Beca Brents

Operations Supervisor at Consumer Direct Care Network – Wisconsin (2026-06 – Present)

Provide operational leadership and support to frontline teams through coaching, process improvement, and consistent communication.
Partner with leadership teams to implement organizational initiatives, improve workflows, and support successful adoption of new processes.
Develop training resources, documentation, and communication strategies to improve team effectiveness and operational consistency.
Manage competing priorities, timelines, and stakeholder needs while maintaining strong attention to detail and customer-focused outcomes.
Build collaborative relationships across teams through problem-solving, coaching, and clear communication.

Support Broker Supervisor at Consumer Direct Care Network – Wisconsin (2024-01 – 2026-06)

Led daily operations for a team of Support Brokers, providing coaching, workload support, and guidance to ensure consistent service delivery.
Served as a communication bridge between leadership and frontline teams by translating organizational goals into actionable processes.
Managed complex client and stakeholder situations through relationship-building, problem-solving, and solution-focused communication.
Developed training resources and workflow improvements to increase team efficiency and consistency.
Supported employee development through mentoring, onboarding, and ongoing coaching.

Support Broker I–III at Consumer Direct Care Network – Wisconsin (2022-04 – 2024-01)

Progressed through three levels of responsibility within 18 months through strong performance, adaptability, and commitment to service excellence.
Developed and implemented a statewide referral process by creating workflows, coordinating stakeholders, and improving operational efficiency.
Managed high-volume caseloads requiring organization, documentation accuracy, follow-up, and relationship management.
Supported onboarding and training of new employees through mentorship, resource development, and knowledge sharing.
Partnered with families, community organizations, and internal teams to navigate complex situations and provide solutions.

Police Officer at Lake Hallie Police Department | Mondovi Police Department | Roberts Police Department (2017-10 – 2019-08)

Built strong relationships within the community through communication, public engagement, and problem-solving.
Managed sensitive situations requiring professionalism, empathy, and sound judgment.
Conducted investigations, gathered information, documented findings, and maintained accurate records.
Served as primary officer for the "Kids & Cops" community program focused on positive community relationships.

Customer Experience & Hospitality Background (2008-08 – Present)

Developed over 15 years of customer-facing experience in fast-paced hospitality environments, consistently building relationships and creating positive experiences for guests.
Continued working in hospitality alongside full-time professional roles due to a genuine passion for direct customer interaction, service, and relationship building.
Managed diverse customer needs, resolved concerns, and utilized strong communication skills to create trust and maintain positive relationships.
Supported restaurant openings and operational launches by quickly adapting to new environments, processes, and team structures.
Strengthened skills in multitasking, organization, prioritization, conflict resolution, and maintaining exceptional service standards in high-pressure situations.

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