Brittany Lightfoot Email & Phone Number

United States

Roswell, Ga

Project/Departmental Management:- Participate in weekly backlog grooming & product strategy meetings. Provide voice from Support Department and customer feedback. - Participate in weekly department “roundtable” (stakeholder) meetings for business & product strategy. - Ran daily meetings with Support Dept on open implementations modeled on Agile/Scrum- Create user stories on feature requests from customer feedback and gather requirements for MVP of new features. - Managed support ticket escalations- Managed vendor relationships- Departmental hiring, training, and employee dismissalProcess Improvement:- Revamped new client training process from 1-on-1 to group webinars with an average attendance of 30 clients, saving ~60 working hours/month of departmental time- Updated website design process from custom design to templates/themes, saving ~1 hour per website fulfillment- Researched & evaluated design tool options for cost-saving on department budget- Created and implemented an automated process for customer onboarding/ discovery, eliminating ~30 minutes client call per website order - Created internal process for new employee onboarding and employee exitDocumentation:- Created comprehensive internal documentation on three (3) SaaS products on a super-admin level- Overhauled existing customer-facing knowledge base by re-organizing structure, updating documents, re-working existing content, and adding in new articles

- Resolved help desk tickets, handling 53% of the ticket volume in a 6-month period- Strengthened customer relationships with a 99% customer happiness rating- Reported and tracked bugs, updating customers and staff with the status and resolution- Created custom corporate websites- Trained customers on product suite- Enhanced UX/UI for new products and features- Initiated policies for mobile responsive content produced using website product- Worked with vendor partners to resolve issues for mutual customers

Greater Atlanta Area

- Created website using Wix- Photographed products and edited them to use on website- Created and managed online content for relevant and up-to-date information- Managed company Facebook, Instagram, & Twitter accounts

Atlanta