Brecka Reed
Acworth,Georgia
Summary
Experienced professional with a strong background in project management, onboarding and customer success. Proven ability to deliver exceptional customer experiences while efficiently managing the implementation of new initiatives and projects. Skilled in coordinating cross-functional teams, communicating effectively with stakeholders, and ensuring successful outcomes. Adept at problem-solving and adapting to dynamic environments to meet and exceed customer expectations. Seeking to leverage expertise in customer service, onboarding, and project management to drive efficiency and satisfaction in a challenging and collaborative work environment.
Overview
20
20
years of professional experience
Work History
Transition Project Manager
Convergeone
01.2018 - 09.2023
- Project Managed the implementation of new projects and solutions from multiple manufacturers including Microsoft MS Teams, AVAYA, Cisco, A/V, UCaaS/CCaaS, IVRs and IVAs and integrations to customer back office
- Working with Operations to form the Build-Team needed to complete the implementation
- Creating and maintaining detailed project plans, scopes of work, purchase orders etc
- (Client and internal facing) for each implementation to highlight major milestones as well as tracking all tasks (client or internal) required to complete the project
- Quickly solving or escalating issues that are introduced during the project that could delay or otherwise alter the scope of the project
- Notifying Finance to commence billing upon client sign-off or as per the instructions in the order
- Participate in training sessions to help clients better understand our products, services and clients
- Facilitated across departments and personnel levels to collaboratively drive critical change initiatives
- Managed project documentation and deliverables by version, as well as keep member on track with regular meetings.
OnBoarding Specialist
Convergeone
01.2015 - 01.2018
- Guided customers through their onboarding experience as new customers of ConvergeOne
- Primary point of contact for the duration of the onboarding period
- Determined a clear vision of what the client needs and mapped to internal operations
- Outlined a suggested timeline for the client's initial project and provided assistance to keep them on track
- Assisted customers throughout their customer journey through consulting calls and training packages
- Created new customer onboarding processes and documentation as needed
- Collaborated across all teams to give the client a great experience as a Convergeone customer.
Sales Administration
Omnico
01.2013 - 01.2015
- Work with account executives to prepare customer quotes, booking orders, preparing orders for product to ship
- Service customers by responding to calls and emails pertaining to purchase orders for new equipment, repairs, and returns in Navision
- Create build-sheets to assist the Techs at the warehouse with configurations and special requests for the customer's order
- Setup and coordinate with the warehouse for delivery of goods to customers and follow-up to make sure the customer's expectations were met
- Work hand in hand with the Warehouse / Inventory Manager to assure the availability of products to fulfill the customer's Purchase Orders
- Generate customer product/service reports from Navision that demonstrates to each Sales Representative what the customer has purchased in the past
- Produce monthly forecasting reports for executives
- After order is fulfilled, responsible for invoicing customer to meet monthly sales revenue plan.
Gym Manager
Anytime Fitness
01.2008 - 01.2013
- Responsible for hiring gym staff including personal trainers, office personnel, and sales
- Cultivated customer-oriented atmosphere, personally learning names and teaching team members to know regular customers well and anticipate needs
- Resolved concerns quickly using excellent communication and problem-solving abilities
- Maintained business records by updating daily with payments and new member contracts
- Maximized revenues by upselling individuals and families on higher-profit plans and personal training sessions
- Maintained financial and administrative controls, accurately tracking funds and keeping records current.
Owner/Operator
Reed Solutions LLC
01.2004 - 01.2008
- Successfully managed a residential and commercial cleaning company
- Maintained favorable profit margins through effective budget development
- Increased new business through networking and leveraging customer feedback to drive improvements
- Invoicing, payroll, accounting services for the business.
Education
Associate in Science (A.S.) - Business Administration -
Tennessee Temple University
Chattanooga, TennesseeSkills
- Project Management
- Customer Service and Retention
- Planning and Coordination
- Issue Resolution
- Excellent Communication and Presentation
- Highly Organized and Detail Oriented
- Relationship Building
- Strong Interpersonal Skills
Timeline
Transition Project Manager
Convergeone
01.2018 - 09.2023
OnBoarding Specialist
Convergeone
01.2015 - 01.2018
Sales Administration
Omnico
01.2013 - 01.2015
Gym Manager
Anytime Fitness
01.2008 - 01.2013
Owner/Operator
Reed Solutions LLC
01.2004 - 01.2008
Associate in Science (A.S.) - Business Administration -
Tennessee Temple University