BRITTANY BOOKER
Douglasville,GA
Summary
Results-driven leader with extensive experience in vendor management, business process optimization, and contact center operations. Utilizes data-driven insights, technical tools, and collaborative problem-solving to enhance performance, reduce costs, and drive continuous improvement. Demonstrated ability to lead cross-functional teams, enforce compliance and quality standards including PCI, and deliver strategic solutions in fast-paced environments. Recognized for exceptional communication skills, stakeholder engagement, and a hands-on leadership style that prioritizes clarity, accountability, and high-impact results. Proficient in SOP development, training enablement, and operational analytics to align teams and systems for long-term success.
Overview
12
12
years of professional experience
Work History
Vendor Relations Manager
SimpliSafe
06.2024 - 04.2025
- Oversaw vendor relationships to maintain service quality and contractual compliance, ensuring adherence to PCI standards and internal policies
- Negotiated contracts and enforced data security protocols, collaborating with IT and Compliance teams to maintain secure vendor facilities and workflows
- Leveraged CRM, ticketing systems, and analytics tools to improve key metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR), enhancing both internal and vendor-managed operations
- Created SOPs and partnered with training teams to align staff with operational needs, supported implementation of compliance guidelines, process management tools, and reporting systems, ensuring consistent understanding and application of best practices
- Managed invoice reconciliation by comparing forecasted budgets to actual expenses, identifying variances, ensuring accuracy, and assessing financial performance to refine projections and maintain financial control
- Implemented technical process improvements by enabling direct vendor access to data, reducing reliance on manual data-sharing, and facilitating frequent performance reviews
- Established rapport with key stakeholders within the organization, resulting in improved communication channels between departments and vendors.
- Reduced costs for the organization by negotiating favorable contracts with vendors.
- Proactively identified opportunities for cost savings in vendor contracts by conducting regular pricing analysis and benchmarking against industry standards.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Fostered a culture of continuous improvement within the Vendor Relations team, encouraging innovation and creative problem-solving approaches to address emerging challenges.
- Ensured timely delivery of goods and services by closely monitoring vendor performance metrics and proactively addressing potential issues.
Sr. Vendor Relations Supervisor
SimpliSafe
05.2022 - 06.2024
- Ensured vendors met compliance standards and contractual obligations by reviewing data, identifying areas for improvement, and devising action plans to enhance quality and performance
- Managed invoice reconciliation by monitoring actual expenses against budgeted forecasts to track spending, identify variances, and improve financial planning
- Improved adherence to internal policies and standards through data-driven coaching and continuous monitoring, increasing productivity by 15%
- Partnered with analytics teams to deliver timely, accurate data to vendors, streamlining processes and enabling self-service access to critical insights
- Coordinated with IT to resolve technical issues and manage agent profiles, ensuring security protocols and system accesses were properly maintained
- Coordinated with cross-functional teams to ensure product availability for key sales periods.
- Facilitated training sessions for new hires on vendor management best practices.
- Conducted market analysis to identify potential new products or services for company.
- Implemented feedback system for vendors, leading to improvements in product quality.
Contact Center Vendor Specialist
SimpliSafe
10.2020 - 05.2022
- Maintained accurate, validated vendor data, informing resource planning and strategic decisions
- Analyzed trends using data analytics tools, recommending process improvements that enhanced accuracy and timeliness of deliverables
- Collaborated with compliance and IT teams to ensure vendor facilities met PCI requirements, reinforcing data security and minimizing compliance risks
- Documented processes and participated in quality assurance initiatives, ensuring that new scorecards, policies, and procedures were understood and adhered to
- Developed and maintained detailed vendor profiles to track performance metrics and support informed decision making.
- Facilitated new vendor onboarding processes, providing necessary documentation and training resources for seamless integration into existing workflows.
- Resolved disputes between vendors and internal stakeholders, fostering positive working relationships throughout the organization.
- Organized annual vendor performance reviews to maintain transparency and drive continuous improvement initiatives within the team.
- Maintained up-to-date knowledge of relevant regulations and compliance requirements to ensure adherence across all supplier interactions.
- Provided regular updates on vendor performance metrics to relevant stakeholders within the organization, enabling data-driven decision-making processes.
- Served as a key point of contact for all vendor-related inquiries, ensuring swift resolution and maintaining strong working relationships with suppliers.
Customer Service Supervisor | WW Campaign
The Results Companies
06.2019 - 10.2020
- Coached agents in compliance with established standards, using performance data from CRM and ticketing platforms to guide improvements in customer satisfaction and retention
- Introduced motivational strategies and regular feedback sessions, driving continuous performance improvement and a high-engagement team culture
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Customer Service Supervisor | SiriusXM Campaign
The Results Companies
09.2018 - 06.2019
- Applied leadership and analytical skills to meet production targets, improve service levels, and ensure compliance with organizational standards
- Refined workflows and recommended policy changes to streamline operations and maintain quality benchmarks
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
Administrative Assistant
WW Nash & Co.
01.2013 - 07.2016
- Supported data integrity and organizational effectiveness through accurate database management and records maintenance, ensuring proper documentation and compliance with internal guidelines
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
General Studies Diploma -
Lloyd C. Bird High School
Chesterfield, VA06.2010
Bachelor of Science - Healthcare Administration
Purdue University
Lafayette, INSkills
- Vendor & Supplier Management
- Vendor assessment
- Strategic negotiation
- Resource planning
- Contract negotiations
- Third-party oversight
- Supplier relations
- SLA adherence
- PCI compliance initiatives
- Invoice reconciliation/Purchase orders
- Budget validation/Cost analysis
- Workflow streamlining
- SOP development
- Business development
- Microsoft Office
- Tableau
- Grafana
- CRM systems
- Ticketing platforms
- FCR improvement
- KPI monitoring
- Quality assurance
- Strong communication
- Analytical thinking
- Relationship-building
Timeline
Vendor Relations Manager
SimpliSafe
06.2024 - 04.2025
Sr. Vendor Relations Supervisor
SimpliSafe
05.2022 - 06.2024
Contact Center Vendor Specialist
SimpliSafe
10.2020 - 05.2022
Customer Service Supervisor | WW Campaign
The Results Companies
06.2019 - 10.2020
Customer Service Supervisor | SiriusXM Campaign
The Results Companies
09.2018 - 06.2019
Administrative Assistant
WW Nash & Co.
01.2013 - 07.2016
General Studies Diploma -
Lloyd C. Bird High School
Bachelor of Science - Healthcare Administration
Purdue University
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