Laura Bradford
Mount Vernon, Washington, United States
Summary
Results-driven Director of Customer Success with a proven track record of managing teams to achieve productivity and efficiency in task completion. Skilled in strategic planning, customer relationship management, and process optimization to enhance customer success outcomes. Excel at communication, leadership, and problem-solving, ensuring seamless operations and high customer satisfaction levels. Committed to leveraging these skills to drive growth and foster strong client relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Manager/Interior Designer
The RJ Group
Bellingham
01.2024 - 05.2025
- Directed all design and development aspects of real estate projects, from conception to execution.
- Collaborated with architects, engineers, and ownership teams to ensure feasibility, value engineering, and timely delivery.
- Managed stakeholder communication and aligned project timelines and deliverables.
- Led branding and marketing efforts by approving logos and collateral designs with external vendors.
Regional Director of Customer Success Team
Curbio
Remote
05.2021 - 12.2023
- Managed a team of 5 to 9 Project Managers, overseeing over $4 million in quarterly revenue.
- Achieved 72 and 92 NPS scores (goal: 70) through strategic outreach and customer relationship building.
- Spearheaded SOP rollouts, including a standardized Customer Expectations document.
- Co-led curriculum development for a national PM training roadmap.
- Acted as the primary escalation point for customer issues, resolving complex challenges swiftly, and eliminating churn.
- Training, coaching, and developing a project management team by creating and leading weekly team strategy meetings, and strategic goal-setting sessions.
- Executed all new SOPs and SLAs for a team in a rapidly growing startup environment by presenting, monitoring, and driving key goals.
Listings Concierge Design Project Manager
Redfin
Seattlke
11.2019 - 05.2021
- Sold and produced the highest volume of concierge design projects for the Seattle market in 2020 (51 projects).
- Mentor and lead fellow team members through training, coaching, and facilitating onboarding.
- Managed multiple vendors for projects, including negotiating contracts, quality control, timelines, and budgets.
- Exemplify key business drivers by developing strong partnerships with agents, vendors, internal stakeholders, and creating strategic scope recommendations.
- Spearheaded and created training materials, i.e., Virtual Design Walkthroughs.
Associate Product Manager
Katerra
Seattle
10.2018 - 09.2019
- Facilitated communication between internal stakeholders across multiple departments.
- Partnered with global sourcing and design teams to develop cohesive finish packages.
- Conducted analysis and facilitated discussions with key stakeholders in the product selection process.
- Led cross-functional coordination for product launches, specifications, and profitability analysis.
Selections Manager
American Classic Homes
Mercer Island
06.2018 - 09.2019
- Guided homebuyers through design selections, and managed project timelines.
- Coordinated closely with construction and supplier teams to maintain quality and cost-efficiency.
- Worked closely with suppliers to develop standard offerings and upgraded finish options.
- Established and continually updated pricing and sample inventory.
Sales Assistant
Baker Furniture
Seattle
09.2017 - 06.2018
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Contributed to the preparation for sales outreach appointments and follow-up.
- Generated letters for direct customer marketing.
- Created sales and pricing quotations for customers.
- Monitored all open orders from placement to delivery.
Traffic and Sales Manager Brand Specialty
Total Creative Incorporated
Seattle
09.2015 - 09.2017
- Cultivated strong customer relationships to accelerate sales growth.
- Developed sales and branding proposals featuring innovative product solutions within budget constraints.
- Evaluated and selected potential vendors for optimal performance.
- Managed communication regarding customer orders and shipments in a fast-paced environment.
Education
Certificate of Project Management - Project Management
University of Washington
Seattle, WA06-2018
Bachelor of Arts - Interior Design
Seattle Pacific University
Seattle06-2004
Skills
- Project management and budgeting
- Vendor management and sourcing
- Stakeholder communication and relations
- Quality control and process improvement
- Team leadership and bonding
- Training development and staff management
- Time management and prioritization
- Negotiation and influencing skills
- Cross-functional collaboration and coordination
- Conflict resolution and customer engagement
Certification
- Collaboration Badge-University of Washington 2022
Accomplishments
- Promoted from Project Manager to Regional Director of Customer Success with Curbio
- Selected Guest Speaker University of Washingon Scholarship Program Event-2019
- Certificate of Recognition for delivering high standards of service through effective communication skills and commitment to solving customer needs-Baker Furniture 2006
- Certificate of Applied Learning-Seattle Pacfic University-2006
- Deans Scholar Award-Seattle Pacific University-2002-2003
Affiliations
- Currently earning my Real-Estate License through Rockwell University
- Health & Wellness-Macros tracker
- Golden Retriever enthusiast
Languages
Spanish
Limited
References
References available upon request.
Timeline
Project Manager/Interior Designer
The RJ Group
01.2024 - 05.2025
Regional Director of Customer Success Team
Curbio
05.2021 - 12.2023
Listings Concierge Design Project Manager
Redfin
11.2019 - 05.2021
Associate Product Manager
Katerra
10.2018 - 09.2019
Selections Manager
American Classic Homes
06.2018 - 09.2019
Sales Assistant
Baker Furniture
09.2017 - 06.2018
Traffic and Sales Manager Brand Specialty
Total Creative Incorporated
09.2015 - 09.2017
Certificate of Project Management - Project Management
University of Washington
Bachelor of Arts - Interior Design
Seattle Pacific University
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