Open to opportunities

Brittney Evans

@brittneyevans

Message

Remote customer service and quality assurance leader focused on results.

United States

Message

What I'm looking for

I seek a remote role in QA or customer service where I can coach teams, improve quality metrics, and deliver training while working in a collaborative, fast-paced environment.

I am a remote customer service and quality assurance professional with hands-on experience in QA monitoring, coaching, team leadership, and training. I prioritize accuracy, clear feedback, and consistent quality to improve agent performance and member experience.

Throughout roles as Quality Assurance Agent, Team Lead, Trainer, and Customer Service Representative, I developed and delivered training materials, facilitated onboarding, conducted calibrations, and implemented coaching to align teams with company and client standards. I handled complex inbound inquiries, processed benefit orders, and used CRM and Microsoft Excel to track and report outcomes.

I am detail-oriented, quick to learn, and comfortable managing multiple priorities in fast-paced, remote environments. I seek opportunities where I can apply my QA and coaching skills to drive measurable improvements in service quality and team performance.

Experience

Work history, roles, and key accomplishments

Quality Assurance Agent

Connexus Resource Group

Sep 2023 - Mar 2024 (6 months)

Monitored agent-member interactions to ensure compliance with company and client standards and delivered coaching that improved agent performance through structured evaluations and calibration sessions.

Quality Assurance Coaching Calibration Performance Management CRM Microsoft Excel Quality Control

Team Lead

Connexus Resource Group

Jan 2023 - Sep 2023 (8 months)

Delegated tasks, set deadlines, monitored team performance, and coached team members to meet goals while resolving training needs and conflicts to improve productivity.

Team Leadership Coaching Performance Tracking Conflict Resolution Task Delegation Reporting Time Management Communication

Trainer

Connexus Resource Group

Jul 2022 - Jan 2023 (6 months)

Facilitated onboarding and training for new hires, developed training materials, and provided ongoing mentoring and refresher training to improve employee performance.

Training Delivery Onboarding Curriculum Development Mentoring Presentation Skills Coaching

Customer Service Representative

Connexus Resource Group

Jan 2022 - Jul 2022 (6 months)

Handled inbound calls for health plan benefits, placed orders via external vendors, troubleshot card issues, processed support tickets, and tracked data to ensure first-call resolution.

Customer Service Order Processing Microsoft Excel Troubleshooting CRM

Housekeeper / Laundry Aide

Wichita Care and Rehabilitation Center

Mar 2018 - Jun 2020 (2 years 3 months)

Provided housekeeping and laundry services for residents, maintaining cleanliness and hygiene standards across facility areas to support patient care.

Housekeeping Laundry Services Time Management Attention To Detail Teamwork

Home Health Aide

Independent Living Resource Center

Jan 2016 - Feb 2018 (2 years 1 month)

Provided in-home care and assistance to clients, supporting daily living activities and documenting care to ensure client well-being and compliance with care plans.

Home Care Documentation Personal Care Communication Time Management

Customer Service Representative

Enterprise Roadside Assistance

Assisted customers with rental vehicle roadside emergencies by dispatching services, documenting accounts, and coordinating service ETAs to resolve issues efficiently.

Dispatch Coordination Problem Solving CRM Service Coordination