Brianna Pearson
Palm Beach,QLD
Summary
Professional with focus on client success and history of delivering exceptional service and support. Adept at managing client relationships, resolving issues promptly, and ensuring continuous improvement. Known for strong team collaboration, adaptability, and commitment to achieving results. Expertise includes client onboarding, relationship management, strategic planning and quality assurance.
Overview
6
6
years of professional experience
Work History
Quality Assurance Manager
The Travel Corporation
08.2022 - Current
- Conducted daily audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
- Recorded, analyzed, and distributed statistical information.
- Monitored staff organization and suggested improvements to daily functionality.
- Collaborated with cross-functional teams to develop and implement process and system improvements. - South Africa, North America and Manila teams.
Client Success Manager
Houzz
07.2021 - 08.2022
- Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Streamlined communication between clients and internal teams for smoother project execution.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
Client Service Coordinator
Princess Polly
09.2018 - 07.2021
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favourable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Improved first contact resolution rates with thorough product knowledge and efficient problem-solving skills.
Education
Diploma - Graphic Design
Sunshine Coast Tafe
Sunshine Coast, QLD12-2009
Skills
- Quality assurance experience
- Performance monitoring
- Multitasking
- Reliability
- Team Leadership
- Quality Control Management
- Professionalism
- Customer service and support
- Sales expertise
- Client onboarding
- Conflict Resolution
- Communication Skills
- Deadline-oriented
Accomplishments
- Hosted daily client calls to answer questions, deliver updates, and discuss issues, promoting an open environment that resulted in over 90 contracts for the year.
- Served as a client advocate, providing excellent service, and exemplary support, which resulted in several lucrative contracts
- Alleviated customer issues immediately through careful research, case triaging, and active listening, enabling problems to be remedied before escalation.
- Achieved 30% decrease in booking errors by completing quality control call listening with accuracy and efficiency.
- Collaborated with a team of 10-15 in the development of QA across regions in calibration sessions
Languages
English
Timeline
Quality Assurance Manager
The Travel Corporation
08.2022 - Current
Client Success Manager
Houzz
07.2021 - 08.2022
Client Service Coordinator
Princess Polly
09.2018 - 07.2021
Diploma - Graphic Design
Sunshine Coast Tafe
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