BRITTANY BROWN
Fort Worth,TX
Summary
Experienced client success manager with a strong background in client management, call center support, events coordination, and chat support. Demonstrated success in driving business growth through sales referrals resulting from strong client relationships and effective lead generation across various marketing platforms. Skilled at exceeding client expectations while balancing business needs and identifying opportunities for client development. Proficient in multitasking, handling a high volume of calls daily, and managing additional administrative responsibilities, including reviewing documentation and monitoring activities.
Overview
9
9
years of professional experience
Work History
Legal Intake Specialist
Cck Law
Providence, RI
08.2023 - Current
- Serve as point of contact for potential clients throughout the intake process;
- Manage large amounts of inbound and outbound calls in a timely manner;
- Clear, concise, and accurate written and verbal communication;
- Following communication “scripts” when handling different topics;
- Learn about CCK’s practice areas and become conversant with the legal issues facing our clients;
- Demonstrate empathy to potential clients and put them at ease during their difficult time;
- Provide detailed written summaries about potential clients’ needs to attorneys;
- Request and review all necessary documents from potential clients.
- Excellent verbal communication skills and professional telephone etiquette
- Capability to make sound judgments and decisions
- Ability to work in a fast-paced, constantly changing, and challenging call center environment
Client Success Events Manager
IHS Markit
10.2018 - 07.2023
- Respond to clients in an efficient, friendly, and professional manner over the phone or email and make a difference in a client's day
- Accurately and confidently communicate order information, policies and procedures
- Troubleshoot and resolve product/service issues and concerns
- Document and update client records based on interactions
- Handled a high volume of client support requests via chat, phone, and email to respond promptly to customers' inquiries, requests, and orders
- Maintain a knowledge base of the evolving products and services
- Work in one or multiple queues/skill sets over various client services platforms (live chat, email, telephone, etc.)
- Handle numerous client inquiries promptly, accurately and efficiently
- Navigate between computer screens (Gladly, Order
- Management System, Email and Web Browser, etc.) while actively listening and entering client information
- Of all events while supporting the editorial and sales teams with the management of the event programs (liaising with speakers and sponsors), all on-site logistics and regular reporting (including post-event analysis) to senior management within IHS Markit
- Program management of all editorial and client custom sponsored webcasts
- Responsible for shipper round tables, support editorial and sales teams with the management on these one-day events (liaising with session chair(s) speakers and sponsors), all on-site logistics and regular reporting (including post-event analysis) to senior management within IHS Markit
Customer Success Manager
IHS Markit
07.2015 - 10.2018
- Territories specifically managed in Canada (Toronto),
- Germany (Hamburg), USA (Chicago, Las Vegas, Long Beach,
- New Orleans, Houston, and New Jersey)
- Rovided support and assistance in executing audience development and online event marketing efforts
- Provide support and guidance to speakers/panelists by providing and managing timelines, deliverables, training, and other necessary information
- Set up registration page and audience console on timely basis, including all customized copy and provide any ongoing updates
- Provide customer service support regarding registration, payments and presentation availability
- Provide sponsor reporting and leads
- Maintain the master event calendar
- Work closely with the Audience Development team on marketing efforts that will grow memberships, conference attendance, and traffic to websites
- Maintain current campaign reporting
- Provided support and assistance in executing audience development and online event marketing efforts
- Provided support and guidance to speakers/panelists by providing and managing timelines, deliverables, training, and other necessary information
- Set up registration page and audience console on timely basis, including all customized copy and provide any ongoing updates
- Provided customer service support regarding registration, payments and presentation availability
- Provided sponsorship reporting and leads to drive sales and attendee growth
- Proposed and developed new programming ideas and special features to drive audience engagement
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Assessed system needs, improved design processes and enabled systems to align more closely with business expectations
- Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives
- Tracked progress by employing program documentation, directives, funding information and other vital program materials
- Boosted performance and drove cost controls while achieving project and overall objectives to ensure customer satisfaction
- Performed site evaluations, customer surveys and team audits.
Education
High School Diploma -
San Diego High School
San Diego, CAProficient in Salesforce, SAP, Wix, IBM, Constant Contact, Gladly, Guidebook, Chargify, On.Care, Cash Star Assist, Cash Star Manager Adobe Certified Expert Operations oversight -
Bachelor Of Social Work - Social Work
Eastern New Mexico University
Portales, NMSkills
Salesforce Software
Special Projects
Filevine
Lead Docket
Zoom workplace
Client Relations Management
Client Base Retention
Program Promotion
Networking Events
Remote Team Management
Live Event Management
Logistics Operations
Onsite Customer Support
Event Planning
Sales and Marketing
Adobe Applications
Program Development and Management
SAP Implementation
Wix
Additional Information
- References available upon request
Timeline
Legal Intake Specialist
Cck Law
08.2023 - Current
Client Success Events Manager
IHS Markit
10.2018 - 07.2023
Customer Success Manager
IHS Markit
07.2015 - 10.2018
High School Diploma -
San Diego High School
Proficient in Salesforce, SAP, Wix, IBM, Constant Contact, Gladly, Guidebook, Chargify, On.Care, Cash Star Assist, Cash Star Manager Adobe Certified Expert Operations oversight -
Bachelor Of Social Work - Social Work
Eastern New Mexico University