Mikel Brandy
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Sunny Day Fund Solutions Inc. SaaS
11.2021 - Current
- SaaS (Sunny Day Fund- API driven emergency savings platform) This is a benefit that the employer offers their employees
- Manage the daily operations of the customer success department.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Created customer support strategies to increase customer retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Business Development Manager
Legal And General America (2 Year Contract)
01.2021 - 12.2022
- Legal and General America is one of the largest Term life insurance companies in America.
- Manage 40 Prime accounts ($250K to $10M+ revenue generation)
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Created and executed training modules and material for 1000+ advisors attached to the prime accounts.
- Represented the company in multi national symposiums and presented forecasted data, sales and marketing trends to improve company relationship and build new sales leads
- Work directly with each account CEO/COO to build specific plans on improving sales generated to
- Customer success and support - Manage my team of CS specialist.
- Data collection through customer interaction and KPI/Metrics monitoring
- Facilitated business by implementing practical networking techniques.
Director of Customer Success
Gerry Care (1 Year Contract) SaaS
01.2021 - 12.2021
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Implemented systems and procedures to increase sales.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Facilitated business by implementing practical networking techniques.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Senior Sales and Technical Support Operations Manager
Asurion (SaaS)
11.2015 - 12.2020
- SaaS (Verizon Tech Coach- App/Software- mobile insurance and tech support ) This new software was sold as an addition to the customers Verizon account for an up-charge.
- Supervised a Team of 8 Supervisors and 120 agents on Sales and Technical Support for the Verizon, ATT, Dish and Sprint Clients.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Prepared sales presentations for clients showing success and credibility of products.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Implemented systems and procedures to increase sales.
- Managed all HR practices for my Team.
Sales Marketing Operations Manager
Directions In Research
04.2008 - 03.2015
- Responsible for multiple market research accounts.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
- Managed marketing budget and associated P&L to develop and execute marketing strategies, budgets and sales plans for business segments.
- Coordinated with design and media teams to develop high-quality creative assets.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Conducted market research to identify new opportunities and target markets.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Responsible for creating and executing ongoing training and employee development programs
Education
Associate of Science - Information Technology
Soluto University
Orlando, FL12.2016
MBA - Business Administration
University of Illinois Urbana
Urbana, IL08.2004
Bachelor of Science - Psychology
University of Illinois At Urbana-Champaign
Champaign, IL08.2001
Skills
- Account Updates
- Inventory Control Processes
- Brand Enhancements
- Client Service Optimization
- CRM Software
- Training Seminars
- Sell Technical Products
- Effective Customer Communication
- Sales Proficiency
- Customer Relations
- Best Practices and Methodologies
- Operational Efficiency
Timeline
Customer Success Manager
Sunny Day Fund Solutions Inc. SaaS
11.2021 - Current
Business Development Manager
Legal And General America (2 Year Contract)
01.2021 - 12.2022
Director of Customer Success
Gerry Care (1 Year Contract) SaaS
01.2021 - 12.2021
Senior Sales and Technical Support Operations Manager
Asurion (SaaS)
11.2015 - 12.2020
Sales Marketing Operations Manager
Directions In Research
04.2008 - 03.2015
Associate of Science - Information Technology
Soluto University
MBA - Business Administration
University of Illinois Urbana
Bachelor of Science - Psychology
University of Illinois At Urbana-Champaign
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