Breann Kramer
Los Angeles,CA
Summary
Customer centric and performance-driven young professional with a demonstrated history of working in the internet startup industry. Skilled in CRM management, technical support, customer retention, training, project management, etc. My 12 years of customer experience have always been dedicated to fostering strong, human connections with our users and our internal teams, all while maintaining professionalism and a desire to continuously push the needle forwards.
Overview
8
8
years of professional experience
Work History
In-Home Caretaker
IHSS In Home Support Services
01.2024 - Current
- Maintain records of patient care, progress or problems to report and discuss observations.
- Document patient status and report any changes in care needs.
- Deliver high level of assistance with cooking, meal preparation, and shopping.
- Care for patients by washing and ironing laundry, cleaning or assisting with personal care.
Senior Implementation Specialist (Contract)
RunLoyal: Pet Software
Remote
05.2023 - 10.2023
- Worked very closely with clients throughout the entire onboarding and implementation cycle, serving as the main point of contact.
- Managed multiple client engagements to ensure successful implementations of software solutions.
- Led interactive customer training sessions via screen-sharing in order to foster a deep understanding and utilization of key features.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Collaborated with stakeholders to drive business strategy based on customer feedback.
Onboarding Specialist
Boulevard
Remote
07.2021 - 11.2022
- Successfully onboarded 150+ new customer locations, with an average close to launch of 34 days, a low churn percentage, and a high CSAT score.
- Served as the main point of contact for Boulevard customers in the customer onboarding journey, technical training, configuration of account settings, and post-launch adoption.
- Successfully managed and launched customers with various complexities, including MedSpa verticals, multi-location accounts, and complex or custom migrations.
- Assisted in customer training workflows, internal documentation of workflows via Confluence, updated customer-facing support articles, and identified and tracked bugs in JIRA.
- Hosted product demos for employee candidates during their interview process.
Customer Experience (Social Media + Abuse)
Depop
Remote
04.2019 - 03.2021
- Worked closely with the reseller community to resolve user issues, delivery and technical mishaps, and Top Seller management, with an emphasis on social media and abuse.
- Utilized Zendesk to address and solve over 100 escalated customer inquiries daily via email, chat, and social media.
- Worked within a small team to completely rework customer abuse reports, creating a long-lasting, permanent effect in the form of templates and improved, customer-centric processes.
- Provided fraud prevention and assessment via Stripe and internal transaction resources.
- Deep understanding of USPS, Royal Mail, and other major mail carriers in order to resolve delivery and shipping issues.
Customer Experience + Asst. Support Operations
Hush, Inc.
Commerce, CA
04.2018 - 01.2019
- High-volume customer support focusing on inbound emails, chats, and social media support via Zendesk.
- Served as a stand-in for support operations, which included ensuring our customer inquiries were distributed correctly and effectively completed by EOD.
- Worked with our warehouse distributor to resolve address and delivery errors daily using Shopify.
- Recognized by management in the form of awards, adopted processes, and internal growth for providing exceptional customer service.
- Consistently strong CSAT and FTR metrics.
Customer Service Representative (Spanish)
Farfetch
Los Angeles, CA
11.2016 - 04.2018
- High-volume inbound call center, with a focus on Spanish-speaking customers in the U.S., LATAM, and EU markets.
- Cross-functional collaboration with delivery teams, partner services, global boutiques, and other Farfetch reps from international offices.
- Abided by quality standards for all customer interactions; lastly, graded at 100%.
- Fraud-related calls (Spanish), global shipping, post-delivery issues, customer outreach, etc.
- Hands-on new employee training and shadowing.
Education
Bachelor of Arts -
California State University, Northridge
Los Angeles, CASkills
- SaaS B2B Customer Success
- Customer Onboarding and Implementation
- B2C Customer Service
- CRM Management (Zendesk, SalesForce, HubSpot)
- High-Volume Phone, Email, Chat Support (Intercom)
- Project Management
- Technical Support
- Internal and External Documentation
- Cross-Functional Collaboration
- Strict Launch Deadlines
- Bilingual Support (Spoken Written)
- E-Commerce
- Social Media Support
- Customer and Employee Training
Languages
Spanish
Native/ Bilingual
Timeline
In-Home Caretaker
IHSS In Home Support Services
01.2024 - Current
Senior Implementation Specialist (Contract)
RunLoyal: Pet Software
05.2023 - 10.2023
Onboarding Specialist
Boulevard
07.2021 - 11.2022
Customer Experience (Social Media + Abuse)
Depop
04.2019 - 03.2021
Customer Experience + Asst. Support Operations
Hush, Inc.
04.2018 - 01.2019
Customer Service Representative (Spanish)
Farfetch
11.2016 - 04.2018
Bachelor of Arts -
California State University, Northridge
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