Summary
Overview
Work History
Education
Skills
Timeline
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Brandi Wright

Melissa,TX

Summary

Dynamic leader with a proven track record at Samsung, adept in staffing coordination and problem-solving. Excelled in enhancing customer service processes and achieving significant cost savings. Skilled in training and mentoring, with a knack for identifying and implementing efficient operational solutions. Expertise in metric tracking and regulatory compliance ensures optimal performance and compliance.

Overview

8
8
years of professional experience

Work History

Mail-in Customer Service Manager

Samsung
Plano, TX
04.2023 - Current
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Facilitated collaboration among departments to address intricate problems.
  • Compiled reports outlining quarterly goals and KPIs progress.
  • Coordinated with vendors to troubleshoot hardware-related issues impacting firewall operations.

Executive Assistant, Operations

Flexport
Plano , TX
04.2022 - 03.2023
  • Provided full administrative support for three executives: Global Head of Ocean Business Unit, Vice President of Control Tower and Data Services, and Vice President of Operations, Americas.
  • Participated in frequent communication with other administrative team members, human resources, and the finance department on special projects and events.
  • Reconciled invoices for the companies' outsourced customer support teams for 2021 and 2022, and discovered a duplicate payment of $67,000 in 2021, which resulted in a credit memo.
  • Negotiated initial setup fees from $1,600 down to $500 per new agent, resulting in company cost savings.
  • Processed a 5 million PO for 2023, with backup of an executed MSA, SOW, and estimated headcount for the full year, broken down month over month for an accurate view of company spend.
  • Documented and implemented new processes with the customer support leadership team by separating OT costs, employee incentives, etc., for accurate labor spend. Monthly meetings with the leadership to review agent scorecards, performance, and address any agent team transition to lower OT costs.

Operations Coordinator

Samsung
Plano, TX
04.2021 - 04.2022
  • Project managed onboarding and implementing a new customer experience management platform called Sprinklr.
  • Researched and fully onboarded a new U.S. packaging distributor who manufactured all mail-in repair boxes for phones, watches, and earbuds. By doing so, the company reached a cost savings of $2.00 per box.
  • Reconciled and processed monthly invoices from multiple call centers and contracted repair center representatives using ERP systems.

Executive Assistant

Samsung
Plano, TX
07.2018 - 02.2021
  • Prioritized Vice President's schedule to focus time on critical strategic issues.
  • Compiled executives’ expense reports, reconciled credit card statements, and submitted billing details.
  • Secured cost-effective agreements by partnering with third-party service providers.
  • Executed special objectives and projects in response to executive team and board member requests.
  • Processed executive subscriptions, license renewals, continuing education requirements, and membership renewals.

Executive Assistant

WorldVentures - Travel
Plano, TX
11.2016 - 06.2018
  • Orchestrated detailed scheduling and calendar management for Chief Technology Officer and Vice President of Engineering.
  • Created budget management system for department.
  • Established organization systems for invoices, legal contracts, and other critical paperwork.
  • Collaborated on organizing logistics to accommodate visiting executives.
  • Designed engaging workplace programs enhancing team connectivity while promoting retention among 100+ staff members.

Education

Bachelor of Science - Healthcare Administration

Dallas Baptist University
Dallas, TX
12-2013

Skills

  • Staffing coordination
  • Training and mentoring
  • Complaint resolution
  • Metric tracking
  • Regulatory compliance
  • Problem-solving

Timeline

Mail-in Customer Service Manager

Samsung
04.2023 - Current

Executive Assistant, Operations

Flexport
04.2022 - 03.2023

Operations Coordinator

Samsung
04.2021 - 04.2022

Executive Assistant

Samsung
07.2018 - 02.2021

Executive Assistant

WorldVentures - Travel
11.2016 - 06.2018

Bachelor of Science - Healthcare Administration

Dallas Baptist University

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Brandi Wright