Kelsey Brubaker
MD
Summary
Highly focused, detail-oriented, and passionate leader and account manager with a strong record of delivering on results and understanding the big picture to drive results with her team or clients. Skilled in Skilled in Customer Service, Sales, Customer Satisfaction, Sales Operations, Customer Retention.
Overview
13
13
years of professional experience
Work History
Supervisor- IoT Account Services
Verizon Wireless
05.2023 - Current
- I am responsible for leading a team of IoT Engineer Specialists providing single point of contact support to large and complex IoT customers. Provides support, project management, and escalation management for large IoT accounts, while driving Verizon initiatives. I manage projects by providing expert consultation and direction on BGCQ system functionality and initiatives related to the Internet of Things. Maintains cross-functional relationships with Verizon Engineering, Data sales, and technical teams.
- Main Responsibilities
- Lead implementations for all new accounts, bringing in new revenue for the department through IoT Managed Services and new IIoT Logos
- Creating processes and flows for support models in order to better align employee support
- Ensuring documentation for leadership readouts is completed and organized
- Associate Director POC and helped Associate Director prepare of Operations Review
- Be an escalation point of contact for employees and other work groups to resolve complex IoT issues
Supervisor- Advanced Solutions Public Sector
Verizon Wireless
03.2022 - 05.2023
- I support a group of 10-15 employees who handle complex troubleshooting calls for both our business and public sector customers. These calls include One Talk, M2M, International, Cloud Solutions, IOT, BLISS solutions and Fixed Wireless Access. I assisted in helping the employees learn new skills and improve those skills through weekly huddles and team meetings. I also supported individuals through 1x1 coaching's and role plays in order to create a personal approach. To assist our employees, I had to focus on learning the more advanced solutions so I could easily simplify for our employees to understand. During the transition period when we had no performance goals, I coached to behaviors and soft skills in order to help employees improve.
- Main Responsibilities
- Senior Manager POC and helped Senior Manager prepare of Operations Review
- Coaching and developing employees through weekly 1x1s and team meetings
Supervisor Public Sector Support
Verizon Wireless
09.2019 - 03.2022
- I help employees achieve performance results in revenue and efficiencies through coaching, trainings and motivating to improve KPIs. I handle complex escalations and resolve conflicts between Verizon and the customer. I partner closely with other departments including sales, legal, and finance in order to ensure Verizon stays in compliance of Public Sector contracts. I have managed teams in both an office environment and a work from home environment and was able to achieve high performance results in both settings.
- Main Responsibilities
- Managing a team of 10-15 representatives supporting Public Sector accounts, driving metrics and KPIs
- Driving team goals and center goals, while maintaining a relationship with employees
- Communicate clearly with manager and director on driving results and overall employee success
- Handle escalations from Senior Leadership and internal customers.
- Maintaining positive customer interactions in order to achieve high NPS and Rep Success
Global Enterprise Advisor
Verizon Wireless
07.2017 - 09.2019
- I am the internal consultant and advocate for our large enterprise customers. Being an account manager, I am the day to day contact for Verizon’s large enterprise customers, focusing on strategic customer success and customer relationship. I focus on driving growth for Verizon while advocating for the client’s needs and issues. Daily I partner with our internal teams to ensure effective resolutions. This requires project management, time management, oral/written communication, excellent customer service skills and the ability to build strong partnership relationships with sales, IT, and Finance. In the account management role, I stay in contact with my customers to understand their business and how Verizon solutions can help our customers with their future and current plans
- Main Responsibilities
- Managing the customer relationship for fortune 500 companies including Boeing, Oracle and being a back up to companies including Wells Fargo
- Handle escalations and research requests from other departments and customers efficiently
On Deck Fulfillment
Verizon Wireless
04.2016 - 07.2017
- This position is an acting supervisor position. We are given responsibilities and tasks as if we were supervisors and expected to deliver business results through a best-in-class customer experience and exemplary partnerships. We are given a small group of people to help improve their current results. While current supervisors are out of the office, we are expected to step into their role, manage their team, handle escalations and maintain the team stats. We are expected to receive feedback, apply coaching, and implement learning and trainings to improve job performance while adhering to the VZW Code of Conduct. In order to be successful, I had to learn good organizational, interpersonal, negotiation, staff development, and operations skills.
- Main Responsibilities
- Manage the performance of teams (including setting objectives, assessing performance, coaching for improvement).
- Improved Leadership skills and the ability to drive teams.
- Working with external support from other departments and having to collaborate and develop partnerships in order to resolve the issue.
- Manage Projects assigned by Senior Manager and partner with supervisor team throughout project in order to achieve success through effective action planning.
- Create action plans to solve complex problems by leading critical corrective action planning
- Work with multiple groups to understand Service Level management, shrinkage and time management constraints all while balancing customer demands with employee management
Coordinator-Account Management
Verizon Wireless
05.2014 - 07.2017
- I assist business and government accounts with requests sent through email while maintaining performing metrics in quality and efficiencies. In this position, we complete the process while following the company’s corporate contract. I processed equipment orders and account maintenance requests for SMB, National and Major accounts within the committed time frame and with a high level of accuracy using the Zero Defect Methodology.
- Accomplishments
- Worked on Bulk Team and gained advanced skill experience in Excel, Cognos, and VIP (API system for Verizon)
- Able to communicate with impact through email. Communicated clearly and concisely with customers both internally and externally to demonstrate the value of VZW.
- Maintained a top performing status by exceeding expectations in efficiencies and accuracy
Business Solutions Specialist
Verizon Wireless
07.2012 - 05.2014
- Provides quality customer service technology sales experience to major, national and government accounts with difficult or complex customer issues. This includes pro-actively managing all account activities and preparing reports for customers and management. This position receives and processes calls and orders and is expected to perform the full range of customer service functions, including but not limited to; call handling, billing, service and equipment inquiries and all other customer transactions. This position was a sales position and had a quarterly MBO.
- Main Responsibilities
- Responsible for customer follow ups end to end, including engaging key decision makers.
- Conducted regular customer account reviews while on calls, identify and act on sales opportunities; applies expert consulting skills by introducing broad VZW solutions / upgrades over products and services to address technical and business issues.
- Acted as a single point of contact for some of our customers to help manage and maintain their account.
- Focus on securing portfolio expansion opportunities with customers while on the same call and convert into an immediate sales opportunity where possible
- Adapt and change strategy each quarter in order to adjust to the new metrics that were being driven with the new MBO.
- Assisted leadership in building charts to interpret/analyze sales results
- While driving results for the company and our MBO having to maintain a focus on customer satisfaction measured through the after call survey which included NPS and Rep Resolution.
Education
Bachelor of Science - Political Science
Gonzaga University
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
Accomplishments
- Onboarded Duke Intelligent Lighting creating a Support Process and Flow for Intelligent Lighting customers
- Created documentation for employee business reviews to better balance account structure and be prepared for VSP
- Lead an initiative to remove manual work from the team, increasing trainings for customers, sales and support teams on TSM and APIs
- Lead volunteer efforts for the team created a cadence to encourage volunteering one time a month for the entire team
- Achieved overall performing results on Performance Goals built for Public Sector only calls, not the longer technical calls
- Part of Pilot group to move from Deliver the Promise to Customer Relationship Foundations
- Handled multiple escalations partnering with sales and GEA work groups
- Co-lead the training of former Tech Advocates to Advanced Solutions Public Sector in order to prepare them for Public Sector calls
- Partnered with training in order to audit training material in order to ensure it was up to date for the current role.
- Drove Change within Public Sector, helping enable Phone Support to handle Federal calls. Met with multiple groups to interpret data, close gaps, look for risks and ensure teams are trained on handling Federal accounts to avoid escalations. In the first quarter after this was implemented.
- SME for Purchase orders and WFM, teaching peers and employees how to use these tools
- SM POC and helped SM prepare of Ops Review
- Helped build and train all of BGCQ phone and loyalty teams Public Sector during restructure in July 2021
- Drove results and improved performance across the board with tips and tricks such as using NASPO pricing sheet, APNs and Static IPs
- I have helped drive revenue as a quad helping the quad see $2.25 ARPC for the first time, then helping drive to $2.50 in 2022
- Top Phone Supervisor in the Public Sector Space October 2021
- 100% NPS and Customer Satisfaction scores for all surveys given to customers
- Deescalated and retained top tier accounts, Oracle and General Atomics
- Maintained a strong partnership with Boeing during their own company reduction resulting in less than 1% Churn
- Member of Salesforce Champions to help train team on Salesforce. Salesforce was used as a way for internal partners to communicate
- Maintained over 80% of Base in contract and other KPIs for General Atomics and Masco Inc.
- In 2017 While leading a team for two weeks improved efficiencies on average 5%
- Through coaching and mentoring, improved Mentee efficiencies from developing to performing, without additional leadership engagement
- Built On deck Curriculum and then partnered with New On Deck supervisor in implementing
- Team Lead, helping drive Revenue portion of the MBO, sending out numbers to the team with improvements and gaps in order to ensure team achieved above 100% on this part of the MBO
- Achieving an average of 150% plus pay out on quarterly MBOs. Targets were based on 3 categories, efficiencies, revenue and company success (NPS)
Timeline
Supervisor- IoT Account Services
Verizon Wireless
05.2023 - Current
Supervisor- Advanced Solutions Public Sector
Verizon Wireless
03.2022 - 05.2023
Supervisor Public Sector Support
Verizon Wireless
09.2019 - 03.2022
Global Enterprise Advisor
Verizon Wireless
07.2017 - 09.2019
On Deck Fulfillment
Verizon Wireless
04.2016 - 07.2017
Coordinator-Account Management
Verizon Wireless
05.2014 - 07.2017
Business Solutions Specialist
Verizon Wireless
07.2012 - 05.2014
Bachelor of Science - Political Science
Gonzaga University