Annie Brumback
Phoenix,AZ
Summary
I am an encouraging Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. A long background of eclectic experiences has allowed me to not only strengthen in these areas, but build a bevy of skills in conjunction with a lot of lessons in growth and personal development. Professional and social acumen being at the top of my skillset.
I am proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I am a big believer in finding and holding onto personal and company aligned Core Values. As a Manager, I have learned people do not leave companies, people leave Managers. I pride myself in eliciting creative ways to engage individuals and challenge them to their own growth and development by way of a strong work/life balance.
Overview
13
13
years of professional experience
Work History
Operations Manager
OrthoFi
05.2017 - Current
- Oversees two Team Leads and 20 Direct Reports, responsible for timely and accurate benefits verification in the Orthodontic Industry across the country.
- Pseudo Direct the success of 20-40 outsourcing Agents ensuring all staffing strategies, service level agreements and accuracy requirements remain aligned with our US team.
- Creates cohesive team and service culture that have a positive impact on my current Employers goals and objectives, customer satisfaction, and Net Promoter Score.
- Reviews and analyzes team performance and manages staffing levels, prioritization, quality, and productivity.
- Develops strong partnerships across Customer Success and Patient Care teams, and maintains high value relationships to reduce high risk gaps between silo communications.
- Collaborates and leads cross-functionally with other department leaders to define, prioritize and develop projects and programs. Such as bug and Product and Development ideas to enhance user experience within our proprietary platform. Strong collaborative relationships stem from the Product Manager to the COO.
- Develop and execute Department Objective Key Results.
- Determine staffing levels and budgeting by partnering with the Finance Department.
- Determine Merit for each team member and doing so by adhering to a stringent budget.
- Lead a team of well engaged individuals. Have held a long streak of high internal Engagement Scores each round for the last three years.
- YoY hold a rate of 4% or less for Regrettable Attrition.
Customer Success Manager
OrthoFi
05.2017 - 03.2020
- Facilitated organic growth by exceeding KPI’s and service level agreements.
- Responsible for the recruitment, mentorship and development of 12 customer support agents.
- De-escalated and resolves client concerns while setting a clear mission surrounding company core values and competencies.
- Created and optimized key operational procedures resulting in a 12% increase of productivity and 2% growth of client engagement QoQ.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Presented with the “Embrace Change” award honoring the ability to adapt to changing circumstances by viewing challenges as an opportunity for growth.
Account Manager
Golsan Scruggs Insurance
02.2016 - 02.2017
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Built relationships with customers and community to promote long term business growth.
- Managed upwards of 600 accounts.
- Connected with prospective and existing clients to address a broad range of insurance issues.
- Resolved a large number of time sensitive client issues and tasks for mission critical deadlines.
- Earned 2 raises in 6 months by identifying areas of opportunity for growth and leading by example.
Sales Specialist
Wilsonville Toyota
10.2014 - 10.2015
- Generated new leads through networking and cold calling.
- Recognized as being a highly collaborative and ethical team player amongst clients and colleagues.
- Consistently surpassed sales metrics and recognized as a “Top 5 Producer” MoM.
- Developed trust and rapport with prospective buyers by identifying their needs, preferences, and budget.
- Drafted, finalized and submitted paperwork to complete sales.
- Interacted with approximately 10-30 customers daily to provide personalized product guidance, resolve issues and open new accounts.
Customer Service Associate
Equinox
11.2013 - 07.2014
- Displayed a proven ability to communicate professionally with VIP members, including CEOs and pro athletes.
- Demonstrated solid administrative and attention to detail skills to process membership payments and support sales associates with new and current memberships.
- My time here ended as a move back to Oregon due to personal reasons was required.
Account Manager
DaVinci Financial & Insurance Associates
10.2013 - 06.2014
- Built relationships with customers and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Demonstrated outstanding communication skills when speaking with SMB owners.
- Educated clients on products and services based on policy and personnel; company; industry factors; and acceptable risk.
- Exceeded job expectations and spearheaded a successful marketing campaign resulting in overall company growth.
Business Owner
Self Employed Services
06.2011 - 05.2013
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Took the initiative to launch a business focused on helping customers lose weight.
- Learned to manage all aspects of a small business, from customer service to profit and loss and marketing.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Purchasing Assistant
Genoptix
01.2010 - 03.2011
- Reviewed purchasing trends and forecast demand for inventory planning and replenishment.
- Supported the Chief Purchasing Officer, including managing a $10,000 account; overseeing ordering, inventory and the delivery of supplies.
- Performed well on multiple projects, including leading presentations that analyzed the market and potential risks.
Education
Bachelor of Arts - Accounting
Northwest Christian University
Eugene, OR06.2009
Skills
- Multi-Unit Operations Management
- Strategic Partnership
- Project Management
- Relationship and Engagement Building
- Listening and Communication Skills
- Workflow Planning
- Interpersonal Communications
- Microsoft Office Suite Expertise
- Superb Time Management Skills
- Process Improvement
- Business Strategy Development
- High-Pressure Environments
Additional Information
Proficient in Microsoft Office Suite, Salesforce, Tableau, Lattice, Confluence, G Suite, Slack, Zoom, InContact, JIRA, Join-me, cxOne, and more.
Timeline
Operations Manager
OrthoFi
05.2017 - Current
Customer Success Manager
OrthoFi
05.2017 - 03.2020
Account Manager
Golsan Scruggs Insurance
02.2016 - 02.2017
Sales Specialist
Wilsonville Toyota
10.2014 - 10.2015
Customer Service Associate
Equinox
11.2013 - 07.2014
Account Manager
DaVinci Financial & Insurance Associates
10.2013 - 06.2014
Business Owner
Self Employed Services
06.2011 - 05.2013
Purchasing Assistant
Genoptix
01.2010 - 03.2011
Bachelor of Arts - Accounting
Northwest Christian University
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