Summary
Overview
Work History
Education
Skills
Timeline
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Brittani White

Millcreek,Utah

Summary

A passionate and performance-driven professional with over fourteen years of experience in customer experience and sustainability. Proven skills in project management, procedure writing, and program optimization. Successful at improving brand loyalty while increasing revenue and retention by revamping existing business strategies. Effective at enhancing operations with innovative approaches. Skilled team player with a strong background in high-stress and fast-paced environments. Startup company experience where adaptability and key skills were developed.

Overview

16
16
years of professional experience

Work History

Account Manager

Momentum Recycling
07.2022 - Current
  • Developed and maintained relationships with key accounts, acting as the main point of contact for client needs and concerns.
  • Provided training and mentorship to new Account Managers, ensuring team success.
  • Conducted market research to identify potential customers and opportunities for growth.
  • Managed multiple client accounts, consistently meeting and exceeding performance goals.
  • Collaborated with the marketing team to create promotional materials for clients.
  • Drafted proposals outlining services, costs, and benefits for prospective customers.
  • Assisted in developing pricing models based on competitor analysis.
  • Managed client onboarding, including account setup, container allocation, and training.
  • Conducted regular site visits and coordinated follow-up activities with clients.
  • Delivered client presentations and hosted recycling training sessions at client locations.
  • Led community outreach and managed a canvassing team to promote a new food waste program.
  • Worked with leadership to create and implement an incentive program in partnership with a local Community Foundation.
  • Monitored client waste diversion activities, identified areas for improvement, and developed new opportunities.
  • Resolved customer complaints in a timely manner, ensuring customer satisfaction.
  • Maintained accurate records in CRM, tracking customer interactions, contracts, and inventory.
  • Assisted drivers with service-related questions and concerns to improve client experience.
  • Attended industry events as a company representative, strengthening relationships and networking.
  • Developed and implemented Standard Operating Procedures to ensure process consistency.
  • Participated in creating remedial actions for service-related issues, billing concerns, and stream contamination.

Operations & Engagement Project Manager

Momentum Recycling
07.2021 - 07.2024
  • Engaged extensively with stakeholders such as leading monthly meetings with the municipality and the Business Alliance to gain a comprehensive understanding of the changes needed to achieve the municipality's zero waste targets, focusing on assessing needs, services, operational improvements, and addressing challenges in waste management within the business district.
  • Organized meetings with the Business Alliance Executive Director to address city-specific issues and discuss the role of enforcement of waste and recycling policies that the Business Alliance cannot directly implement. The main outcome of this work was a clear indication of the need for city support and ordinances.
  • Regularly attended Business Alliance meetings throughout the term and contributed a "Waste & Recycling Update" to the agenda, addressing member queries and reporting on the progress and hurdles of current initiatives.
  • Developed a fee schedule to facilitate a competitive bidding and procurement process for potential waste and recycling contractors.
  • Established a standardized system for waste and recycling contractors to log and report weight and volume, setting baseline metrics for each waste stream.
  • Conducted numerous educational sessions, such as lunch and learns on zero waste, resulting in increased collaboration with local organizations to emphasize the significance of recycling efforts like food waste and glass, thereby reducing landfill usage.
  • Developed a baseline plan, by interacting extensively with business district businesses. Assessing their waste management practices and attitudes towards zero waste goals through surveys, educational emails, and direct visits. The results were captured in a baseline report, including recommendations for actions and improvements.
  • Compiled a comprehensive list of business district businesses and created a template to gather essential data points related to services, billing, and stakeholder concerns.
  • Regularly updated and verified the list of current business license holders, helping to ensure compliance and accuracy.
  • Evaluated and suggested enhancements or additional services that could be implemented by municipality and/or Business Alliance to increase material diversion from the waste stream in the business district, such as recycling for glass, food waste, and other materials.
  • Collaborated with local used cooking oil hauler to retool the collection of used cooking oil from the business district, optimizing container sizes and placement to better prevent spills.
  • Worked with municipality Public Utilities and the Business Alliance to develop and distribute educational materials on grease management best practices, aiming to minimize environmental impact.
  • Initiated targeted waste collection services for specific items like crates, pallets, and CO2 cartridges within the business district and educated businesses on proper disposal techniques.
  • Created bilingual waste signage for the business district and assisted in strategically placing the signs on the face of the containers and inside compactor rooms to enhance operational efficiency.
  • Compiled a comprehensive report detailing the first and second year's findings, which included a series of recommendations aimed at increasing engagement among business district businesses. With recommendations designed to provide incentives for participation, enhance accessibility to waste management services, and expand the available services for businesses.
  • Worked closely with local recycling hauler to help them begin accepting marginal quantities of EPS (Expanded Polystyrene), with plans to gradually increase volume intake.
  • Collaborated with the Executive Director of the Business Alliance to develop a webpage that educates business district businesses about current waste hauler information and best management practices for waste, complete with a map of all shared container locations.
  • Proposed and provided designs for waste enclosures that accommodate multiple waste streams while enhancing the visual appeal of the streetscape.
  • Fostered and maintained strong relationships with MSBD haulers, enhancing their engagement and participation, and emphasizing the importance of accurate waste data reporting and tracking.
  • Coordinated the clean-up of grease spills, with focus on ensuring clean stormwater systems. Helped to identify responsible businesses to ensure compliance.
  • Engaged with signage experts to select robust materials and high-quality adhesives for educational signs, extending their lifespan and minimizing waste due to damage.
  • Aided PCMC in distributing wheeled landfill waste carts to MSBD businesses, facilitating their use of new compactors.
  • Monitored and documented significant changes in waste generation and diversion rates within the business district. Increasing diversion rate from 25% to 42% in the 2-year term ending in 2024, cumulatively exceeding the municipality's interim target of a 40% diversion rate by 2025.
  • Developed a food waste plan projected to increase the diversion rate by 11%, aiming to meet specified diversion milestones.

Customer Experience Manager

Recyclops
12.2019 - 03.2022
  • Helped grow a startup from 1,200 customers to 15,000 customers, from servicing 3 to 18 states, and servicing as many as 160 locations.
  • Grew an engaged and experienced remote customer experience team from 2 to 13 and developed all customer experience procedures, policies, and standards.
  • Migrated customer base to new CRM and implemented workflows and automation to help improve efficiency.
  • Created strong internal partnerships with cross-functional teams (e.g., Operations, Marketing, Sales, and Engineering.) to facilitate customer service improvements and developed intra-office communication processes to improve communication between units.
  • Headed compliance management by regularly checking documentation of employee work by tracking KPIs (e.g., first response time, CSAT, NPS, first contact resolution, etc.) to monitor performance and guide team to cultivate and reinforce appropriate group values, norms, and behaviors.
  • Assessed work, trained, and coached on improvement strategies and identified and closed employee skill gaps by holding weekly one-on-one's and weekly team meetings.
  • Tracked service statistics, reported on findings, and leveraged data to optimize strategies and produce operational reports for senior leaders.
  • Established communication strategies for major initiatives impacting customer experiences (e.g., snippets, templates, etc.).
  • Engaged customers to quickly identify needs, negotiate contracts and close sales and/or resolve issues, as a result delivered improvements in customer acquisition, retention, and engagement.
  • Worked closely with Sales department to help develop door to door sales program.
  • Prepared budgets and approved budget expenditures.
  • Boosted team performance with motivational support, mentoring, and job skill coaching while establishing ambitious quotas and helping each team member implement personalized plan to achieve targets.
  • Reviewed physical and digital records to identify and correct inaccuracies companywide.
  • Developed and optimized schedules to cover expected workloads by managing schedules and time in a remote environment.
  • Trained new employees in office practices and procedures. Created and delivered presentations for staff training and continuing education.
  • Oversaw the preparation of marketing collateral to drive sales (e.g., Launch Communications, advertisement flyers, email campaigns, monthly newsletters, Service explanations, etc.)
  • Created and implemented knowledge base to ensure customer ease in self service.
  • Implemented a tool that helped reduce contamination, lower call volumes, teach proper recycling habits, and build actionable insights.

Office Manager

Recycle Services of Utah
03.2016 - 12.2019
  • Created and implemented policies and procedures for office and field operations.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Responded to customer inquiries via email and telephone.
  • Resolved customer complaints regarding sales and service.
  • Implemented and monitored customer service standards for consistent interactions with customers.
  • Built and maintained efficient collection routes, optimizing logistics to improve operational efficiency and reduce costs.
  • Assisted in waste collection and sorting.
  • Counted daily cash, prepared deposits, and updated financial records with current totals.
  • Received and submitted payments and applied amounts to customer balances.
  • Collected outstanding payments via one-time or negotiated installment methods.
  • Exported and prepared data for acquisition migration, and trained the acquiring company on internal procedures and processes to facilitate a seamless integration and minimal disruption during transitions and post-acquisition.

Client Relationship Manager

Vital Bgs
01.2015 - 03.2016
  • Optimized processes among team members to increase client acquisition and retention.
  • Oversaw the preparation of marketing collateral such as email campaigns and monthly newsletters to drive sales.
  • Recommended improvements to clients for improved site performance and usability.
  • Managed customer service team in a call center to several end-to-end clients, providing appropriate coaching and mentoring along the way.
  • Took escalated calls as supervisor to best resolve situations.
  • Maintained, and enhanced the relationship between the company and internal/external clients by interacting with many different members of the client's team to organize and execute plans that ensure mutual profit.
  • Oversaw cross-functional work areas targeted to resolve issues raised by customers.
  • Completed billing and revenue sharing reports.

Restaurant Manager

Legends Pub & Grill
01.2009 - 10.2015
  • Administered quality customer service by serving food and drinks in a high stress environment.
  • Handled cash and credit card transactions using POS system and maintained accurate drawer count.
  • Learned names and orders of regular customers to promote long-term loyalty.
  • Checked with customers to determine satisfaction and correct issues.
  • Modeled excellent customer service to encourage staff to proactively assist customers and meet needs, building customer loyalty and retention.
  • Recruited, interviewed, hired, and trained staff according to company service-oriented values.
  • Managed daily operations in restaurant and supervised staff to improve sales performance.
  • Oversaw food preparation and cooking activities to uphold safe and sanitary practices, check portion control, and assess final presentation.

Sales & Event Coordinator

Recycle Services of Utah
07.2012 - 07.2013
  • Created positive brand awareness to drive consistent subscription signups
  • Performed various sales strategies for acquiring new customers/contracts (i.e., cold calling, door-to-door, etc.).
  • Organized community events to promote client engagement and generate leads (i.e., The Homeshow, Swiss Days Parade, Food Revolution, Blood Drive, and Farmers Market.).

Education

High School Diploma -

Wasatch High School
Heber, UT

Certification of Basic Mediation -

Utah Dispute Resolution
Salt Lake City, UT

Skills

  • Cross-functional collaboration
  • Procedure writing
  • Performance Management
  • Budget administration
  • Team building and leadership
  • Creative thinking
  • Analytical thinking
  • Problem-solving
  • Multitasking & Task prioritization
  • Empathy and listening skills
  • Conflict Management
  • Training & Development
  • Report Writing
  • Account Management
  • Project development
  • Data Collection
  • Community Outreach
  • Grant Writing
  • Life cycle assessment
  • Adaptability and Flexibility

Timeline

Account Manager

Momentum Recycling
07.2022 - Current

Operations & Engagement Project Manager

Momentum Recycling
07.2021 - 07.2024

Customer Experience Manager

Recyclops
12.2019 - 03.2022

Office Manager

Recycle Services of Utah
03.2016 - 12.2019

Client Relationship Manager

Vital Bgs
01.2015 - 03.2016

Sales & Event Coordinator

Recycle Services of Utah
07.2012 - 07.2013

Restaurant Manager

Legends Pub & Grill
01.2009 - 10.2015

High School Diploma -

Wasatch High School

Certification of Basic Mediation -

Utah Dispute Resolution

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Brittani White