Brianna Braun
Minneapolis,MN
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated global mobility professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Director of Customer Success
CEND, Inc.
04.2022 - 04.2024
- Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores
- Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers
- Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals
- Collaborated with sales and marketing teams to create seamless onboarding experiences for new clients
- Conducted regular account reviews to identify areas of opportunity for upselling or cross-selling product offerings
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints
- Developed and maintained long-term client relationships for increased retention and revenue growth
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements
- Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly
- Actively participated in industry events to network with potential clients and stay informed about emerging trends in Customer Success management practices
- Championed a customer-centric approach within the organization, driving culture shifts towards prioritizing client needs above all else
- Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Director, Global Account Management
SIRVA Relocation
08.2021 - 03.2022
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations
- Worked closely with organizational leadership and board of directors to guide operational strategy
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements
- Facilitated cross-functional collaboration for improved decision-making processes within the organization
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
- Optimized staff performance by designing comprehensive training programs tailored to individual needs
- Increased company revenue by streamlining processes and implementing cost-saving measures
- Optimized operational processes using analytics tools to address client-specific metrics
- Drafted and distributed reports to assist board members with critical business decisions
- Evaluated scripts to identify creative strategies and resource needs
- Trained and guided team members to maintain high productivity and performance metrics.
Global Executive VIP Consultant
SIRVA Relocation
06.2019 - 07.2021
Global Assignment Consultant
SIRVA Relocation
04.2018 - 05.2019
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
Financial Services Representative
Foresters Financial Services
07.2012 - 03.2018
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients
- Enhanced customer relationships with personalized service and addressing individual concerns promptly
- Collaborated with team members to achieve sales targets and improve overall branch performance
- Contributed towards branch growth by identifying prospects within the community and nurturing relationships for new business opportunities
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances
- Increased client satisfaction by providing tailored financial advice and investment recommendations
- Advised clients on retirement planning options such as IRAs or annuities based on individual goals
- Developed and implemented financial strategies to maximize returns on investments
- Assisted clients in navigating complex financial situations, offering solutions that met their unique needs
- Monitored changes in financial markets and kept clients informed of latest developments
- Responded to inquiries from clients and provided financial advice to drive fiscal growth
- Maintained updated records of all financial transactions to support traceability
- Conducted regular reviews of client portfolios to ensure alignment with risk tolerance and investment objectives.
Assistant Manager, New Representative Development
Foresters Financial Services
09.2014 - 10.2015
- Increased customer satisfaction by addressing and resolving complaints in a timely manner
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Enhanced company reputation by providing exceptional customer service and support
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
- Assisted in training new hires and offered ongoing support to help them reach their full potential
- Improved client retention rates by building strong relationships and offering personalized solutions to their needs
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects
- Contributed to team sales goals by upselling products and services to customers.
Education
Bachelor of Arts - Political Science
University of Minnesota - Twin Cities
Minneapolis, MNBachelor of Arts - Scandinavian Studies
University of Minnesota - Twin Cities
Minneapolis, MNSkills
- Client Advocacy
- Customer Segmentation
- Customer Support
- Data-driven decision-making
- CRM Integration
- Customer Retention Strategies
- Teamwork and Collaboration
- Customer Service
- Computer Skills
- Team Leadership
- Decision-Making
- Problem Resolution
- Managing Operations and Efficiency
- Hiring and Training
- Training and Development
- Team Development
- Documentation And Reporting
- Strategic Planning
- MS Office
- Process Improvement
- Business Planning
- Business Development
International Experience
Opened office in Medellin, Colombia
Member of Parliament in Sydney, Australia New South Wales
Study abroad in Sydney, Australia
Timeline
Director of Customer Success
CEND, Inc.
04.2022 - 04.2024
Director, Global Account Management
SIRVA Relocation
08.2021 - 03.2022
Global Executive VIP Consultant
SIRVA Relocation
06.2019 - 07.2021
Global Assignment Consultant
SIRVA Relocation
04.2018 - 05.2019
Assistant Manager, New Representative Development
Foresters Financial Services
09.2014 - 10.2015
Financial Services Representative
Foresters Financial Services
07.2012 - 03.2018
Bachelor of Arts - Political Science
University of Minnesota - Twin Cities
Bachelor of Arts - Scandinavian Studies
University of Minnesota - Twin Cities
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