Brett Behrens Email & Phone Number

Omaha, NE, US

Omaha, Nebraska, United States

• Lead and mentor a high-performing team of Strategic Support Consultants, delivering best-in-class service experiences in technical support and customer success for LinkedIn’s largest customers
• Act as the main point of contact for escalations, ensuring swift and effective resolution for top-tier accounts in the Global Client Program.
• Provide the team with ongoing leadership and coaching through regular team meetings, 1:1s, and performance reviews, fostering continuous development and success.
• Co-lead a strategic initiative with the Customer Success team to prepare Strategic Support Consultants for career advancement into Customer Success roles.
• Collaborate with sales, customer success, product, and engineering teams to address critical issues, advocate for product enhancements, and align on business priorities.
• Conduct monthly case quality reviews to ensure service excellence, identify improvement areas, and implement corrective actions.

Greater Omaha Area

• Built, developed, and led a team of support representatives, managing proactive and reactive customer interactions to ensure high satisfaction levels.
• Enhanced team performance by designing and implementing effective training programs and development strategies.
• Empowered team members to contribute to continuous improvement, operational quality, and company growth.
• Recruited, coached, and trained team members while consistently monitoring and improving performance metrics.
• Collaborated with global peers to implement best practices and engaged with multiple management levels to drive key initiatives.
• Conducted bi-weekly one-on-ones, mid-year, and annual performance reviews to foster individual growth and team success.

Greater Omaha Area

• Lead, coach and motivate team to ensure they are set up for success in hitting their metrics
• Work with cross-functional teams to drive efficiencies and best practices
• Conduct bi-weekly one-on-one sessions, mid-year and annual reviews with team members
• Conduct ongoing training and quality assurance reviews for team members

Greater Omaha Area

• Dedicated support contact for assigned Global Accounts
• Provide mentoring and coaching to new and current representatives
• Analyze and understand clients and their business to provide consultation of products/features, answering all product inquiries and questions
• Provide training to LinkedIn Recruiter users and administrators
• Collaborate with cross-functional teams to ensure clients receive the best customer experience
• Assist clients with brand management on LinkedIn: Company Pages, Showcase Pages, affiliations and acquisitions

Greater Omaha Area

• Dedicated support contact for assigned Global Accounts.
• Responded promptly client inquiries via phone and email.
• Informed customers about all product lines and services offered by the company.
• Met and exceeded monthly production goals.
• Met and exceeded customer satisfaction goals.
• Educated customers on product and service offerings.

Greater Omaha Area

• Answered customers' questions and addressed problems and complaints via phone and email.
• Managed quality communication, customer support and product representation for each client.
• Met and exceeded monthly production goals.
• Met and exceeded customer satisfaction goals.
• Developed and maintained positive customer relationships.
• Resolved product issues and shared benefits of new technology.

Greater Omaha Area

• Responded to customer inquiries via phone and email.
• Devised workarounds for problems.
• Maintained composure and patience in face of difficult customer situations.
• Developed and maintained positive customer relationships.
• Worked with support manager to resolve customer concerns.
• Met and exceeded monthly production goals.

Greater Omaha Area

• Responsible for processing customer direct mail orders.
• Offered exceptional customer service to differentiate and promote the company brand.
• Helped customers select products that best fit their business needs.
• Answered customers' questions and addressed problems and complaints via phone and email.
• Worked under strict deadlines.
• Guaranteed positive customer experiences and resolved all customer complaints.

Master Of Science - Ms, Organizational Leadership, Gpa: 4.0

Relevant coursework: strategic orienteering and execution tactics, communicating and leading across cultures, leading innovation and.

Bachelor Of Arts - Ba, Multi/Interdisciplinary Studies, Gpa: 3.52