Operational Optimization Specialist

BREANNA “LEXA” NEHRKORN

Customer & Operations Support Professional Escalation Resolution Process & Compliance San Antonio, TX 830-***-**** ********@*****.***

Customer Support & Client Services

Escalation Resolution & Conflict Management

Operations & Administrative Support

Process Adherence & Documentation Accuracy

Enrollment / Program Coordination Multi-Channel Communication

(Phone, Email, Chat, In-Person)

Compliance & Policy Adherence

Data Entry, CRM & Record Management

Team Support & Peer Mentoring

Time Management & Prioritization

Customer and operations support professional with 5+ years of experience in high-volume, people-facing environments. Known for resolving escalations, maintaining compliance, supporting internal teams, and adapting quickly to change. Recognized for emotional intelligence, attention to detail, and reliability in fast-paced settings. CAREER CONTEXT

Experience includes periods of transition, contract-based work, and role changes prioritized for skill development, adaptability, and long-term stability. Roles listed are selected for relevance and impact. CORE SKILLS

Student Support Specialist — ACI Learning, San Antonio, TX (Apr 2022 – Jan 2023) Coordinated enrollment and onboarding, ensuring accuracy and completion of required documentation. Maintained records. attendance records and compliance documentation; generated program and certification Served as primary point of contact across phone, chat, email, and in-person channels. Managed front-desk and administrative operations, including scheduling and stakeholder coordination. Client Support Specialist — Etech Global Services, San Antonio, TX (Jul 2023 – Aug 2024) First inquiries. point of contact for members in a debt resolution program; handled high-emotion and complex Achieved strong first-contact resolution through active listening and problem-solving. Recognized as a peer support resource; adapted quickly to frequent process and policy changes. Senior Account Manager / Customer Account Manager — Alorica Business Solutions, San Antonio, TX (Oct 2019

– Jun 2020)

Provided floor support and guidance to sales agents; assisted with performance improvement. Helped develop call-flow scripts to enhance customer experience and outcomes. Maintained communication with management and clients; supported special projects during disruption. Team Leader / Inbound CSR — Carenet, San Antonio, TX (Dec 2018 – May 2019) Mentored a small group of representatives; provided real-time support and problem resolution. Streamlined information delivery using internal knowledge bases. Delivered high-quality customer service, scheduling appointments and assisting with applications. Benefit Coordinator — Conduit Global, San Antonio, TX (Jun 2020 – Oct 2020)

RELEVANT EXPERIENCE

PROFESSIONAL SUMMARY

Assisted callers with state and government benefit accounts, payment schedules, and delivery methods.

Resolved concerns with empathy and professionalism in high-stress interactions.

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