Brittany VanOstran
Lansing,MI
Summary
Proven leader in operational efficiency and strategic execution, Significantly enhanced client satisfaction and business growth at Smith.ai. Expert in process improvements and team leadership, Led the Client Success team that increased long-term plan adoption by over 33%, demonstrating exceptional customer retention and data analysis skills.
Overview
8
8
years of professional experience
Work History
Head of Client Operations
Smith.ai
09.2017 - Current
- Enhanced client satisfaction by streamlining operational processes and implementing effective communication strategies.
- Developed comprehensive training programs for new hires as well as ongoing development opportunities for existing staff members in Client Operations roles.
- Coordinated internal resources to ensure timely resolution of client issues or concerns, consistently exceeding customer expectations.
- Developed strong relationships with key clients, resulting in increased revenue and business growth.
- Increased adoption of long term plans by over 33% YoY, resulting in 4.5% of ARR collected in 2023.
- Reduced and then maintained average regrettable revenue churn at 0.50% for the last 24 month, 15 months were at or under 0.40%.
Virtual Assistant
Self-Employed
09.2016 - 12.2017
- Monitored emails, organized inbox, and prioritized messages for clients.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
Temp Worker
Kelly Services
06.2016 - 06.2017
- Contributed positively to workplace morale by maintaining a professional and positive attitude in all temporary assignments.
- Served as a reliable team player who consistently met or exceeded expectations in all tasks assigned throughout numerous temp jobs.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Education
No Degree - Business Administration And Management
Ohio Dominican University
Columbus, OHNo Degree - Business Administration And Management
Lansing Community College
Lansing, MIHigh School Diploma -
Williamston High School
Williamston, MI06.2007
Skills
- Operational Efficiency
- Strategic planning and execution
- Process Improvements
- Team Leadership
- Customer Retention
- Data Analysis
- Performance Analysis
- Resource Allocation
- Customer Service
Timeline
Head of Client Operations
Smith.ai
09.2017 - Current
Virtual Assistant
Self-Employed
09.2016 - 12.2017
Temp Worker
Kelly Services
06.2016 - 06.2017
No Degree - Business Administration And Management
Ohio Dominican University
No Degree - Business Administration And Management
Lansing Community College
High School Diploma -
Williamston High School
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