Brielle Hughes
Charlotte,North Carolina
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
8
8
years of professional experience
Work History
Senior Client Success Manager
Octapharma Plasma Center
08.2022 - Current
- Successfully onboarded and trained 50+ new customers, resulting in a 20% reduction in time-to-value.
- Increased product adoption by 30% through personalized training sessions and resources.
- Designed and delivered engaging customer success presentations to key stakeholders, resulting in a 25% increase in customer engagement
- Led customer onboarding and account set-up procedures for 200+ customer accounts, with customer satisfaction 91% or higher in all individual evaluations
- Managed a portfolio of 100+ accounts, achieving a 95% customer retention rate.
Upsold and expanded existing customer accounts, contributing to a 15% increase in annual revenue.
Senior Customer Support Specialist
Rocket Mortgage
01.2017 - 08.2022
- Managed and resolved customer complaints, resulting in a 20% increase in customer satisfaction scores.
- Trained and mentored new customer service representatives, improving their performance by 30%.
- Implemented new customer service processes, resulting in a 15% reduction in call handle time.
- Developed a customer loyalty program that increased customer retention by 30% over the course of a year
- Implemented a CRM system to track and report customer experiences, resulting in a 50% improvement in answering inquiries
- Utilized data analysis to develop strategies that improved customer service levels by 45% and customer relations by 60%
Customer Support Specialist
Rocket Mortgage
07.2016 - 01.2017
- Implemented a new call center performance tracking system, resulting in a 25% increase in customer satisfaction scores and a 20% decrease in average call handling time.
- Developed and implemented a customer service training program for call center staff, resulting in a 15% increase in first call resolution and a 10% increase in customer retention rates.
- Managed a team of 50 call center agents, achieving a 95% employee satisfaction rate and meeting or exceeding all performance targets for the department.
Education
Certification - Cyber Security Boot Camp
UNC Charlotte
Charlotte, NC09.2023
BBA - Business Administration And Management
University of Florida (Graduated)
Gainesville, FL01.2015
Skills
- Continuous Quality Improvement (CQI)
- Records Management
- Promotions and Marketing Strategies
- Client Relationship Management
- Escalation Management
- Conflict Resolution Techniques
- Staff Training
- Client Relations and Retention
- KPI & Performance Metrics
- Process Optimization & Automation
- Customer Onboarding & Training
Tech Skills
- Sass
- Azure Cloud
- Linux/Kali
- Microsoft Stack O365
- Slack
- Zendesk
- Salesforce
- Splunk Hubspot
- Github
Timeline
Senior Client Success Manager
Octapharma Plasma Center
08.2022 - Current
Senior Customer Support Specialist
Rocket Mortgage
01.2017 - 08.2022
Customer Support Specialist
Rocket Mortgage
07.2016 - 01.2017
Certification - Cyber Security Boot Camp
UNC Charlotte
BBA - Business Administration And Management
University of Florida (Graduated)
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