Britanni I. Email & Phone Number

• Identified internal opportunities & developed 3 new programs to improve current account managing procedures with input from the manager, stakeholders, executives, and others.
• Managed the planning and execution of GLP1 prior authorization process, resulting in increased brand awareness and a 43% increase in onboarding approvals completed.
• Defined and tracked the success criteria and performance metrics for client programs, projects, and executive engagements.
• Helped define and execute on a landing and communication plan for clients, and used existing communications channels to evangelize programs to stakeholders, partners, and customers to gain buy-in.

Remote

• Take lead responsibility for the delivery of customer migration to ITSM ServiceNow.
• Gather customer’s data, consolidate it in proper template, validate for accuracy with Account Team and load it to ITSM ServiceNow.
• Review data import logs and address issues as required.
• Establish integration to Ordering system for automatic sync of new devices.
• Setup dashboard and reports as for asset management purposes.
• Validate loaded data and conduct User Acceptance Testing with involved parties.

• Led the development and launch of a new user referral program, resulting in a 20% increase in user retention and a 16% increase in revenue over an 18-month period.
• Improved customer support processes and systems, leading to a 35% reduction in response times and a 68% increase in customer satisfaction.
• Reduced user response SLA from 4 weeks to 24 hours
• Developed and delivered a comprehensive training program for new customer success reps, leading to a 62% increase in first contact resolution rates and a 83% increase in customer satisfaction scores.
• Managed user account team via Zendesk administration

• Reduced time-to-fill metrics by 25% by streamlining the recruitment process and implementing an onboarding process for new hires.
• Implemented a new licensed agent management system, streamlining program delivery, utilizing agents previously licensed through the company, and resulting in an 84% improvement in project efficiency and a 45% reduction.
• Developed and managed budgets for multiple programs, ensuring that all projects were completed within financial restrictions, every program ended 15-25% under budget every quarter.
• Implemented a new project management system, streamlining program delivery and resulting in a 43% improvement in project efficiency and a 28% reduction in project timelines.
• Provided ServiceNow and JIRA administrative support to cross-functional teams.