Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Brandi Sinner

Vancouver,WA

Summary

Experienced strategic leader skilled in enhancing customer satisfaction and loyalty using advanced data analytics and CRM tools. Proficient at developing effective customer engagement strategies and leading cross-functional teams with a strong focus on emotional intelligence and business growth.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Manager, Contact Center Operations & Technology

BowFlex Inc., Formerly Nautilus Inc.
01.2022 - 01.2024
  • Redesigned customer CRM journeys, enhancing personalized interactions and reducing membership churn in addition to hardware returns
  • Led data analysis and system integration using PowerBI, improving operational efficiency and customer satisfaction
  • Developed roadmap for advanced technological solutions, including chatbots, self-help, and live support.
  • Led significant organizational changes by leading implementation of new telephony platform, Greenhouse, TEAMS, and Peakon, enhancing operational efficiency and communication across team.

Sr. Manager, Customer Care& Digital Communications

Nautilus Inc.
01.2019 - 01.2022
  • Directed Direct to Consumer Sales team to achieve record $293 million in revenue through strategic KPI adjustments and enhanced training programs, fostering consultative sales culture that prioritized quality over quantity.
  • Spearheaded transition of Customer Support operations to remote work during COVID-19 pandemic, enhancing workforce flexibility and productivity. Implemented robust virtual training protocols that boosted employee retention and significantly improved service capabilities for customers.
  • Led establishment of dedicated JRNY Support Team to enhance customer support for JRNY App by Bowflex, significantly improving email response times and customer satisfaction.
  • Collaborated with third-party service providers and internal teams to develop new performance scorecards and improve training documentation, which enhanced service quality.
  • Managed comprehensive restructuring of customer support team post-RIF, maintaining high employee engagement and morale, which was reflected in highest departmental scores company-wide.
  • Executed in-depth analysis of third-party vendor performance, leading to strategic termination of underperforming contracts. Redirected interactions to direct sales team, significantly enhancing customer experience and achieving over $60K in annual savings.
  • Took on additional responsibilities for Workforce Management and Customer Support Training, successfully onboarding 6 new classes in Customer Service and Digital Communications.

Direct to Consumer Sales Manager

Nautilus Inc.
01.2016 - 01.2019
  • Skillfully led Direct Sales Contact Center team to achieve $63.5M in revenue during 2018 and $41.2M in 2019 amidst challenging market conditions, successfully managing significant year-over-year reduction in call volume (29.3% in 2018 and 23.3% in 2019). Implemented strategic adaptations and optimizations that maintained revenue flow and operational efficiency despite fewer customer interactions.
  • Spearheaded strategic initiatives to optimize cost management, including transitioning lead capture programs which saved over $60K in fees and proposing reduced hours for sales professionals to enhance operational efficiency.
  • Developed and implemented Sales Pro Conversion scorecard within Call Miner to facilitate comprehensive performance tracking, leading to more targeted coaching and improved sales performance.
  • Collaborated with supervisory staff to design and roll out comprehensive refresher training programs for finance and sales, significantly enhancing capabilities and performance of sales team.
  • Improved Bowflex Protection Plan (BPP) attach rate to ~54% in 2019, contributing solid revenue stream and demonstrating effective sales strategy execution.
  • Successfully managed transition of Customer Service team responsibilities, rapidly scaling up knowledge and performance post-organizational restructuring.

Direct Sales Supervisor

Nautilus Inc., Now BowFlex Inc.
01.2014 - 01.2016
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
  • Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
  • Boosted sales by implementing effective training programs for new and existing employees.

Consumer Relations Supervisor

Nautilus Inc.
01.2012 - 01.2014
  • Managed high-stakes customer issues, enhancing loyalty through effective resolution strategies.
  • Ensured accurate record-keeping of customer interactions and resolutions by implementing robust documentation system.
  • Conducted regular performance reviews, providing constructive feedback and coaching to help employees reach their full potential.
  • Cultivated strong relationships with stakeholders, including internal departments and external partners, ensuring seamless communication regarding customer concerns.
  • Established clear expectations for staff behavior and performance, promoting culture of accountability within team.

Call Quality Analyst

Nautilus Inc., Now BowFlex Inc.
01.2010 - 01.2013
  • Supported strategic implementation of CallMiner speech analytics, aiding in optimization of quality monitoring for 150 agents handling 400,000 annual calls. Assisted in analysis that led to reducing average cost per call monitoring.
  • Prepared and presented data-driven insights to stakeholders, effectively demonstrating value and potential savings of adopting advanced analytics solutions, thereby securing essential stakeholder buy-in for operational enhancements.
  • Collaborated in utilizing speech analytics to extract and analyze data from customer interactions, identifying key areas for improvement in service quality and operational efficiency, and supporting targeted actions to address customer issues effectively.

Education

Some College (No Degree) - Organizational Psychology And Business Management

Clark College
Vancouver, WA

Skills

  • Customer Relationship Management (CRM)
  • Strategic Planning
  • Data-driven Decision-Making
  • Cross-Functional Collaboration
  • Technology Integration
  • Revenue Growth
  • Market Analysis
  • Change Management
  • Stakeholder Management
  • Leadership and Team Development
  • Goal Setting and Achievement
  • Reporting and Analytics

References

References available upon request

Certification

  • Ethics in the Age of Generative AI, LinkedIn - 2023
  • What Is Generative AI?, LinkedIn - 2023

Timeline

Senior Manager, Contact Center Operations & Technology

BowFlex Inc., Formerly Nautilus Inc.
01.2022 - 01.2024

Sr. Manager, Customer Care& Digital Communications

Nautilus Inc.
01.2019 - 01.2022

Direct to Consumer Sales Manager

Nautilus Inc.
01.2016 - 01.2019

Direct Sales Supervisor

Nautilus Inc., Now BowFlex Inc.
01.2014 - 01.2016

Consumer Relations Supervisor

Nautilus Inc.
01.2012 - 01.2014

Call Quality Analyst

Nautilus Inc., Now BowFlex Inc.
01.2010 - 01.2013

Some College (No Degree) - Organizational Psychology And Business Management

Clark College

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Brandi Sinner