Summary
Overview
Work History
Education
Skills
Certification
Web
Timeline
Generic

Holly N. Brennison

Durango,CO

Summary

Dynamic Operations Leader with over 10 years of experience driving operational excellence, process optimization, and customer success in technology-driven environments. Proven expertise in leading cross-functional teams, managing complex programs, and implementing data-driven strategies to enhance KPIs, and organizational efficiency. Skilled in change management, systems integration, and scaling operations, with a track record of delivering measurable results, including $288K in annual cost savings through automation and self-service initiatives. Proficient in CRM platforms (Salesforce, Service Cloud), data analytics (SQL, Tableau), and project management tools (Asana, Smartsheet). Adept at fostering mission-driven cultures and leading high-performance teams remotely, well-positioned to excel as a Director of Operations, Senior Program Manager, or Customer Success Operations Manager in technology, healthcare, or education sectors.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operations Manager, Financial Support & Specialized Teams

Gravity Payments
01.2022 - 01.2025
  • Led diverse teams of technical experts, financial support specialists, and project managers to optimize multi-channel service delivery (phone, email, chat) in a B2B fintech environment.
  • Collaborated with engineering, CRM, and C-suite stakeholders to drive strategic initiatives and operational excellence across the organization.
  • Directed a multi-departmental project to implement customer self-service on a proprietary dashboard, reducing team workload by 50% and saving $288K annually.
  • Established a Subject Matter Expert team, improving escalation response times by 50%, strengthening partnerships, and reducing business attrition.
  • Implemented automation solutions with Engineering and CRM teams, enhancing support tasks and integrating two-factor authentication for improved security.
  • Developed and executed an annual Operations Business Plan with 30-, 60-, and 90-day tactical agendas, aligning resources with organizational goals.
  • Restructured a 40-member support team into four specialized units post-acquisition, optimizing IVR systems and boosting customer satisfaction by 30%.
  • Conducted data-driven performance reviews using SQL and Tableau, fostering professional growth and aligning team KPIs with company objectives.
  • Resolved executive-level escalations through root cause analyses, reporting critical findings to senior leadership to drive process improvements.

Leader of Operations, Technical Support

Worldpay from FIS
Durango, CO
01.2013 - 01.2021
  • Managed a team of 23 subject matter experts and supported 60 software support specialists to enhance operational efficiency and customer experience for integrated payment solutions.
  • Collaborated with cross-functional teams, including Operational Readiness and training staff, to drive process improvements and ensure team preparedness.
  • Reengineered inbound task processes for email and call structures, increasing SLA achievement from 50% to over 90% for nine consecutive months.
  • Delivered white-glove service to high-value partners, ensuring tailored solutions and sustained collaboration through proactive relationship management.
  • Developed comprehensive training materials with Operational Readiness teams, enhancing team preparedness for new product rollouts and procedures.
  • Created detailed reports and presentations for C-suite, leveraging SQL and Tableau to highlight operational data and propose efficiency enhancements.

Education

Coursework toward Anthropology -

Northern Arizona University
FLAGSTAFF, AZ

Business Management Certificate Program -

Ashworth College
Norcross, GA

Skills

  • Program Management
  • Operations Change Management
  • Process Optimization
  • Data Analytics & Reporting
  • Cross-Functional Team Leadership
  • Systems Integration
  • Strategic Planning
  • KPI Development & Management
  • CRM Software (Salesforce, Service Cloud)
  • Remote Team Leadership
  • Regulatory Compliance
  • CRM: Salesforce, Service Cloud
  • Data Analytics: SQL (Novice)
  • Project Management: Asana
  • Communication Tools: Microsoft Teams, Slack
  • Productivity: Microsoft Office (Word, Excel, PowerPoint), Google Suite
  • Phone Systems: Cisco, RingCentral
  • HR Systems: Workday, Namely
  • Change Management: Business as Unusual
  • Call Center Leadership: ICMI Training
  • Leading Remote Teams
  • Delivering Exceptional Customer Experience: Ignite

Certification

  • Business Management Certificate Program, Ashworth College, Norcross, GA
  • Lean Practitioner Certification, Six Sigma Global Institute

Web

linkedin.com/in/holly-brennison-14b68219b

Timeline

Operations Manager, Financial Support & Specialized Teams

Gravity Payments
01.2022 - 01.2025

Leader of Operations, Technical Support

Worldpay from FIS
01.2013 - 01.2021

Coursework toward Anthropology -

Northern Arizona University

Business Management Certificate Program -

Ashworth College

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Holly N. Brennison