Detail Oriented Leader With Zeal to Exceed Goals & Targets

Successfully plan, integrate, execute, and manage complex customer and business processes that improve sales results, exceed customer experience goals, enhance customer product utilization and experience,  and delight customers thus growing referenceable customer base.

Dedicated to exceeding expectations at all levels:  
company goals, customer goals, and personal goals.

Bring me on board to garner all the benefits of a seasoned professional with an overachiever attitude and robust experience in customer success, sales operations, customer product utilization and fervor for implementing and reporting success KPI's.
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ROI Return On Investment concept
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Resume

15 years of dedicated service with NCR Voyix (previously known as NCR Corp and prior to that Radiant Systems), a leader in point of sale software, hardware and services for Restaurants.  Tasked and successful at architecting and implementing teams and process improvements to fuel sales, improve customer experience scores, ensure customer success and improve revenue recognition.

Education: BBA in Marketing from University of Texas at Arlington

Professional Experience

Past 9 Years - please contact me for full professional history.

Sr Manager Revenue Operations

January 2023-Present
▪ Manage 2 teams consisting of 33 team members – Exceeding all goals around 
on time, process improvement, change management and customer 
satisfaction.
▪ 98% on time KPI with Portfolio of $195,000,000 consisting of 3,800 clients
▪ Manage invoice resolution and software and hardware entitlements resolving 6,800 requests in 2024 and exceeding customer satisfaction goals
Drive proactive change management and resolution for ease of doing business for our clients improving customer experience scores by 5% YOY.

Customer Success Sr Manager

Sept 2020-Dec 2022
▪ Manage 3 teams responsible for client management resulting in exceeding sales and NPS goals since team formation in 2018. Includes Customer 
Success (8 CSMs driving onboarding and ongoing account management), 
Customer Success Operations (9 Operational team members supporting 3 
areas of focus), and Recurring Revenue portfolio management with 95% on 
time billing resolution
▪ Improved NPS Loyal customer base for BU by 168% YOY going from 29 to 49 exceeding goal of 43

Customer Success Operations Manager

 Jan 2018-Aug 2020
▪ Launched Gainsight for Restaurants Enterprise client base, Improved NPS 
Loyal customer base for BU by 134% YOY going from -10 to 29
▪ Architected and implemented sales operations team to drive down time Sales was spending on 
operational and tactical customer needs
▪ Transformational operational change improving sales and customer 
experience, improving sales task time by 75% for sales team
▪ Improved customer experience since 2018 – exceeding sales and NPS goals 
YOY which in prior 3 years both had not been met

Sr Customer Success Manager

 Feb 2016-Dec 2017
▪ Improved portfolio of B2B direct account in multiple areas of focus: sales quota, customer success scores, materials forecasting, solution management, accounts receivable, orders, installation coordination, & recurring billing
▪ Exceeded Net Promoter score improvement goals for all clients, improving referenceable client base
▪ Managed sales pipeline and forecasting
▪ Negotiated and closed complex hardware and software business opportunities worth $2 million in improved ARR
▪ Partnered on all aspects of account management for additional accounts on 
top of key portfolio

"Customer Success is more than active listening 👂 - its about relevant action💪 to bring a customers goals to fruition.

Customer Success is more than being available 👋 - its about bringing relevant industry and product knowledge 🧠 to a customer that equips them to reduce costs and increase revenue.

Customer Success is more than buiding a success plan 📄 - its about implementing with a sense of urgency, attention to detail, and proving out the impact of results 📈"

- Megann Brehn

“Your customer is going to get to vote and talk. You want them out there as salesmen for you. In fact, customer delight is the main ingredient of success. You will succeed if you have delighted customers. Don’t settle for satisfied.” - Warren Buffet

“Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren’t just satisfied, they’re so shocked that they tell strangers on the street how good you are.” - Jack Welch