Brandi West
Corpus Christi,TX
Summary
Professional operations leader with a consistent track record in optimizing processes and driving impactful results. Proven ability to lead teams, implement strategic initiatives, and adapt to changing environments with ease. Skilled in project management, process improvement, and resource allocation. Known for effective collaboration and delivering dependable outcomes.
Overview
26
26
years of professional experience
Work History
Director of Operations/Client Success
BKTB Group, Inc., DBA MC Austin
01.2018 - Current
- Develop and implement effective sales strategies to achieve sales targets and expand the customer base
- Build and maintain strong, long-term relationships with key clients and potential customers
- Conduct market research to identify selling possibilities and evaluate customer needs
- Prepare and deliver presentations on products and services to customers
- Developing detailed project plans, including timelines, budgets, and resource allocation.
- Tracking progress, managing risks, and making adjustments as needed to keep the project on track.
- Ensuring all project deliverables are completed, conducting post-project evaluations, and documenting lessons learned.
- Negotiate and close agreements with clients, ensuring adherence to established rules and guidelines
- Collaborate with the marketing team to plan and oversee new marketing initiatives
- Provide timely and effective solutions aligned with clients' needs
- Monitor sales results and forecast future sales to upper management
- Handle customer complaints or concerns quickly and professionally to maintain trust
- Lead cross-functional projects, resolving sales and financial issues effectively
- Develop and implement office policies, systems, and layouts to optimize efficiency
- Manage vendor relationships, address emergencies, and oversee purchasing schedules
- Administer accounts receivable/payable, billing, and financial reporting
- Schedule technicians, maintain customer communication, and oversee project management
- Train users and ensure smooth implementation of new processes
- Direct vendor relationships and manage purchasing schedules aligned with production and sales requirements
- Improved operational efficiency by designing systems to align purchasing with production needs
- Enhanced customer satisfaction through proactive communication and issue resolution
- Improved sales closure rates by working closely with the sales team to refine contract terms and address customer concerns
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Developed and executed customer success plans to achieve client goals and critical success factors
- Oversaw post-sales relationships to maximize product value, customer satisfaction, and retention
- Identified up-sell and cross-sell opportunities within the existing customer base
- Resolved escalated client issues promptly and effectively
- Maintained and developed customer success strategies, best practices, and processes
- Collaborated with sales, marketing, and product teams to align strategies and provide customer feedback
- Analyzed customer outcomes through ongoing data collection and feedback
- Lead and managed a customer success team to implement strategies and perform customer success activities
- Provided insights into product development based on customer feedback and behaviors
- Monitored customer health and engagement levels
- Reported on customer status, insights, and trends to internal teams and leadership.
Office Manager
Mercury Communication Services of Austin, LLC
01.1999 - 01.2018
- Provided administrative support to managing partners and installation teams, managing complex contracts and customer relationships
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Supervised daily operations, payroll, accounting, and compliance with tax requirements
- Maintained office efficiency by designing systems and ensuring interdepartmental communication
- Led purchasing efforts, including inventory control and vendor management
- Directed scheduling and dispatch processes for installation and service teams
- Directed accounts receivable/payable, invoicing, and payroll while maintaining adherence to company policies
- Managed daily operations and supported managing partners with administrative, sales, and customer service functions
- Worked with the sales team to finalize contracts and resolve client issues, ensuring successful deal execution
- Supervised sales pipeline processes, maintaining client communication throughout project lifecycles
- Provided leadership in vendor management, purchasing, and inventory control to support sales objectives
- Coordinated scheduling and dispatch for service and installation teams, ensuring seamless project execution
- Directed accounts receivable/payable, invoicing, and payroll while maintaining adherence to company policies
- Key Achievements
- Streamlined accounts management processes, ensuring timely collections and invoicing
- Implemented training programs to improve team performance and operational consistency
- Boosted sales efficiency by optimizing contract management and ensuring timely resolution of client issues
- Enhanced collaboration between sales, operations, and administrative teams to drive revenue growth
Education
High School Diploma -
McNeil Highschool
Austin, TX05.1996
Skills
- MS Office (Word, Excel, Access, PowerPoint, Microsoft Outlook)
- Adobe Acrobat
- QuickBooks, Tiger Paw, Active Campaign, HubSpot
- Project Management
- Time Management
- Adaptability
- Risk Management
- Critical Thinking
- Training
- Strategic planning and execution
- Operations management
- Technical Proficiency
- Organizational Skills
- Problem Solving
- UCaaS knowledge (Ring Central, Spectrum VoIP, NEC, Nextiva, and many more)
Other Significant Experience
- Managed payroll taxes at federal, state, and local levels.
- Extensive expertise in human resources and employee relations.
- Coordinated trade show representation and internal tech meetings.
- Proficient in planning and executing events and special projects.
Timeline
Director of Operations/Client Success
BKTB Group, Inc., DBA MC Austin
01.2018 - Current
Office Manager
Mercury Communication Services of Austin, LLC
01.1999 - 01.2018
High School Diploma -
McNeil Highschool
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