Brendan Stone
Sacramento,CA
Summary
Management and support professional offering progressive leadership, sales, and account management with over fifteen years of customer support experience. Passionate about coaching, development and team growth. Entrepreneurial spirit. Highly results-oriented, with unsurpassed interpersonal and communication strengths. An idea builder that thrives in creative, empathy driven, customer focused environments, bringing intangibles to the table that push a company forward and foster impactful lasting connections with clients and peers. Driven by a desire to grow and learn with each day.
Overview
12
12
years of professional experience
Work History
Account Executive
Stringjoy, LLC.
08.2023 - Current
- Developed solid pipelines of prospects through diligent research and targeted outreach efforts.
- Delivered informative presentations to potential clients, showcasing unique value of products or services offered.
- Established strong relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industry.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Participated actively in networking events and trade shows, representing the company professionally and expanding its reach within target markets.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Exceeded sales targets by identifying new business opportunities and creating customized solutions for clients.
US Client Support Supervisor
99designs
11.2021 - 12.2022
- Lead daily operations of 99designs Client Support Phone, Email and Chat Team.
- Exceeded in Quality Experience (QX), KPI measurements and Client retention goals to proactively coach and support
- Documented strengths and improvement opportunities, performance management reviews, promotions, terminations.
- Actively handled client escalations and high level concerns via phone and email. Following through on critical inter-departmental escalations to increase customer retention rates.
- Collaborated with global team (US, AU and EU) across departments to research and resolve client concerns.
- Developed projects integral to experience of our clients, and process improvements as well as reporting and data interpretation for our support teams.
- Delegated queue and tasks through Zendesk, Hubspot and Slack/CRM, SaaS Support.
- Proactively identified risk factors/trends to help get ahead of risk factors.
Head of Sales
Vertex Effects
02.2020 - 10.2021
- Boosted B2B sales numbers by created processes to streamline customer acquisition and onboarding strategies globally.
- Analyzed customer buying trends, market conditions and competitor actions to adjust strategies and exceed sales goals.
- Proactively ensured all dealer inquiries, technical needs, and sales are met in efficient, professional and personable manner.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Closed lucrative sales deals by fostering trust with clients and understanding their individual needs.
- Integrated sales processes to meet unique needs of clients during Pandemic
Owner/Manager
Stone Vintage Music Boutique
03.2017 - 02.2020
- Created and opened Brick and Mortar business.
- Developed financial and strategic business start up plans to provide positive customer experience.
- Managed all day-to-day business operations, including sales, accounting, finance, marketing and customer relations.
- Assessed income and expenses and adapted plans to improve profit levels.
- Studied evolving market trends and implemented strategies to stay competitive and increase sales month-over-month.
- Evaluated suppliers to maintain cost controls and improve operations.
- Awarded “Best Of” award consecutively 2017-2019.
Manager of Sales and Merchandising
Skip's Music
06.2016 - 03.2017
- Maintained consistent top sales performance exceeding goals by 30% month-over-month
- Mitigated security and loss prevention issues through risk assessment.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Merchandising director in charge of product placement, visual aesthetic and promotional engagement increasing sales.
Fraud Prevention/iTunes Support Supervisor
Apple Inc
05.2012 - 01.2016
- Aided in pioneering transition to Fraud Prevention Team from iTunes Account Security.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Wrote and lead presentations for revisions of Contact Apple Support (CAS) website.
- Handled Escalations, High Volume Phone, Chat and Email support queues, SaaS support.
- Maintained multiple 100% Customer Satisfaction rated months, as well as maintaining top ranking in Support Employee Leaderboards.
- Selected to meet with Cupertino Developers to share my insight into Internal Applications and customer facing support tools.
Timeline
Account Executive
Stringjoy, LLC.
08.2023 - Current
US Client Support Supervisor
99designs
11.2021 - 12.2022
Head of Sales
Vertex Effects
02.2020 - 10.2021
Owner/Manager
Stone Vintage Music Boutique
03.2017 - 02.2020
Manager of Sales and Merchandising
Skip's Music
06.2016 - 03.2017
Fraud Prevention/iTunes Support Supervisor
Apple Inc
05.2012 - 01.2016
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