Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

BRITTNEY ROQUEMORE

Decatur,GA

Summary

Skilled Executive with 10 years of business development and strategic planning expertise. Adept at implementing improvements to optimize efficiency in business operations. Highly skilled in process optimization, Customer Success and Experience strategic leadership, and change management.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Head of CS/X

Repli, Inc
10.2022 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
  • Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
  • Represented organization at industry conferences and events.
  • Formulated and executed strategic initiatives to improve product offerings.
  • Cultivated company-wide culture of innovation and collaboration.

MARKET LEADER

Bank Of America
03.2018 - 10.2021
  • Hired and led 160 managers, supervisors, and associates
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
  • Evaluated metrics to improve end to end performance
  • Exceeded sales and customer experience targets 220% with motivational approaches focused on continuous improvement and strategic goal attainment
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Conceived new customer service model at multiple locations, resulting in 112% boost in customer service ratings.
  • Spearheaded Enterprise Customer Success strategy and methodology
  • Maintained internal standards of World-class customer success and experiences.
  • Fostered clarity and accountability around key leading and lagging indicators for tracking customer health and growth potential

Head of Customer Success and Sales

Vow To Be Chic
03.2014 - 04.2018
  • Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores +95%
  • Collaborated with internal stakeholders to close gaps and improve customer experience
  • Led implementation and development of new customer success strategies, including research, analysis, testing, and launch across multiple channels (web, mobile app).
  • Managed team of 34 employees, overseeing hiring, training and professional growth of employees
  • Led projects and analyzed data to identify opportunities for improvement
  • Maintained energy and enthusiasm in fast-paced environment
  • Drove strategic value to customers, and drove revenue growth in partnership with Sales team through up-sell and cross-sell initiatives
  • Collaborated with Marketing and Teams to design integrated marketing plans to support growth initiatives through digital marketing strategies such as SEO/SEM, paid search advertising campaigns, email marketing, and automation tools.
  • Collaborated cross-functional teams on diverse initiatives; web analytics; online sales & eCommerce; CRM; etc., ensuring alignment with overall KPI, company objectives and goals.

Skills

  • Profit and Loss Management
  • Performance Benchmarking
  • Process Improvement
  • Contract Negotiation
  • Stakeholder Management
  • Organizational Development
  • Succession Planning
  • Strategic Planning

Accomplishments

  • Coaching and Development
  • Recruiting, Hiring, and Onboarding
  • Data Management
  • Time Management
  • Research and Development
  • Emotional Intelligence
  • Customer Intelligence
  • Customer Success Plans
  • Customer Value Review (QBR / EBR, etc.)
  • Sales: Prospect, Opportunity, Qualification, Closing
  • Pipeline
  • Cross-sell, Up-sell, Renewal
  • Down-sell
  • Customer Lifecycle
  • Executive sponsor, Influencer, Economic Buyer
  • Value: Creation, Gap, Proposition, Realization .

Certification

  • PMP - Project Management Professional
  • CBAP - Certified Business Analysis Professional
  • CM - Certified Manager Certification
  • CSM Software
  • CCXP- Certified Customer Experience Professional

Timeline

Head of CS/X

Repli, Inc
10.2022 - Current

MARKET LEADER

Bank Of America
03.2018 - 10.2021

Head of Customer Success and Sales

Vow To Be Chic
03.2014 - 04.2018
  • PMP - Project Management Professional
  • CBAP - Certified Business Analysis Professional
  • CM - Certified Manager Certification
  • CSM Software
  • CCXP- Certified Customer Experience Professional

Similar Profiles

CREATE PROFILE
BRITTNEY ROQUEMORE