Briana Thompson Email & Phone Number

Daytona Beach, FL, US

• Provides prompt and courteous assistance to customers via phone, email, and live chat, exceeding performance metrics consistently.
• Resolves escalated customer complaints and issues promptly, ensuring high customer satisfaction and retention.
• Performed in a team coach capacity to provide support and guidance for Tier 1 reps regarding performance and knowledge deficiencies
• Trained new team members on product knowledge, company policies, and customer service best practices.
• Utilizes CRM software to track customer interactions, manage support tickets, and generate insightful reports for management review.

Greater Nashville Area, TN

• Researched and analyzed customer escalations to identify trends and root causes, resulting in a 15% decrease in overall complaints received.
• Facilitated new hire training and onboarding
• Collaborated with cross-functional teams to develop and implement customer service training programs, resulting in a 25% increase in positive customer feedback scores.

New Smyrna Beach, FL

• Negotiated competitive pricing agreements with new business clients, resulting in a 35% increase in sales revenue within the first quarter.
• Developed and executed strategic retention plans for high-value customer accounts, resulting in a 95% renewal rate and $2.5M in annual revenue.
• Collaborated cross-functionally with the marketing team to create targeted campaigns for new product launches, resulting in a 15% increase in customer acquisition and $1M in incremental revenue.

Daytona Beach, Florida Area

• Secured funding from local businesses and government grants to support the growth of nonprofit charity, resulting in a 60% increase in program offerings for at-risk youth.
• Implemented a data-driven approach to track and analyze student participation rates and academic performance in after-school activities, resulting in a 35% increase in overall student success.
• Managed a team of volunteers and staff members to ensure the successful execution of weekly after-school programming, serving over 1,000 students annually with an average satisfaction rate of 95%.

Daytona Beach, Florida, United States

• Worked directly with the Public Information Officer and Director of DOH-Volusia to develop and implement effective communication internally and externally.
• Established media relationships by providing information to news media, scheduling press conferences, and conducting media interviews.
• Used public relations writing skills to produce talking points for interviews, press releases, and employee news releases for intranet.
• Event management skills used to coordinate Department of Health and Florida Public Relations Association (FPRA) sponsored events.