Brittney Petties Email and Phone Number
Brittney Petties work email
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Brittney Petties personal email
Throughout my career, I have been known as a seasoned and results-driven executive with extensive success in developing and implementing strategic initiatives aimed at enhancing customer satisfaction, loyalty, and retention.I have a demonstrated history of driving revenue growth through the delivery of exceptional customer experiences and the execution of innovative customer success programs.I have an impeccable track record of fostering strong customer relationships and leveraging insights to inform product development and enhance service offerings.I have proven expertise in developing and facilitating customer journey workshops to identify pain points and cost savings opportunities.I am recognized as a skilled leader with a talent for building high-performing teams and aligning customer-centric objectives with organizational goals. I am committed to driving continuous improvement and innovation in customer success practices.While others take pride in meeting all standards, I am passionate about delivering service that exceeds expectations.
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Independent Management ConsultantBx Aligned StrategiesTexas, United States
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Independent Management ConsultantCsg Forte May 2024 - PresentFort Worth, Tx, UsLead the development and implementation of M&A program strategies, aligning them with corporate objectives.Define and implement M&A program governance frameworks to ensure efficient deal execution.Develop and maintain M&A playbooks and templates for consistent process adherence.Manage cross-functional teams through pre and post acquisition phases. Conduct comprehensive due diligence, identify key risks and opportunities, securing optimal results for the client.Manage post-merger integration processes, ensuring smooth operational and cultural transitions. -
Vice President Of Customer Success & Centricity ConsultantCsg May 2022 - Apr 2024Englewood, Colorado, UsAs interim leader, I implemented consulting solutions to revamp team structure into a Customer Success model for the CX Business Unit, overseeing an $86M ARR customer portfolio.Developed customer success strategies to drive success and retention, including customer segmentation, journey playbooks, and KPIs.Spearheaded operational transformation from a managed service to a SaaS model for customer success.Implemented innovative solutions to enhance the efficiency and effectiveness of customer success processes, improving retention and account expansion.Directed enterprise-wide Customer Centricity consulting initiatives, optimizing processes, managing change, and increasing cross-selling opportunities.Orchestrated cross-functional collaboration with Sales, Data Services, Finance, and Delivery teams.Transformed insights from feedback into actionable outcomes through developing customer-centric VOC and process optimization strategy. -
Vice President, Payment Operations & Csg Forte Chief Operating OfficerCsg May 2021 - May 2022Englewood, Colorado, UsManaged $130 million P&L and a global 70+ employee organization, overseeing activations, renewals, retention, support, CX, account expansion, and risk mitigation.Executed growth strategies resulting in a 10%, $12.25M increase in organic gross revenue.Led business architecture and process improvement initiatives, achieving $2.2 million in cost savings.Established customer-centric programs amplifying the voice of the customer.Optimized merchant onboarding, reducing Time to Revenue by 46% from an average of 39 to 21 days.Served as the COO on CSG Forte Executive Board, providing strategic leadership for the Payments Business Unit.Maintained positive relationships with 32 state MTL regulators as a registered control person, ensuring compliance with regulatory standards.
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Executive Director Of Customer SuccessCsg Jan 2020 - May 2021Englewood, Colorado, UsManaged a $5M cost center with 50+ employees and a $118M ARR customer portfolio.Established the Customer Success and Customer Analytics departments and provided oversight for the global Support Services department.Accountable for driving product adoption, monetizing support capabilities, account activations, CX improvements, and cross-functional process enhancements.Collaborated with GTM and Product departments to enhance payment technology based on business requirements.Implemented call and ticket deflection strategies, including chatbots and automation, to improve customer satisfaction and reduce issue resolution time.Led product migration initiatives and collaborated with Product Management to implement Pendo product analytics solution.Supported compliance periodic reviews, including SOC, PCI, NACHA, Vendor, Processing, and Sponsor Bank Audits.
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Sr. Director, Support ServicesCsg Mar 2018 - Dec 2019Englewood, Colorado, UsManaged daily operations for Customer Support, Partner Support, Integration Support, Direct Recovery, and Account Management teams.Achieved a 25% capacity gain through strategic workflow optimization initiatives.Demonstrated exceptional account management skills with a 95% managed account retention rate.Realized a 7% organic expansion, equivalent to $4.5M, in a $65M ARR managed account portfolio, contributing to overall business growth.
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Director, Customer ServiceCsg Mar 2014 - Mar 2018Englewood, Colorado, UsManaged daily operations of Merchant Support, Partner Support, Integration Support, and Direct Recovery departments.Implemented a quality assurance program resulting in a 32% improvement in overall quality.Improved tech stack by implementing interactive contact center phone and ticketing systems, leading to increased productivity across multiple departments.
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Client Services ManagerCr Partners Oct 2009 - Feb 2014Responsible for overseeing the daily operations of the Inbound Customer Service, Mail room, Training and Data processing departments. Instrumental in creating process improvements, employee development through coaching, feedback and quality monitoring. Report department results through call data tracking, employee metrics and queue monitoring.
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Manager Of Client RelationsCompass Credit Services Jun 2007 - Oct 2009Created and implemented new processes for company to improve efficiency and reduce cost. Handled employee development, quality assurance, training, coaching and disciplining.
Brittney Petties Skills
Brittney Petties Education Details
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East Texas A&M UniversityOrganizational Leadership
Frequently Asked Questions about Brittney Petties
What company does Brittney Petties work for?
Brittney Petties works for Bx Aligned Strategies
What is Brittney Petties's role at the current company?
Brittney Petties's current role is Independent Management Consultant.
What is Brittney Petties's email address?
Brittney Petties's email address is br****@****sgi.com
What schools did Brittney Petties attend?
Brittney Petties attended East Texas A&m University.
What skills is Brittney Petties known for?
Brittney Petties has skills like Leadership, Customer Experience, Large Group Facilitation, Team Building, Strategic Partnerships, Customer Success, Executive Management, Account Management, Operational Planning, Reporting And Analysis, Microsoft Powerpoint, Customer Retention.
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