Open to opportunities

BRITTANY CARTER

@brittanycarter1

Operations-focused call center leader who builds empathetic customer experiences and efficient teams through process and dispatch strategy.

United States

Message

What I'm looking for

I’m looking for a leadership role where I can own customer experience and operations end-to-end—building training and dispatch/process systems, improving omnichannel coverage, and supporting teams in remote/asynchronous environments.

I’m a people-focused operations leader with a strong track record in customer experience, business operations, and team performance. I communicate empathetically and directly, building excellent relationships without sacrificing efficiency or high achievement for my teams.

As a Call Center Operations Manager (Sky Heating, AC, Plumbing and Electrical), I manage on-site and off-site teams, lead Service Dispatch process development and dispatch strategy, and drive call volume and booking rates. I’ve implemented onboarding and training processes, and I’m Nexstar certified in Call Center Management, CSR, Dispatch, and Train the Trainer.

Across my background, I’ve owned omnichannel customer support and e-commerce operations—leading remote teams for chat, email, and social media support; handling escalations, call flow, and real-time coverage; and improving service quality through SOPs and coaching. I’m comfortable operating in both asynchronous and standard communication environments.

I also bring a broader operations and project mindset from field and operational leadership roles, including training teams to federal requirements, leading hiring/coaching/payroll, and building process development and strategy. I enjoy bridging operations, customer success, BPO/SaaS workflows, and AI integrations to deliver reliable outcomes and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Call Center Operations Manager

Current

Sky Heating, AC, Plumbing and Electrical

Apr 2024 - Present (2 years)

Managed on-site and off-site call center teams and led dispatch strategy and process development. Developed onboarding and training, and supported marketing initiatives by driving call volume and booking rates using ServiceTitan Pro, while integrating AI into operations.

Call Center Management Workforce Management Onboarding ServiceTitan Customer Experience BPO Operations Process Improvement

Emergency Medical Technician

OHSU

Jun 2019 - Jun 2020 (1 year)

Ran a lab in a busy outpatient clinic supporting pediatrics, family medicine, and sports medicine. Provided phlebotomy, medical assisting, emergency and sports medicine support, concussion assessment, patient care, and scheduling.

Phlebotomy Medical Assisting Patient Care Concussion Assessment Scheduling Emergency Medicine Support

E-Commerce Operations Supervisor

1-800 Flowers

Jan 2017 - Dec 2019 (2 years 11 months)

Led remote digital-agent teams handling chat, email, and social media support, managing escalations, call flow, and agent scheduling. Oversaw digital order resolution and troubleshooting, and managed omnichannel retail operations across Amazon, Google, and Walmart while building SOPs and training programs.

E Commerce Operations Escalation Management Workforce Scheduling Marketplace Operations SOP Development Training

Field Operations Supervisor

U.S. Department of Commerce

Jan 2009 - Sep 2011 (2 years 8 months)

Managed all field operations for a 150+ person team, including 12 crew supervisors and their teams. Trained employees to federal requirements and oversaw hiring, coaching, payroll, and field strategy, along with project management and process development.

Field Operations Management Team Leadership Payroll Support Project Management Process Development

Call Center Supervisor

MCI

Jun 2005 - Jun 2008 (3 years)

Supervised call center agents in a relay center for the Deaf and Hard of Hearing while ensuring compliance with federal regulations and FCC requirements. Delivered coaching, managed quality assurance, handled customer escalations, and supported corrective actions and performance development.

Call Center Supervision FCC Quality Assurance Coaching And Training Customer Escalation Customer Service Operations Performance Management