Cory Brannon

- Managed 15+ enterprise accounts, conducting quarterly reviews to improve retention by 25%. Tailored solutions to evolving client needs.

- Expanded 5 accounts worth $500K+ ARR through strategic consultations. Demonstrated ROI to secure contract renewals at a 95% rate.

- Mediated high-stakes client conflicts, preserving 100% of at-risk accounts. Identified root causes and negotiated win-win solutions.

- Partnered with Product teams to prioritize 12 client-requested features. Translated feedback into actionable roadmap items.

- Developed client success playbooks, reducing time-to-value by 30%. Standardized onboarding for complex B2B platforms.

- Led workshops to uncover $200K expansion opportunities. Aligned solutions with client business objectives.

- Boosted NPS scores by 18 points through feedback-driven improvements. Implemented proactive health checks for key accounts.

- Built executive dashboards to track account risks/growth. Provided visibility into relationship health for leadership.

- Facilitated client advisory boards, directly influencing 3 service offerings. Strengthened partnerships through co-innovation.

- Mentored junior team members, improving team-wide satisfaction metrics by 15%. Shared relationship management best practices.

- Led 20+ offshore agents, improving CSAT by 18% through targeted coaching and performance metrics. Reduced average handle time by 20% with workflow optimizations.

- Collaborated with Sales/Marketing to refine customer engagement strategies, increasing retention by 12%. Advocated for user feedback in product roadmap decisions.

- Designed leadership training for supervisors, reducing team attrition by 15% and boosting morale. Recognized as top manager for 3 consecutive years.

- Mediated escalated complaints with a 95% resolution rate, turning detractors into promoters. Streamlined escalation paths for faster resolutions.

- Partnered with HR to refine hiring criteria, increasing new hire retention by 25%. Developed a peer mentorship program to accelerate onboarding.

- Negotiated vendor contracts, saving $75K/year on support tools. Implemented cost-effective solutions without compromising quality.

- Organized cross-departmental workshops, reducing repeat inquiries by 30%. Aligned teams on common customer pain points.

- Created agent performance dashboards to track KPIs (CSAT, AHT). Drove accountability with transparent reporting.

- Spearheaded a customer feedback loop, influencing 5+ product improvements. Bridged gaps between support and engineering teams.

- Reduced onboarding time for new hires by 30% through training guides and simulations. Standardized best practices across the team.

- Trained 100+ employees on new systems post-merger, achieving 90%+ satisfaction. Minimized disruptions during transition.

- Acted as liaison between technical and non-technical teams, ensuring clear communication. Kept integration timelines on track.

- Coached employees struggling with new tools, improving adoption rates by 25%. Developed simplified training materials.

- Presented progress updates to executives, translating technical challenges into business impacts. Gained leadership buy-in.

- Partnered with HR to reduce merger-related turnover by 20%. Launched an employee support program.

- Mediated disputes between legacy teams, fostering collaboration. Aligned teams on shared post-merger goals.

- Advised executives on workforce realignment, minimizing customer service disruptions. Balanced operational needs.

- Improved vendor training materials based on user feedback. Enhanced clarity for end-users.

- Recognized for maintaining team morale during high-stress transitions. Organized team-building initiatives.

- Developed a post-merger recognition program, boosting engagement. Celebrated milestones to reinforce culture.

- Achieved 98% first-contact resolution by de-escalating conflicts empathetically. Built trust with frustrated customers.

- Mentored new hires on communication techniques, improving team performance by 15%. Reduced call escalations by 20%.

- Advocated for process improvements in cross-functional meetings. Influenced 3+ changes to reduce customer effort.

- Recognized as top performer for problem-solving. Earned 10+ customer commendations for exceptional service.

- Identified upsell opportunities in 5% of support interactions. Collaborated with Sales to boost revenue.

- Created training guides to standardize best practices. Improved consistency in support quality.

- Served as liaison between customers and Product teams. Ensured 20+ feedback items were actioned.

- Mediated team disputes, fostering collaboration. Reduced interpersonal conflicts by 40%.

- Volunteered as culture ambassador, organizing team-building events. Improved morale and retention.

- Delivered constructive feedback to leadership on employee pain points. Led to 2 policy adjustments.