Bianca Crump
Location
Houston, TX
Memphis, TN
Education
U
University of Memphis
January 2021 - August 2025
degree
Bachelor's
major
Human Resources
S
Southwest Tennessee Community College
Work Experience
G
Google
Customer Advocate Senior Associate
March 2023 - present
company
Google
title
Customer Advocate Senior Associate
overview
- Implement strategic customer support solutions to reduce resolution times and improve customer feedback scores. Collaborate with cross-functional teams to streamline communication channels and enhance service delivery. leverage data analytics to identify trends and inform service improvements
- Maintained a 97% satisfaction rating over a 12-month period
- Improved team morale and performance by supporting and guiding on complex issues
- Surpassed performance metrics by showcasing dedication to operational excellence
- Fostered cross-functional collaborations to ensure thorough customer support and advocacy
- Drove Quality Assurance (QA) from an average of 65% to 100%, awarded Quality Champion 4 months in a row
F
FedEx
Revenue Agent
May 2021 - February 2023
C
Comcast
Customer Experience Specialist
August 2017 - April 2021
W
Whole Foods Market
Store Lead Baker
July 2015 - September 2017
P
Panera Bread
Manager
May 2009 - December 2015
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Skills
Ability to MultitaskAccountingAccount MaintenanceAccounts ReceivableActive Listening SkillsAttention to DetailAuditing SkillsBakeriesBanking ServicesBilling ProcessesBudgeting SkillsBusiness AdministrationBusiness Process ImprovementCarrying out AssessmentsCash ManagementCatering Activity and Reception OrganisationCommunication SkillsCooking SkillsCoordination SkillsCultural ActivitiesCustomer Account ManagementCustomer Demand PlanningCustomer ExperienceCustomer Relationship ManagementCustomer SatisfactionCustomer ServiceCustomer SupportData AnalysisData Entry SkillsEconomyEmployee OnboardingEmployee RetentionEnvironmental ProtectionExcellence in ServiceExpertise in CommunicationsFood SafetyGoogle DriveHuman ResourcesInnovationKnowledge of BreadsKnowledge of FinanceKnowledge of Purchasing ProcessesLeadershipLiteracyMaintenanceMerchandisingMicrosoft OfficeOperational ExcellencePerformance ManagementPresentationsProblem SolvingProcessing of PaymentsQuality ControlQuality ManagementRevenue Cycle ManagementSafety PrinciplesSalesSales PromotionSelf MotivationService DeliveryService QualityStock ControlStrategic ThinkingStreamlineSupply Chain ManagementTeam WorkingTurnaround TimeUpselling SkillsWorkflows