Summary
Work History
Education
Skills
Websites
References
Timeline
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Brad Bong

Sacramento,CA

Summary

Versatile and personable customer experience leader with in-depth understanding of ROI and the capability to apply trend knowledge toward strengthening processes and boosting company profits. Talented communicator, planner and customer relationship manager.

Work History

Client Success Manager

Balanced Body
  • Established Client Success function at Balanced Body, implementing scalable KPIs and reporting systems for measuring and enhancing client performance and satisfaction.
  • Designed and implemented internal metrics to track CAC, ROI, and Client LTV, resulting in actionable insights into client performance. This initiative focused on driving a 10% increase in client retention.
  • Spearheaded a rigorous vetting and onboarding process, achieving a 15% reduction in onboarding time and ensuring seamless client integration
  • Built strong trust-based relationships with educators and conducted regular touchpoints, reducing churn risk and ensuring client satisfaction.
  • Utilized financial and statistical models to analyze client performance, driving a 3% boost in the global client network with data-based insights.
  • Collaborated closely with the Curriculum, Business Development, and Client Care teams to ensure that educator programs were aligned with company initiatives and goals.

Customer Success Manager

GlossGenius
  • Reduced customer churn by 10% MoM through strategic account management, data analysis, and proactive client engagement, ensuring high CSATs
  • Enhanced Livestorm webinar operations through the analysis of engagement data, driving a 15% increase in client participation and interaction.
  • Oversaw the successful migration of Customer Success operations to HubSpot CRM, leading to a notable 25% enhancement in both data integrity and operational efficiency.
  • Developed and implemented Customer Success playbooks to enhance team productivity by 25%, ensuring consistent and effective client training and support.
  • Collaborated with Product and Payments teams to create internal process documents, raising operational standards and enhancing cross-departmental workflows.

Team Lead, Loan Servicing Support

Better Mortgage Corp.
  • Subject matter expert in mortgage servicing, ensuring seamless customer transitions post-closure.
  • Revamped and automated customer communications, resulting in a 30% boost in SLAs
  • Led a pilot program that decreased loan overhead expenses and reduced processing time by 12%.
  • Utilized operational data analysis to support decision-making and enhance overall customer satisfaction.

Restaurant Manager

Public Kitchen
  • Managed daily operations and strategic priorities for a Michelin-starred restaurant, resulting in a 20% rise in customer satisfaction
  • Enhanced financial performance by leveraging P&L reports for optimized budgeting and expense control, both on a monthly and yearly basis.
  • Increased employee retention rate by implementing successful recruitment strategies, training programs, and professional growth opportunities
  • Enhanced team performance and service quality by developing innovative training materials.

Assistant Cruise Director

Oceania Cruises
  • Successfully oversaw entertainment operations for a diverse range of events with more than 1,000 attendees, maintaining high levels of satisfaction and engagement
  • Ensured compliance with international maritime regulations through leadership of safety meetings and execution of drills
  • Designed and executed initiatives to enhance crew well-being, resulting in a significant 20% uplift in both morale and productivity.

Education

High School Diploma -

Sacramento High School
Sacramento, CA
05-2003

Skills

  • Customer Needs Assessment
  • Empathetic
  • Account Management
  • Customer Relationship Management
  • Customer Advocacy
  • Client Onboarding
  • Upselling strategies
  • Data Analytics
  • Churn/Risk Mitigation
  • Project Management
  • Metrics-Driven
  • Proficient in Customer Success Software
  • Proficient in CRMs (Hubspot & Dyanmics)

References

  • Amber D'Angelo, 781-856-7176, GlossGenius, Customer Success Manager
  • Kiran Bajwa, 647-628-5222, GlossGenius, Customer Success Manager
  • Matthew Jordan, 413-336-8330, Better Mortgage Corp., Servicing Support Manager

Timeline

Client Success Manager

Balanced Body

Customer Success Manager

GlossGenius

Team Lead, Loan Servicing Support

Better Mortgage Corp.

Restaurant Manager

Public Kitchen

Assistant Cruise Director

Oceania Cruises

High School Diploma -

Sacramento High School

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Brad Bong