Brittany Gallup
Kansas City,MO
Summary
Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
6
6
years of professional experience
Work History
Team Lead – Owner and Guest Support
Evolve
03.2024 - Current
- Provide exceptional customer experience by handling escalations and resolving issues quickly and accurately.
- Evaluate processes and procedures with an objective lens to identify improvements and implement effective solutions.
- Review teammate interactions with customers and conduct quality audits to ensure consistent service excellence.
- Train new teammates, support up-skilling, and foster a high-performing team environment.
- Address customer complaints, identify root causes of churn, and strengthen retention strategies.
- Respond to both positive and negative guest reviews with empathy and professionalism.
- Serve in a rotational role collaborating across multiple departments—including Operations, Social Media, Customer Insights, and Quality—to analyze CSAT trends and support initiatives that elevate customer sentiment.
- Partner cross-functionally to resolve review-related concerns, support social media responses, and improve guest satisfaction through data-driven insights.
Guest Support Specialist
Evolve
08.2022 - 03.2024
- Managed clients using multiple interaction channels including calls, live chats, and emails.
- Help clients navigate Evolves systems, policies and processes, in a timely and professional manner.
- Collaborate with teammates across our company to provide timely solutions that support both guests and homeowners.
- Met and exceeded set departmental goals and Service Level Agreements.
Customer Service Specialist
Golden Customer Care
09.2021 - 08.2022
- Served as the face of the company, providing excellent service while building strong customer relationships.
- Worked on sales, account support, and general inquiries.
- Mentored teammates on SLAs, procedures, and best practices, cultivating an open and supportive environment.
Guest Services Specialist
Stanford Hospital
03.2021 - 08.2021
- Supported front staff by screening patients for Covid-19 symptoms.
- Trained new employees on policies, procedures, and patient interaction best practice.
Market Team Lead
Target
06.2019 - 03.2021
- Led a team to create a guest eccentric customer base.
- Maintained and ordered stock for both the sales floor and our warehouse.
- Managed and coached a team of 18 to be successful and self-sufficient.
- Interviewed, hired, and scheduled my team to meet SLA’s, sales goals, and operational needs.
Skills
- Performance monitoring
- Trend tracking
- Work assignment delegation
- Regulatory compliance
- Coaching and mentoring
- Conflict resolution
Timeline
Team Lead – Owner and Guest Support
Evolve
03.2024 - Current
Guest Support Specialist
Evolve
08.2022 - 03.2024
Customer Service Specialist
Golden Customer Care
09.2021 - 08.2022
Guest Services Specialist
Stanford Hospital
03.2021 - 08.2021
Market Team Lead
Target
06.2019 - 03.2021