Summary
Overview
Work History
Skills
Timeline
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Brittany Bishop

West Haven,CT

Summary

Ambitious, innovative, and resourceful leader with a passion for customer service. Seeking a Part Time position while I am in the beginning stages of building my coaching business. Energized by problem solving, building new policy and processes, team building and project management.

Overview

11
11
years of professional experience

Work History

Owner & Coach

Brittany Bishop Coaching
09.2023 - Current
  • Enhance client leadership skills by conducting personalized 1:1 coaching sessions for 10+ clients.
  • Develop comprehensive coaching programs for clients, resulting in increased confidence in career and decision-making abilities.
  • Design customized training materials and resources, tailored to each client''s unique needs and goals.

Sr. Manager Customer Experience

Rent The Runway
05.2023 - 09.2023
  • Owned Time to Resolution KPI's resulting in 3+ min improvements to resolution for 60k+ customers monthly.
  • Lead team of 8 managers, aligning them with OKR's that improved employee engagement and team productivity.
  • Collaborated with HR, operations, and other departments to align workforce strategies resulting in 30+ ENPS score in 6 months.
  • Conducted performance evaluations, compensation review and hiring processes for Team Leads.

Sr. Manager of Customer Experience, Homeowners

Lemonade
11.2021 - 05.2023
  • Led team of 100+ CX, Operations and Partner Experience professionals that delivered innovative support to over 900k policy holders annually with industry best NPS of 76.
  • Brought customer learnings to life through company wide Voice of the Customer programs which led to over 40 product & content improvements within a year.
  • Built strong internal relationships with 8 key teams in organization including Product, Engineering, Learning and Development, and People teams resulting in more collaborations and CX contributions throughout company.
  • Improved effectiveness of high impact roles within CX organization by 60% using change management to create alignment with KPI's, support business needs and create clearer growth paths.
  • Created, owned and executed strategy around CX Quarterly KPI's improving CSAT by 5% in first 3 months.
  • Led team through critical organizational changes such as staff reduction, workforce distribution, and leadership changes with less than 10% disruption in team engagement scores.

Director of Customer Operations

Animoto
11.2019 - 11.2021
  • Coached, managed and developed an efficient and impactful Customer Operations team at SaaS company that supported user base of over 200k.
  • Used data driven decisions to build new functions that resulted in increased customer acquisition by 10%, reduced refund and chargeback losses by over 60% and increased retention by 40%.
  • Identified and drove over 100 product and marketing improvements leading to more delightful customer experiences for consumer and business users.
  • Partnered with executive team to ensure operational priorities aligned with company KPI's and provided support to over 25 major business optimizations including pricing changes, target customer shifts, and launching & sunsetting products.

Senior Customer Operations Manager

Animoto
09.2017 - 11.2019
  • Developed and fostered customer focused team culture that attracted and retained 35 high-performing employees.
  • Planned and executed restructure of customer facing team to fully remote workforce, in addition to introducing 7 day a week scheduling improving team output by 30% and improving CSAT scores by 25%.
  • Partnered with Marketing team to launch 10-15 proactive communication campaigns reducing support volume by 20%.
  • Led communication plan in response to large scale security incident impacting 200 thousand customers.

Customer Success Manager

Animoto
09.2016 - 09.2017
  • Built onboarding program to train staff on executing friendly, speedy, knowledge based interactions with customers resulting in increase of CSAT by 15% within 6 months.
  • Analyzed and reported on customer service data monthly resulting in over 20 in-product improvements and reducing support volume by 13%.

Customer Relations Associate & Workforce Manager

DonorsChoose.org
02.2013 - 09.2016
  • Scaled flexible workforce from 3 to 60+ interns and part-time staff.
  • Evaluated flexible staffing needs and proposed budgets & systems needed to maintain consistent, high-quality customer service for growing organization.
  • Developed best-in-class staff development program including training and offering professional development guidance and growth opportunities within organization.
  • Continuously improved flexible workforce model and collaborated with internal stakeholders on training and managing flexible workforce to ensure consistent high-quality customer service.

Skills

  • Zendesk execution and management
  • Internal and external relationship building
  • Mentoring and coaching
  • Looker, Good Data, Zendesk Explore
  • Online social platforms, marketing and PR
  • Miro, Trello, Jira
  • Slack and Google suite

Timeline

Owner & Coach

Brittany Bishop Coaching
09.2023 - Current

Sr. Manager Customer Experience

Rent The Runway
05.2023 - 09.2023

Sr. Manager of Customer Experience, Homeowners

Lemonade
11.2021 - 05.2023

Director of Customer Operations

Animoto
11.2019 - 11.2021

Senior Customer Operations Manager

Animoto
09.2017 - 11.2019

Customer Success Manager

Animoto
09.2016 - 09.2017

Customer Relations Associate & Workforce Manager

DonorsChoose.org
02.2013 - 09.2016

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Brittany Bishop