Brendon M. Albert
Las Vegas,NV
Summary
Dedicated Customer Success advocate with a history of meeting surpassing goals in areas such as Churn Rate, NPS and usage rates. Excellence in Customer Relationship Building as well as team building within team as well as cross departments such as sales, renewals, and marketing. Personal beliefs in continuous self improvement and mentorship.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success - Team Lead
National Collegiate Scouting Association
03.2016 - Current
- Lead customers with onboarding and product setup to foster successful adoption and usage. Consistent Team Leader in Customer Usage Rate in the first 90 days.
- Established strong relationships with key customers, resulting in increased customer loyalty resulting in leading team in Churn Rate.
- Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues. Frequent team lead in Net Promoter Scores.
- Collaborated with sales and product teams to address customer success objectives.
- Project Managed the rebuilding of onboarding strategy of two under performing membership seeing increase of Net Promoter Score by 18% in one year.
Event Assistant
Reigning Champs
01.2017 - Current
- Executed schedules and timelines for youth events with partners including the NFL, NBA, and Rivals across the country.
- Managed event logistics and operations.
- Trained volunteers for their assigned roles
Director of Membership Education
Phi Kappa Theta
12.2013 - 03.2016
- Planned and executed the growth of Regional Leadership conferences from 5 to 16
- Oversaw curriculum build out for Regional Leaderships conferences ranging in topics from financial literacy to recruitment tools for more than 300 undergraduate conference attendees
- Trained more than 50 volunteers to help execute our Regional Leadership Conferences
- Project Managed Phi Kappa Theta's membership programs onto an mobile app which increased new membership training by 30% in one year
- Recruit and develop a team of volunteers to serve as alumni leaders to over 50 Phi Kappa Theta Chapters
Football Operations Assistant
IMG Academy
01.2013 - 05.2013
- Served as key team member in the building of IMG Academy's first high school roster of student athletes
- Collaborated with other departments on over 40 different events that operated at IMG Football Facilities
- Oversaw recruiting, game day, event coordination, communications, and logistics for IMG Academy Football Team
- Served as NFL Combine Prep Coach for over 50 NFL Athletes
Education
Bachelor of Science -
Temple University
Philadelphia, PASkills
- Account Management
- Customer Retention
- Salesforce CRM Experience
- Project Management
Certification
- Yale - Science of Well Being
- CPR Certified
Football Coach
10 + Years of giving back to local community as a High School Football coach with core belief of positive mentorship to help athletes excell in life beyond off and on the field of play.
Timeline
Event Assistant
Reigning Champs
01.2017 - Current
Customer Success - Team Lead
National Collegiate Scouting Association
03.2016 - Current
Director of Membership Education
Phi Kappa Theta
12.2013 - 03.2016
Football Operations Assistant
IMG Academy
01.2013 - 05.2013
Bachelor of Science -
Temple University
- Yale - Science of Well Being
- CPR Certified
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