Zachary Brett
Oldsmar,FL
Summary
Dedicated professional bringing 4 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
11
11
years of professional experience
Work History
SMB Customer Success Manager
KnowBe4
03.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Closed over $1.1 million worth of renewals in 10 months.
- Generated over $209,000 in upsell in 10 months.
- Won 93.5% of renewal deals on over 250 accounts with a Net Booking Retention of 114%.
Office Manager and Administration Specialist
Laursen Construction
03.2021 - 03.2022
- Transformed the company's organization capabilities by implementing a CRM system.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Improved process efficiency and workflow by implementing productivity initiatives and proactively identifying and resolving problems.
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Helped secure deals for 11 of our 12 bid proposals through needs assessment and customer rapport.
Regional Account Manager
KnowBe4
07.2020 - 02.2021
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Reviewed orders and client requests to streamline delivery services and resolve issues.
- Utilized customer relationship management systems to document client interactions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Contributor on the top regional sales team for Q4 2020.
- Designed and organized product packages for presentations and sold to over 20 clients.
Tech Touch Customer Success Manager
KnowBe4
06.2019 - 07.2020
- Managed successful negotiations of long-term contract renewals with franchise owners and sales affiliates.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Top Monthly Customer Success Manager in November 2019 and February 2020.
- Customer Success Manager Annual Top Performer Award for 2019.
- 93.58% customer renewal average with a portfolio of over 300 accounts.
- Promoted to our Regional Account Management department after 1 year for continuously surpassing company goals and expectations.
Graduate Assistant
Florida State University
08.2015 - 05.2019
- Assisted in managing, supervising, and scheduling 20-25 staff members.
- Monthly budget and usage tracking for 2 full-time facilities through organized spreadsheets.
- Arranged, coordinated and implemented promotion of aquatic facility programs and events such as NCAA competitions, Olympic events, and Special Olympics Training.
- Evaluated employees' daily job performance by adhering to development plans and personnel performance action plans.
Licensed Agent and Customer Service Representative
State Farm Mutual Insurance
06.2013 - 08.2015
- Called on policyholders to deliver and explain policies, analyze insurance programs, and suggest additions or changes.
- Explain features, advantages, and disadvantages of various policies to promote selling insurance plans.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Top auto insurance salesman for 25 consecutive months.
Education
Bachelor of Science - Business Management
Florida State University
Tallahassee, FL05.2019
Skills
- Tactical Planning
- Customer Rapport
- Account Updating
- Team Building
- Needs Analysis
- Due Diligence
- Customer Lifecycle Management
- Negotiation
Timeline
SMB Customer Success Manager
KnowBe4
03.2022 - Current
Office Manager and Administration Specialist
Laursen Construction
03.2021 - 03.2022
Regional Account Manager
KnowBe4
07.2020 - 02.2021
Tech Touch Customer Success Manager
KnowBe4
06.2019 - 07.2020
Graduate Assistant
Florida State University
08.2015 - 05.2019
Licensed Agent and Customer Service Representative
State Farm Mutual Insurance
06.2013 - 08.2015
Bachelor of Science - Business Management
Florida State University
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