Overview
Work History
Education
Skills
Timeline
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Brian Fogg

Phoenix,AZ

Overview

11
11
years of professional experience

Work History

Customer Success Manager

Fiverr (ClearVoice)
01.2022 - Current
  • Managed up to 50 accounts at given time, while routinely hitting 98 percent NRR.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Created customer support strategy to increase customer retention. Company-wide renewal rates improved 10 percent after implementing new onboarding strategy.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
  • Gained customer acceptance by demonstrating cost reductions and operations improvements.
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Assisted customers with onboarding and product setup to foster successful adoption and usage
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates
  • Generated reports and communicated results to stakeholders to provide insights into customer success

Account Talent Manager

Fiverr (ClearVoice)
05.2021 - 01.2022
  • Completed talent acquisition and management for hundreds of freelancers. Created and implemented forward-thinking initiatives to improve freelancer engagement.
  • Managed to work within our team with project management skills and goals.
  • Cut down late deliverables by 15 percent by implementing tracking system from Hubspot.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between freelancers and employees

Admissions Advisor

2U (Trilogy)
10.2019 - 05.2021
  • Identified and addressed concerns of incoming students and parents.
  • Gathered necessary paperwork and applications for students to initiate enrollment process.
  • Worked as crucial member of sales team in emerging industry.
  • Learned how to build urgency in deadline-driven environment.
  • Effectively communicated highly technical information about coding and data analytics.
  • Managed dozens of new leads each day with up to 100 outbound calls.

Sports Writer

Yuma Sun
03.2018 - 08.2019
  • Revamped sports coverage by providing thorough analysis of game facts, statistics, and accurate predictions.
  • Supervised and curated online sports columns, blogs, and podcast episodes.
  • Established publication as leading regional sports journalism outlet by delivering comprehensive coverage of popular sports across high school, college, and professional levels.
  • Proficient in utilizing InDesign and Photoshop to create visually appealing content.
  • Wrote and edited more than 20 pieces per week, carefully checking content wording and facts

Sports Writer

Manistee News Advocate
08.2015 - 03.2018
  • Effectively gathered and reported on high school sports throughout area.
  • Developed working relationships with coaches, players and other sources.
  • Designed pages to maximize impact with audience.

FM Radio Sports Talk Show Host

WIDR Kalamazoo
10.2014 - 07.2015
  • Researched and designed content.
  • Led conversation during weekly two-hour radio broadcast.
  • Built audience and maintained relationship with loyal listeners.
  • Edited audio files to add special segments and pre-record interviews.
  • Operated studio sound boards, desks and playout software for slick, professional broadcasts

Freelance Boxing Writer

Freelance
09.2012 - 07.2015
  • Authored and published 50-plus articles on boxing and related topics
  • Conducted multiple interviews with fighters from around world
  • Covered dozens of fight cards across Midwest and East Coast.
  • Leaned how to write features and research.
  • Completed thorough research into assigned topics
  • Built, established and maintained relationships with sources

Education

Bachelor of Arts - Journalism

Western Michigan University
Kalamazoo, MI
08.2015

Skills

  • Consultative Selling Techniques
  • Account Management
  • Business Development
  • Customer Retention
  • Renewal Opportunities
  • Customer Service and Assistance
  • Contact Management Systems
  • Satisfaction Surveys
  • Salesforce CRM Experience

Timeline

Customer Success Manager

Fiverr (ClearVoice)
01.2022 - Current

Account Talent Manager

Fiverr (ClearVoice)
05.2021 - 01.2022

Admissions Advisor

2U (Trilogy)
10.2019 - 05.2021

Sports Writer

Yuma Sun
03.2018 - 08.2019

Sports Writer

Manistee News Advocate
08.2015 - 03.2018

FM Radio Sports Talk Show Host

WIDR Kalamazoo
10.2014 - 07.2015

Freelance Boxing Writer

Freelance
09.2012 - 07.2015

Bachelor of Arts - Journalism

Western Michigan University

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Brian Fogg