Brooke Maxson-Franklin Cspo, Pac, Product Analyst Email & Phone Number

Denver, Colorado, United States

Worked with a team of Product Analysts to help drive the product roadmap across five different RE/MAXProducts.Delivered data-driven insights to Product Owners and Managers to help inform decisions on feature backlog andbug priority, resulting in a more efficient use of resources.Successfully led implementation of new Idea Portal, configuring product portal for Product Managers andgathering insights to drive product decisions.Created & executed a new feedback process with Usertesting.com to gather additional product feedback for theProduct organization, resulting in a decrease in customer tickets by 20%.Served as liaison between Product Support Team and Product Management/Development Teams, ensuring smoothcommunication around priority sentiment and current issue status. This resulted in a decrease of unaddressedcritical incidents by 15%.Responsible for outage communications, critical incident escalation and communication, and recurringmaintenance notices.

Denver, Colorado, United States

• Maintained quality assurance for Tier 1 escalations and enhancement requests• Served as a company expert in multiple RE/MAX products and services• Successfully prepared statistical reports to measure product/vendor health• Managed cross-team communication to ensure product initiatives and customer experience were aligned• Successfully developed and implemented a new education program for the support team which resulted in a 25% reduction in support cases.

Denver, Colorado, United States

Maintained quality assurance for Tier 1 escalations and enhancement requestsServed as company expert in multiple RE/MAX products and servicesSuccessfully prepared statistical reports to measure product/vendor healthManaged cross-team communication to ensure product initiatives and customer experience were alignedSuccessfully developed and implemented a new education program for the support team which resulted in a 25%reduction in support cases.

Denver, Colorado, United States

• Primarily answered incoming calls and email inquiries, and resolved over 400 queries in a day while maintaining an average success rate of 95%.• Relayed complex problem scenarios to Tier 2 for resolution promptly, escalating 70% of cases within 15 minutes resulting in decreased customer wait times by 25%.

Littleton, Colorado, United States

Answered an average of 150 calls per dayExceeded monthly customer satisfaction goals by an average of 5%, with a peak of 10%Successfully resolved 85% of customer concerns on the first call