exceptional customer experiences in healthcare. As a Customer Support Supervisor at Conduent, I lead healthcare customer support agents supporting telehealth services, ensuring SLAs and quality benchmarks are consistently met through KPI tracking, QA scoring, and customer satisfaction metrics.

I coach, mentor, and evaluate performance, run onboarding and ongoing training, and manage payroll accuracy, attendance tracking, and scheduling. I also serve as a primary liaison with Amwell, coordinating escalations, updates, and operational communications while maintaining full HIPAA compliance and healthcare privacy standards.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

Conduent

Aug 2023 - Present (3 years)

Supervised a healthcare customer support team for telehealth services, ensuring SLA and quality benchmark performance while coaching agents using KPIs, QA scores, and customer satisfaction metrics.

Team Leadership Customer Support Operations Workforce Management Coaching and Mentoring KPI Tracking QA Customer Satisfaction SLA Scheduling Escalation Management HIPAA compliance Healthcare Privacy Compliance Quality Assurance Conflict Resolution Microsoft Office Word Excel Outlook

Air Traffic Control Trainee

Federal Aviation Administration (FAA)

Mar 2026 - May 2026 (2 months)

Completed intensive federal air traffic control training focused on aviation safety and operational decision-making, including high-volume simulation performance and precision communication.

Air Traffic Control Aviation Safety Problem Solving Precision Communication Situational Awareness Workload Management Regulatory Compliance

Home Health Aide

FirstLight Home Care

May 2022 - Aug 2023 (1 year 3 months)

Provided in-home care for senior clients, supporting daily living activities, transportation needs, and memory care support for dementia and Alzheimer’s disease.

Senior Care Daily Living Activities Transportation Support Dementia Care Alzheimer'S Support Safety and Dignity Focused Care

Caregiver

Elderly Hearts to Hearts

Oct 2021 - Dec 2022 (1 year 2 months)

Provided non-medical personal care and companionship for elderly clients, including household support, meal preparation, and medication/appointment reminders.

Non Medical Personal Care Companionship Household Management Medication Reminders Providing Reminders

Activities Assistant

Orlando Lutheran Towers

Aug 2020 - Apr 2022 (1 year 8 months)

Planned and coordinated recreational and therapeutic activities for senior residents while monitoring physical and cognitive changes and communicating updates to nursing and care staff.

Senior Activities Coordination Monitoring Resident Physical and Cognitive Changes Care Coordination Communication With Nursing and Care Staff

Customer Service Representative

Non-Profit Organization

Dec 2019 - Aug 2021 (1 year 8 months)

Provided customer service support for purchases, rewards programs, and issue resolution, while supporting financial operations such as cash handling and deposits.

Customer Service Purchases Support Rewards Program Support Issue Resolution Product Knowledge Cash Handling Deposits Inventory Management

Cashier Team Lead

Door of Dreams Non-Profit Organization

Mar 2016 - Dec 2019 (3 years 9 months)

Led cashier/frontline operations by training and mentoring new employees and managing inventory and visual merchandising in a fast-paced environment.

Team Leadership Inventory Management Visual Merchandising

Education

Degrees, certifications, and relevant coursework

St. Johns River State College

Associate of Arts, Arts

2018 - 2020

Activities and societies: Dean’s List; Mid-Florida Conference Scholar-Athlete Award; FCSAA All-Academic Team (softball).

Earned an Associate of Arts at St. Johns River State College from 2018 to 2020. Completed coursework and achieved academic recognition including Dean’s List.