Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Batista

Toronto,ON

Summary

Forward-thinking Operations Specialist bringing many years of expertise in for industry sector businesses. Critical thinker cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies.

Overview

4
4
years of professional experience

Work History

Care Operations Specialist

Tonal
Toronto, ON
04.2024 - Current
  • Spearheaded launch readiness initiatives through cross-functional collaboration with Business Technology, Logistics, and Field Operations.
  • Facilitated successful integration of new initiatives by liaising with Business Technology, Logistics, and Field Operations.
  • Led a high-performing team of 4 Senior Care Advocates, ensuring successful project execution, quality assurance scores of 95% and above and CSAT scores of 90% and above.
  • Managed the onboarding of a new BPO, including 5 Team Leads and 43 Advocates.
  • Proactively identified and reported trending issues on SaaS, Hardware, and Firmware, collaborating directly with the Software team to diagnose, troubleshoot, and implement effective solutions.
  • Spearheaded the implementation of innovative repair solutions, improving service delivery for Customers, Hospitality Partners, and Commercial Partners.
  • Streamlined operational efficiency by designing and implementing new workflows, then training staff on their effective use.
  • Adept in utilizing a diverse range of software applications, including design (Figma), project management (Jira, Coda), data visualization (Looker), communication (Loom), CRM (SalesForce, WooCommerce), and payment processing (Stripe).

Senior Customer Advocate

Tonal
Toronto, ON
09.2020 - 04.2024
  • Delivered high-quality work, taking ownership of issues and demonstrating a commitment to ongoing learning & development.
  • Captured valuable feedback from frontline interactions, recommending solutions to improve the customer experience.
  • Contributed to content creation, including knowledge base articles, CRM templates, troubleshooting guides, and messaging proposals.
  • Tested new product updates, providing user feedback to ensure optimal functionalities.
  • Managed VIP program customer accounts, overseeing order placement, logistics, and installation.
  • Reported on the program's status to internal stakeholders.
  • Managed Tonal equipment update accounts, coordinating vendor meetings to ensure smooth implementation. Documented training materials and deep dives for comprehensive knowledge transfer.

Education

Bachelor of Arts - English

Toronto Metropolitan University
Toronto, ON
06-2020

Skills

  • Experience in leadership
  • Quantitative skills
  • Project Management
  • Program Evaluation
  • Content management expertise
  • Process Planning
  • Planning and coordination
  • Process Documentation
  • Risk Mitigation
  • System Development

Timeline

Care Operations Specialist

Tonal
04.2024 - Current

Senior Customer Advocate

Tonal
09.2020 - 04.2024

Bachelor of Arts - English

Toronto Metropolitan University

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Brittany Batista