Brad Bong Email & Phone Number

Sacramento, Ca, Us

• Increased customer retention by 25% through the implementation of a tailored onboarding program that streamlined the licensing process and enhanced engagement with Pilates education materials.• Managed a diverse portfolio of 463 accounts, including 10 Enterprise ($1.2M revenue), 96 medium-touch SMB ($500K+), and 357 low-touch SMB (< $350K) accounts.• Collaborated with Business Analyst and Business Development to develop account management framework using CAC, ROI, and CLTV metrics to drive targeted strategies for renewals, retention, growth, and upsells, yielding actionable insights within 6 months.• Expanded enterprise customer revenue by $300K YoY by introducing QBRs to align on goals, recommend advanced training modules, and demonstrate measurable ROI from the Pilates program.

New York, New York, United States

• Increased customer retention by 10% MoM (above 6% target) using churn mitigation strategies including data/trend analysis, proactive client engagement, leveraging upselling tactics and customer success playbooks for 65K SMBs in the beauty/wellness space.• Boosted product adoption by 20% through onboarding webinars while improving NPS from 3.3 to 3.8 over two quarters.• Collaborated with CX Operations and VP of CX to accelerate team efficiency by 65% by project managing CS migration into Hubspot CRM, including journey mapping, automation, and tags.• In partnership with GTM, Product and Engineering teams, increased mid-market and enterprise customer conversions from 1K to 5K through user-interviews, data and trend analysis to provide product and marketing roadmap recommendations in-line with current industry and competition trends.

New York, New York, United States

• Improved customer satisfaction scores by 30% as a subject matter expert in mortgage servicing, ensuring seamless customer transitions post-closure.• Accelerated team efficiency by 35% and boosted team SLAs after overhauling customer communications.

New York, United States

• Managed daily operations and strategic priorities for a Michelin-starred restaurant, resulting in a 20% rise in customer satisfaction.• Enhanced team performance and service quality by developing innovative training materials.

Miami, Florida, United States

• Elevated guest satisfaction by 25% for 1,000+ guests, overseeing diverse entertainment operations across multiple events and venues.• Enhanced crew productivity by 20% through targeted well-being initiatives, simultaneously boosting morale.• Ensured 100% compliance with international maritime regulations by leading safety meetings and executing critical drills.