Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bryanna Vanenburg

Freeport,OR

Summary

Dynamic Brokerage Program Manager at CashApp with a proven track record in process automation and quality assurance, achieving a 67% reduction in processing time. Skilled in leadership and data analytics, I drive team success through strategic collaboration and innovative training initiatives, enhancing customer satisfaction and operational efficiency.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Brokerage Program Manager

CashApp
03.2023 - Current
  • Authored comprehensive standard operating procedures (SOPs) that streamlined workflows, and ensured consistent quality across team operations
  • Led end-to-end transformation of Elder Abuse Trusted Contact procedures, orchestrating collaboration across Engineering, Risk, Front Office, and Product departments to establish FINRA-compliant workflows, resulting in 92% reduction in processing time
  • Spearheaded transformation of Account Take Over (ATO) operations through process automation, achieving 67% reduction in processing time and enhanced accuracy; direct end-to-end investigations and provide strategic guidance to Front Office stakeholders
  • Led user experience enhancement initiative for Front Office teams, redesigning hashtag system documentation and training that improved comprehension scores from 2/10 to 9/10, resulting in 350% increase in understanding and adoption

Registered Customer Experience Team Lead

Robinhood
01.2022 - Current
  • Manage and mentor a team of 15 representatives
  • Completed 40 monthly Quality Assurance reports in order to ensure that my agents are compliant with our procedures and regulations
  • Created and monitored our escalation workflow that has lead me to solve 110 escalation cases
  • Collaborated with the product team and engineering team to understand customer impact for when outages occur
  • Analyze and assess root cause analysis for my teams surveys to understand the full picture of our monthly Customer Resolution Rate and to hear the concerns from our customers
  • Collaborate with our knowledge management team to ensure that our internal resources are accurate and detailed in order to set up our agents for success
  • Use the data analytics tool Lookr to understand my agents Total Net Promoter Score, Resolution Rate, Agent Satisfaction Survey Score, and productivity metrics

Registered Customer Experience Representative

Robinhood
08.2020 - 01.2022
  • Resolved customer fraud and brokerage inquiries, enhancing satisfaction and trust.
  • Led weekly onboarding for 50+ new hires, ensuring smooth integration and system familiarity.
  • Partnered with compliance to develop standardized training materials, improving staff competency.
  • Collected and relayed customer feedback to product team, driving product enhancements.
  • Achieved top rank in customer experience procedures, demonstrating expertise and reliability.

Education

MASTER BUSINESS ADMINISTRATION -

Hampton University
Hampton, Virginia
01.2022

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION

Hampton University
Hampton, Virginia

Skills

  • Leadership
  • Mentoring
  • Quality Assurance
  • Escalation Management
  • Root Cause Analysis
  • Data Analytics
  • Problem Solving
  • Training
  • Compliance
  • Customer Service
  • Data analysis
  • Customer service
  • Quality assurance
  • Regulatory compliance

Certification

  • Series 7
  • Series 9
  • Series 10
  • Series 63
  • Securities Industry Essentials
  • Brain Station Data Analytics

Timeline

Brokerage Program Manager

CashApp
03.2023 - Current

Registered Customer Experience Team Lead

Robinhood
01.2022 - Current

Registered Customer Experience Representative

Robinhood
08.2020 - 01.2022

MASTER BUSINESS ADMINISTRATION -

Hampton University

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION

Hampton University

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