Briana Sosebee
Woodstock
Summary
Experienced and results-driven professional with a strong background in call center management. Recognized for dedication and attention to detail, consistently achieving outstanding results in optimizing operations, improving employee performance, and delivering exceptional customer satisfaction. Skill set includes strategic planning, process improvement, and hands-on involvement in day-to-day operations.
Overview
6
6
years of professional experience
Work History
Client Success Manager
Beyond Finance
07.2023 - Current
- Fosters a culture of excitement and engagement, driving customer-driven results through innovative strategies.
- Continuously evaluates and refines processes to enhance operational efficiency and improve service for both internal stakeholders and external customers.
- Achieved a 4% reduction in attrition over the past six months through targeted retention initiatives.
- Collaborates with cross-functional teams (marketing, sales, customer support) to enhance customer experience and engagement initiatives.
- Creates and monitors key performance indicators (KPIs) to assess the effectiveness of retention strategies and report findings to senior management.
Customer Engagement Manager
Gusto
03.2022 - 07.2023
- Fostered a culture of excitement and engagement to bring out customer-driven results.
- Identified emerging technologies and implement systems to ensure operational excellence.
- Achieved an 8% increase in customer satisfaction over the past year through targeted customer satisfaction initiatives.
- Solicited regular internal and external customer feedback to lead continuous process improvements to the customer experience.
- Maintained high customer satisfaction levels by providing problem-solving resources.
- Led the Customer Experience team by delivering consistent performance evaluations and quality assurance feedback, fostering a culture of continuous improvement and excellence in service.
Customer Experience Manager
Xtend Healthcare
02.2021 - 03.2022
- Improve customer experience quality by studying, evaluating, and re-developing processes and metrics.
- Oversee and assist the Customer Experience group by providing regular performance-related, quality assurance feedback.
- Ensure that productivity levels remain high by distributing reports hourly to monitor the job contribution of every individual.
- Analyze variants in performance or attendance and initiate corrective actions.
Customer Service Supervisor
Pearl Interactive Network
08.2019 - 01.2021
- Maintain high customer satisfaction levels by providing problem-solving resources to agents.
- Oversee and assist the Customer Service agents by providing regular performance-related, quality assurance feedback.
- Assist and resolve any escalated customer service issues or complaints.
- Train and develop Customer Service agents on how to adequately address callers and stay within their metrics goals.
- Ensure quality assurance goals are being met by agents on my team.
- Review and submit payroll for all team employees.
Education
Bachelor Of Business Administration And Management -
Kennesaw State University
Kennesaw, GA05.2021
Skills
- Zendesk
- Salesforce
- Five9
- Zoho
- CXOne
- Jira
- Microsoft Teams
- Payroll
- Customer Service
- FreshDesk
Timeline
Client Success Manager
Beyond Finance
07.2023 - Current
Customer Engagement Manager
Gusto
03.2022 - 07.2023
Customer Experience Manager
Xtend Healthcare
02.2021 - 03.2022
Customer Service Supervisor
Pearl Interactive Network
08.2019 - 01.2021
Bachelor Of Business Administration And Management -
Kennesaw State University
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