Brett Johnson Email & Phone Number

Remote

- Orchestrated the full lifecycle of 3 new app solutions and major updates, including 5 innovative AI features, driving product strategy from conception to launch in collaboration with UX, development, and QA teams, under the strategic direction of the CEO at a fast-paced startup.- Enhanced platform usability and customer engagement by leading.

- Strategically managed relationships with over 30 large enterprise accounts, guiding comprehensive onboarding, training, and sustained support. Led numerous custom app projects, culminating in strong client loyalty and retention.- Onboarded and mentored junior members of the customer success team in the software and client engagement strategies, resulting.

- Onboarded and trained 20 Enterprise clients with a high satisfaction rate, resulting in increased retention and revenue growth.- Successfully increased app development efficiency through implementation of new internal processes.- Lead development of new help site articles, increasing customer self-service and decreasing support ticket resolution time.

- Participated in the cohort 4 Fellowship, focusing on learning about sustainability, climate change, and the role of technology in environmental conservation and emissions reduction.- Contributed to the development of a software aimed at encouraging a zero-waste lifestyle, applying knowledge gained during the fellowship to a capstone project.

- Provided expert phone and email support for desktop and web-based software and hardware troubleshooting, significantly improving customer satisfaction.- Led the initial development of a customer support website, reducing support tickets by enabling self-service for common issues.- Actively gave feedback to management on user experiences and common.

- Managed end-to-end photography projects for real estate clients, demonstrating exceptional project management skills by adhering to strict deadlines and ensuring high-quality deliverables.- Demonstrated proficiency in a variety of software tools for photo editing and client management, highlighting adaptability and a knack for learning new technologies.

- Hired, trained, and managed a team of support reps to deliver exceptional service for 100+ SMBs.- Improved customer satisfaction by establishing a process for documenting and addressing common problems and questions.

- Revamped and enhanced desktop program through Visual Basic 6.- Successfully learned Ruby on Rails with collaborating with an agile team to help develop a new cloud software- Optimized user interface and systematically resolved bugs informed by client feedback via the tech support team, boosting usability and customer experience.

- Delivered expert phone and email support for desktop and web-based applications, enhancing customer satisfaction through effective troubleshooting and user guidance.- Played a pivotal role in communicating customer feedback and identifying prevalent issues to management, driving bug fixes and new features.