BRITTANY SMITH
Denver,Colorado
Summary
Detail-oriented and results-driven professional with a strong work ethic and a proactive attitude. Highly organized and capable of thriving in both collaborative team environments and independent roles. Known for fostering positive relationships and bringing an upbeat, encouraging presence to the workplace while enjoying connections with colleagues. Committed to delivering exceptional results through effective communication and teamwork.
Overview
16
16
years of professional experience
Work History
Enterprise Client Delivery Manager
brightfin
03.2023 - 05.2025
- Establish and maintain the primary business relationships with clients
- Create and deliver quarterly business reviews, align initiatives with my clients and identify any upsell and/or cross-sell opportunities
- Identify areas of risk and take steps to prevent customer and/or revenue churn
- Schedule/lead regular update calls to provide the client with an overview of all activities taking place across various services that are provided as part of the partnership
- Ensure that the Support Team and Procurement are following rules of engagement as documented during implementation and updated during partnership
- Track client satisfaction levels and make recommendations for improvement
- Oversee invoicing as it relates to contractual deliverables - work with Finance and Accounting for any invoice related questions/corrections
- Handle client and vendor escalations
Client Support Lead
brightfin
04.2022 - 03.2023
- Primary point of escalation for client impacting incidents
- Research and resolution design
- RCA of escalated incidents
- Ownership trail audits
- Review of improvement of incident SOPs
- Single point of contact for carrier escalation management
- Maintenance of provisioned users
- Financial impact mitigation
- Proprietary price fixing (Opus)
- Interdepartmental/Carrier Liaison
- Shipping and tracking management
Procurement Specialist
brightfin
09.2021 - 04.2022
- Placed orders submitted by clients in a timely manner; meeting SLA requirements
- Ensure orders are successfully processed and received
- Updating pricing for devices reflected by carriers as needed/changes arise
Customer Service Specialist
Mobile Solutions/brightfin
07.2020 - 09.2021
- Communicating with customers through various channels (phone, live chat, tickets submitted in our online portal).
- Completing customer submitted tickets in a timely manner in our cloud-based mobility platform.
- Personal ownership of calls from start to finish.
- Contribute positively to company goals by meeting and exceeding department KPI's.
- Ensure customer satisfaction and provide professional customer support.
- Answering inbound high volume calls– Fulfilling high volume requests from clients in an extremely efficient amount of time
- Working with multiple carriers to accomplish tasks via email and phone.
Grove Guide II, Product Consultant
Grove Collaborative
07.2019 - 07.2020
- In the position of a Grove Guide II I provided real-time online support to new, existing and potential clients of Grove Collaborative.
- In the position of Product Consultant, I provided targeted insights and suggestions to existing and new clientele.
- Technologies and platforms used to carry out responsibilities of both positions include: Zendesk (Chat, Voice, Helpdesk), Shiphawk.
- Supporting technologies in both roles included: Stripe, Paypal, G-Suite, Calendly, Avaya Softphone, and Slack.
- Additional responsibilities included customer conflict resolution, customer retention and fraud detection and prevention, and resolution.
Overnight Production
The Holy Donut
06.2018 - 07.2019
- Overnight baking position
Receptionist / Optometric Technician
Eyes on Linton
01.2016 - 05.2018
- Serviced high call volumes.
- Scheduled appointments.
- Verified insurance and explained benefits to patients.
- Recorded patient medical histories and prepared patients for the vision examination.
- Performed pre-testing on patients such as visual acuity, visual field testing, and eye pressure checks.
- Maintained records and schedules.
- Assisted patients with frame selection.
- Maintained inventory of supplies.
- Assisted the Optometrist with accurate diagnosis and treatment of a diseased eye.
- Made sure that all patients understood proper care and use of glasses and contact lenses (as well as educating first-time contact lens users of wear and care).
Barista & Shift Supervisor
Starbucks Coffee Company
10.2009 - 12.2015
- Processed drink orders that range from basic to complex, quickly and efficiently.
- Monitored inventory of supplies on hand, as well as ordering inventory.
- Maintained daily cash drawer and balanced at the beginning and end of each shift.
- Upholded company's brand and high professional standards.
- Sold and merchandised other store products such as pastries, music, drinkware, and seasonal items.
- Delegated assignments to team members in order to have a productive and successful shift.
Education
Facial Specialist -
Palm Beach State College
Florida12.2011
Associates in Arts - General Academics
Palm Beach State College
12.2009
Skills
- Customer satisfaction
- Client relationship building
- Service delivery
Timeline
Enterprise Client Delivery Manager
brightfin
03.2023 - 05.2025
Client Support Lead
brightfin
04.2022 - 03.2023
Procurement Specialist
brightfin
09.2021 - 04.2022
Customer Service Specialist
Mobile Solutions/brightfin
07.2020 - 09.2021
Grove Guide II, Product Consultant
Grove Collaborative
07.2019 - 07.2020
Overnight Production
The Holy Donut
06.2018 - 07.2019
Receptionist / Optometric Technician
Eyes on Linton
01.2016 - 05.2018
Barista & Shift Supervisor
Starbucks Coffee Company
10.2009 - 12.2015
Associates in Arts - General Academics
Palm Beach State College
Facial Specialist -
Palm Beach State College