Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Bridney Burt

Customer Success Manager
Canton,GA

Summary

Strategic and empathetic Customer Success professional with 5+ years of experience in healthcare, fintech, and AI-driven mental health platforms. Skilled in improving user satisfaction, optimizing support processes, and collaborating with cross-functional teams. Currently pursuing a Data Analytics degree to enhance insight-driven customer success. Ready to transition into a Customer Success Manager role to lead impactful client outcomes.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Care Support Coordinator

Spring Health
07.2023 - Current
  • Serve as a frontline advisor for a mental health platform powered by AI, managing 100+ support tickets weekly across chat, phone, and email.
  • Resolve Tier 1 and 2 escalations while collaborating with product and engineering to flag bugs and improve platform UX.
  • Helped reduce response time by 15% through SOP revisions and customer journey feedback loops.
  • Contributed to product updates that improved onboarding flow and decreased user drop-off rates.

Customer Support Analyst

Coinbase
01.2022 - 07.2023
  • Delivered strategic support to crypto users, resolving complex account and transaction issues.
  • Escalated recurring user pain points to product, influencing several UX enhancements.
  • Conducted QA audits and coached peers, boosting response accuracy and regulatory compliance.
  • Played a key role in efficiency initiatives that increased team productivity by 30%.

Quality Assurance Analyst

Kaiser Permanente
05.2019 - 01.2022
  • Reviewed support agent performance and patient feedback to identify coaching needs and improve service delivery.
  • Led quality initiatives that reduced resolution times and increased patient satisfaction.
  • Partnered with team leads to enhance SOPs and performance metrics, boosting agent productivity by 25%.

Customer Experience Ambassador

Kaiser Permanente
05.2018 - 05.2019
  • Acted as the voice of the customer at the facility level, managing escalations and feedback.
  • Promoted digital health tools, increasing digital adoption by 80%.
  • Coordinated social media outreach and community events to enhance brand trust and visibility.

Education

Bachelor of Science - Data Science And Analytics

Kennesaw State University
Kennesaw, GA
05.2001 -

Skills

  • Customer Relationship Management

  • AI-Powered Health Tech Platforms

  • User Onboarding & Engagement

  • Escalation Management & SOP Optimization

  • Cross-Functional Collaboration (Product, Engineering)

  • QA Auditing & Performance Metrics

  • Customer Feedback Analysis

  • CRM Tools: Zendesk, Salesforce, Talkdesk, NICE

  • Productivity & Project Tools: Slack, Confluence, JIRA

  • Analytics: Looker, Excel, SQL (in progress)

Certification

Customer Success Foundations -ChurnZero

Accomplishments

    Support Workflow Optimization: Identified gaps in support workflows, leading to the implementation of macro refinements that streamlined repetitive tasks

    Digital Engagement Strategy: Increased digital tool adoption by 80% by promoting kiosk and online appointment scheduling, simplifying patient check-ins.

Timeline

Customer Success Foundations -ChurnZero

06-2025

Care Support Coordinator

Spring Health
07.2023 - Current

Customer Support Analyst

Coinbase
01.2022 - 07.2023

Quality Assurance Analyst

Kaiser Permanente
05.2019 - 01.2022

Customer Experience Ambassador

Kaiser Permanente
05.2018 - 05.2019

Bachelor of Science - Data Science And Analytics

Kennesaw State University
05.2001 -

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Bridney BurtCustomer Success Manager