Brittany A. Marsh
Fort Worth,TX
Summary
Strategic and results-driven Professional with a background in client analysis, project coordination, and educational leadership. Proven track record in managing complex client portfolios, delivering high-impact presentations, and driving engagement through proactive relationship building. Expert at translating customer needs into actionable success plans. Seeking to leverage extensive experience in consultative communication and process improvement to excel as a Customer Success Manager at OpenSesame.
Overview
14
14
years of professional experience
Work History
SEAS Lead Educator / Specialist
Arlington Independent School District
01.2024 - Current
- Strategic Planning: Develop and execute individualized (BIPs/IEPs) for stakeholders, mirroring the CSM's responsibility to align product value with customer goals.
- Presentation & Training: Deliver complex instructional content and social-emotional learning modules to diverse groups, ensuring high engagement.
- Conflict Resolution: Utilize advanced negotiation and de-escalation skills to manage high-pressure situations, ensuring long-term (student/family) stability.
Client Analyst
Molina Healthcare
01.2023 - 01.2024
- Portfolio Management: Managed member and provider experiences, acting as a trusted advisor to resolve complex inquiries and ensure high satisfaction scores.
- Engagement & Retention: Conducted proactive outreach and satisfaction surveys to identify friction points, directly impacting member retention and service quality.
- Cross-functional Collaboration: Partnered with internal departments to streamline workflows, ensuring 100% compliance with corporate and HIPAA regulations.
- Performance Metrics: Consistently exceeded KPIs for Call Quality and Adherence, maintaining a "first-call resolution" mindset similar to CSM success metrics.
Project Coordinator/Coach
Sorority Cheer House
01.2022 - 01.2024
- Training & Onboarding: Improved department functionality by facilitating training programs and onboarding new members.
- Public Speaking: Deliver high-energy presentations and briefings to large groups, maintaining a focus on standards and performance results.
Sales & Retention Representative
Working Solutions
01.2021 - 01.2023
- Consultative Sales: Transitioned leads through a disciplined, buyer-centric sales process, focusing on identifying pain points and presenting tailored solutions.
- Product Demos: Utilized multimedia software to conduct virtual "concierge" sessions, educating potential clients on service value to drive conversions.
- Tech-Enabled Workflow: Managed high volumes of data and appointments using proprietary CRM tools, ensuring accurate forecasting and follow-up.
Escalation Analyst
Microsoft
01.2014 - 01.2016
- Success Advocacy: Acted as a final point of contact for complex technical issues, educating customers on product upgrades and features.
- KPI Achievement: Maintained an 80% first-call resolution ratio while managing 45+ unique interactions daily.
CONEXIS Claims Processor / Eligibility Coordinator
Wage Works
01.2012 - 01.2014
- Processed claim forms and maintained accurate logbooks, ensuring data integrity in high-volume systems.
- Conducted regular audits of random claims to ensure quality standards and procedural accuracy.
- Communicated with insurance carriers via email and fax to resolve eligibility.
Education
Bachelor of Arts - Communications
Prairie View A&M University
Prairie View, TexasSkills
- Salesforce
- Microsoft Excel (Advanced)
- PowerPoint
- Gainsight
- LMS Platforms
- Notary Public
- CCMA
- AAPC
- Strategic Sales Process
- Public Speaking
- Presentation Excellence
- Portfolio Management
- Retention Strategies
- Churn Mitigation
- Virtual Demos
- Stakeholder Management
- Microsoft Office Suite
- LMS/E-learning familiarity
- Data Analysis
- Forecasting
- Process Improvement
- Cross-functional Collaboration
Technical Skills And Certifications
Salesforce, Microsoft Excel (Advanced), PowerPoint, Gainsight (Knowledgeable), LMS Platforms, Notary Public (Licensed & Bonded), Pursuing CCMA & AAPC, Strategic Sales Process, Public Speaking & Presentation Excellence
Timeline
SEAS Lead Educator / Specialist
Arlington Independent School District
01.2024 - Current
Client Analyst
Molina Healthcare
01.2023 - 01.2024
Project Coordinator/Coach
Sorority Cheer House
01.2022 - 01.2024
Sales & Retention Representative
Working Solutions
01.2021 - 01.2023
Escalation Analyst
Microsoft
01.2014 - 01.2016
CONEXIS Claims Processor / Eligibility Coordinator
Wage Works
01.2012 - 01.2014
Bachelor of Arts - Communications
Prairie View A&M University