Adrian Brady-Cesana Email & Phone Number

Buffalo, New York, Us

CXChronicles provides CX, Customer Success & Customer Support focused content, strategic partnerships & CX/CS & RevOps focused services. We work hand in hand with your customer facing teams & executives by focusing on team & tech-stack assessments, as well as optimizing & curating your company's inside sales, customer experience and customer success teams living playbooks & Knowledge base by helping them chronicle & find clarity on The Four CX Success Pillars -- Team, Tools, Process and Feedback.CXC works with your customer portfolios and customer facing teams across people, process and product to understand how our core partners like Intercom, Hubspot, Zendesk, Freshworks, + a plethora of other SaaS solutions & platforms that can increase your bottom line, net revenue retention & most importantly keep your customers & internal teams happy as your business scales into the future. We also build Voice of Customer (VOC) task forces & reporting, customer listening reports & living playbooks/FAQs & knowledge bases to feed to your AI solutions. We’re also experts in end to end customer journey maps & customer onboarding to aid revenue growth, customer success and most importantly revenue retention. To learn more about our playbook for CX/CS/RevOps success check out my book on Amazon today "The Four CX Pillars To Grow Your Business Now -- The Customer Experience Playbook". Learn more about our product and services by visiting www.CXChronicles.com and ask us about how you can make customer happiness a habit today. Also check out the CXChronicles Podcast on Itunes, Spotify, Amazon Podcasts, Google Podcasts. 250+ episodes featuring customer focused business leaders & Founders from across the world building incredible companies. Tune in weekly to listen to our guests share stories, industry insights, CX/CS weekly updates & best practices from leading experts at companies like Comcast, Slack, Gainsight, FuboTV, Forbes, Molson-Coors, FICO, Intercom, Jerry & Zendesk.

Lake Erie, Ny, Us

We bring more than 10 years experience in the homesharing industry and 15 years in hospitality. Our background spans from international white-gloved homesharing to luxury floral design to fine dining to opening our own homes via Airbnb, VRBO and Booking.com.Our portfolio of short-term rental properties are scattered along the shores of Lake Erie, New York - providing a breathtaking view of lake sunsets. We welcome family vacations, friends reunions or little weekend getaways.Our five-star ratings across multiple platforms demonstrates our attention to guest experience. We've taken the time to make sure every property is equip with all you need for a hassle-free vacation.

Buffalo, New York, Us

ACV Auctions’ mission is to become the most trusted source in the industry for purchasing wholesale vehicles. Our product leverages mobile to its maximum benefit through enabling 20-minute auction sessions from dealers’ lots; this eliminates the need to ship cars to auction. Our technology modernizes the entire arc of auction operations, including account management, title management, floor plan purchasing, arbitration, and facilitating logistics. Check out ACV Auctions today!

New York, Us

Hometeam transforms the in-home care and aging experience by providing clients with personalized care planning, expert caregiver matching, custom mobile technology, and proactive case management to improve older adults’ health and well-being while giving their families peace of mind.• Oversee the general management of NYC and NJ based operations and sales• Own P&L management of $15M+ in annual revenues• Manage team of 10+ account managers and 15+ customer experience representatives • Hire, train and retain 400+ GEO-based HHA's -- including office execs and in-field clinicians• Setup and built out Customer Experience team, 10+ CX reps• Setup and built out role-based playbook for account management and CX team• Responsible for daily inbound/outbound client communications, via Salesforce and Zendesk• Report directly to CEO, COO, CMO

London, London, Gb

onefinestay revolutionizes the city stay experience for guests. The unhotel, as it's called, means getting all the best bits of hotel service—five-star linens, a world-class team on call twenty-four seven—within a distinctive home. Kiss goodbye to sterile hotel rooms: the unhotel is all charming townhouses, quirky lofts, and stunning penthouse apartments, in the world’s most exciting major cities.• Oversee the general management of 500+ New York City properties and home quality efforts for portfolio• Own P&L management of $12+ million annual revenue• Manage team of 10+ Customer Service Executives and team of 5+ Host Relations Account Managers• Hire, train, and retain all staff related to customer experience based teams• Established new training initiatives for Customer Service Executives, specifically 30-day training and ramp plans, as well as Customer Service team policies and procedures• Built out new tools for customer call-logs and reporting, via Shoretel solutions• Manage daily inbound & outbound customer requests, via Jira Issue and Project Tracking Software• Report directly to President of Americas

New York, New York, Us

• Directed and oversaw the planning, day-to-day management, business development and operations of the flagship market (comprising of more than 500 corporate subscription customers), which led to YOY revenue growth of 150%• Owned full P&L responsibility of New York City market, which comprised $5M+ annual revenues• Supervised vendor relations, both internal and external for 20+ vendors• Lead strategic projects including the creation and implementation of new training initiatives and the production and delivery policies and procedures• Assisted with the organization and launch of H.Bloom's SEED program (Serial Entrepreneurship Education Development management training program), which lead new aspiring managers through a series of learning modules and real-life business experiences dealing with live interactions with internal operations and customers, article featured in The New York Times• Managed recruitment, training and retainment across Sales, Account Management, Production, and Fulfillment teams• Lead and developed costing strategies for Sales and Account Management teams, including direct supervision and monitoring of product and customer gross margin goals• Coordinated payroll, personnel scheduling and daily direction of 50+ full-time and part-time staff members• Collaborated with Buying Team to monitor inventory management controls and procurement strategies• Responsible for delivery route optimization and the upkeep, management and maintenance involving a 10+ vehicle fleet

Property Armor LLC was a mortgage field services company based out of New York City. We provided a vast number of property preservation services including evictions and home improvement-related services. Property Armor LLC brought properties into "market condition" and helped to make sure they remained marketable and secured, while being sold for our respective clients. Our company primarily worked hand-in-hand with different banks and regional companies throughout the country and we specialized in dealing with foreclosures, real estate-owned properties and commercial property maintenance.• Founded company and grew to $250,000+ annual revenue within one year; exceeded $1M in revenue over 3+ years• Responsible for the property management of 500+ properties across central Florida from Tampa Bay to Orlando• Established new markets in Florida, New Jersey, and New York; utilizing traditional and internet-based marketing strategies and activities• Responsible for the management and direction of 10+ field and office-based staff• Directed the planning, management, and day-to-day business operations of the company• Evaluated business challenges and progress, resolved and improved business impediments and challenges, and explored new emerging business opportunities• Maintained the company’s Google Adwords campaign; basic understanding of PPC and CPM and other related internet marketing initiatives• Responsible for customer relations management and new customer acquisitions• Managed and organized company related data and materials including; financial reports, employee documents, and inventory management• Managed payroll, personnel scheduling, and work order distribution• Utilized outside consulting, outsourcing, and support for business-related requirements

• Implemented and designed strategic planning and organizational structure start-up company• Helped maintain workflows of daily tasks throughout the organization and reported directly to the CEO and President on tasks ranging from marketing objectives to sales and operations• Studied and reviewed current industry trends and standards and developed new inititives to help boost the development of the business • Was responsible for the evaluation and implementation of various work and job order processing; completed through the use of various mortgage field service and lender created software solutions• Directed the various technological projects completed throughout the company including; the set-up and administration of our system network and our company's website

• Provided in-depth analysis of clients'​ websites including, keyword research, site architecture analysis, internet market research including market competitiveness, and based on findings create SEO strategies to improve overall web visibility• Led project management for organic optimization, paid search marketing, blog implementation, email campaigns and link building• Measured results for Web Marketing Projects -- email, paid search, and organic optimization with monthly client reports focusing on the clients' ROI• Manage day-to-day client relationships through conference calls and presentations• Supported branding initiatives by designing Corporate Identity that remains consistent across all media platforms• Designed and supported new product launches including monitoring of monthly sales updates

B.S., Business Marketing/Entrepreneurship

Education record