Brianna Frierson

• Responsible for recruiting and sourcing extraordinary talent to the fast-growing start up
• Revise and review interviewing processes
• Work closely with hiring managers to assure that we are bringing in the best candidates possible
• Create SOPs around best interviewing practices and operational procedure for new employees
• Designed and executed Associate Operations Coordinator program
• Implemented and recreated process improvement with operational functions
• Responsible office management and organization
• Onboarding and offboarding employees
• Identified and created recruitment and administrative performance metrics and data to analyze trends, drive change and assess progress.

Key Achievements

• Increased our employee count by 800% within a 5 month time frame.
• Implemented a KPI system for Account Managers and Operational teams successfully.
• Implemented a verification system for all Tender accounts, decreasing unactive, duplicate, and underperforming accounts by 42%.

• Streamlined member onboarding and offboarding processes, resulting in increased operational efficiency and higher member satisfaction levels.
• Collaborated with sales team to expand our membership base and drove revenue growth by attracting new members to the location.
• Developed and executed engaging weekly events to foster a sense of community among our members and enhance their experience at the location.
• Maintained financial records and managed budgets to ensure profitability and cost-effectiveness at the coworking space.
• Attracted interest from outside companies leading to recruitment by one of our members.

Key Achievements

• Increased client retention by 31%.
• Achieved 100% capacity in the location (previous to my employment, the location was only filled to 78% capacity).
• Increased NPS score from 55 to 82.
• Increased productivity throughout all locations in the district by creating Google Sheets documents.

Left position because I was recruited by one of our members

• Led recruitment efforts, successfully onboarding and training talented agents to boost team performance
• Collaborated with leadership to set goals and implement conflict-resolution techniques, resulting in increased productivity and client satisfaction
• Conducted successful client outreach and consistently achieved sales targets for insurance policies
• Quickly promoted from agent to supervising agent within the first month due to strong performance and leadership potential.

Key Achievements

• Exceeded sales goals monthly- consistently in the top 10 for our district.
• Recruited 12 new agents into our team (goal for agents was 3 company-wide).
• Promoted within a 3 month time frame to Supervising Agent.

• Streamlined office operations by coordinating calendars, meetings and paperwork for agents, resulting in increased efficiency and productivity.
• Provided exceptional customer service by answering client queries on their plans and the company, improving the overall customer experience.
• Maintained data accuracy by effectively handling data entry and conducting analysis, ensuring reliable information for decision-making.
• Adapted efficiently to challenging circumstances due to COVID related downsizing.

Key Achievements

• Increased customer satisfaction throughout the location by 12%.
• Received award for most improved location within 2 months of my employment.

Let go due to downsizing as a result of COVID

• Analyzed store productivity and loyalty metrics to develop strategic plans, resulting in increased KPIs.
• Conducted quarterly performance reviews with both management and employees to improve communication and facilitate growth opportunities.
• Managed all Human Resources operations for the store, including employee retention and onboarding, tax documentation submission, payroll assessment and distribution.
• Designed and executed monthly store appearance changes to enhance customer experience and drive sales.
• Led executive visits to the store to showcase high-level performance and progress.
• Maintained and optimized employee and management schedules for maximum efficiency.

Key Achievements

• Turned 2/3 of the failing stores I was responsible for to being profitable within 1 year time.
• Exceeded loyalty results daily.
• Given opportunity to lead annual operational trainings around store improvement strategies and KPI achievement with stores throughout the states of Washington and California.

Let go due to store closure as a result of COVID