Brittany Baca

About Brittany Baca

Hi, I’m Brittany — an operations-minded, data-obsessed, people-first leader with 10+ years of experience driving performance, improving processes, and building high-impact teams. I specialize in connecting strategy to execution by using data and cross-functional collaboration to solve complex operational problems.I thrive in fast-moving environments where I can lead process improvements, scale systems, and empower others to succeed. Whether launching new programs, leading customer support operations, or building onboarding tools from scratch, I focus on long-term efficiency, customer success, and employee engagement.🧠 Core strengths: Strategic operations, KPI analysis, SOP development, CX transformation, talent development, workforce planning, and change management. What drives me? Helping companies grow smarter by aligning people, process, and data—while mentoring others to do the same.And yes, I’m a big Disney fan. I believe magic happens when great teams come together with a clear purpose.Let’s connect if you\'re building something and need a thoughtful, people-centered leader to help make it run better.

Experience

1. Customer Service Manager

   Fieldsheer

   Apr 2024 — Present · Portland, OR, US

   Led and managed the Customer Service team, including hiring, onboarding, training, performance reviews, and day-to-day supervision.Set individual and team goals, tracked KPIs, and created weekly and monthly performance reports.Developed and documented standard operating procedures to enhance customer satisfaction and departmental efficiency.Collaborated cross-functionally with Operations and 3PL partners to ensure timely order fulfillment and resolve shipping or order-related issues.Managed B2C and B2B order processing, while also handling escalated customer inquiries via phone and email with professionalism and empathy.Acted as a key contributor to departmental improvements by spearheading process enhancements and special projects during slower periods.Maintained up-to-date knowledge of products and company policies to ensure accurate and helpful customer support.Consistently contributed to customer retention and satisfaction by proactively resolving issues and turning challenging situations into positive outcomes.

Education

• Warner Pacific College

  Bachelor of Arts (B.A.)

Skills

• Staff Development
• Community Outreach
• Customer Service
• Microsoft Office
• Team Building
• Public Speaking
• Event Planning
• Early Childhood Education