Brittany Irizarry
London, ,United Kingdom
Summary
Dedicated team player with manager, customer success, and personal assistant experience. Highly energetic, outgoing, and detail-oriented. Handles multiple responsibilities simultaneously while providing exceptional assistance to upper management and clientele. Highly enthusiastic go-getter with unmatched customer service experience.
Overview
11
11
years of professional experience
Work History
Senior Customer Success Recovery Manager
Yelp Inc.
New York
06.2021 - Current
- Exceeded client retention quota by 160%+ for 36 consecutive months
- Recovered an average of $175,000 monthly by managing client relationships by showing value of partnership & benefit of programs.
- Upgrade clients to higher spend budgets to meet clients short term & long term goals.
- Negotiated with clients to collect past due invoices to prevent cancellation of programs.
- Oversaw key customer relationships to close strategic opportunities & retain the client.
- Drove customer escalations to resolution by engaging directly with clients.
- Met with customers to discuss best practices and drive outcomes.
- Developed and established new relationships to drive company growth.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Customer Success Manager
Yelp Inc.
New York
11.2019 - 06.2021
- Exceeded company productivity standards on consistent basis, ranking in top 3 in KPI metrics.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Generated revenue by promoting advertising up-sell opportunities.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented conversations with customers to track requests, problems and solutions.
- Scheduled appointments with business owners to meet their needs and resolve key concerns.
- Used strategic and tactical approaches to retain business accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Set up and activated customer accounts to maintain QA satisfaction levels.
Assistant Department Manager - at Home & Kid's
Nordstrom
Scottsdale
09.2017 - 11.2019
- Build personal business by developing and maintaining relationships with clients.
- Assist in achieving department volume goals and productivity by creating and executing a business plan.
- Coach sales associates in meeting and/or exceeding their personal sales goals compared to the previous year and ensuring they are giving outstanding customer service by teaching and leading by example.
- Partner with Department Manager to ensure all cliental receive outstanding customer service, our extensive selection, and all needs are met and satisfied.
- Keep track of any and all sales associates metrics on a weekly basis while also attending to my Department Manager's needs regarding personal favors and professional errands.
- Work with Department Manager to ensure all meetings are scheduled and events are planned in a timely manner.
- Leader in event planning for three departments and future promotions to ensure client retention.
Sales Associate
Nordstrom
Chandler
09.2016 - 09.2017
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
- Helped customers sign up for loyalty programs and submitted completed paperwork.
Restaurant Hostess
Melina's Trattoria
Elmhurst
03.2015 - 07.2017
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Stayed on top of server availability and table turnover to make accurate decisions about seating locations.
- Supported management by helping resolving customer service and food-related issues to maintain guest satisfaction.
Personal Assistant To The Chief Executive Officer
Harmony Hair
Westmont
09.2015 - 07.2016
- Handled incoming and outgoing correspondence, including mail, e-mail and faxes.
- Managed household budgets and allocated expenditures for groceries, property and home maintenance, and bill payments.
- Managed sensitive information with discretion while providing administrative support to executive teams.
Education
Associate of Arts -
College of DuPage
Glen Ellen, IL2019
Skills
- Self-driven
- Detail oriented
- Social media knowledge
- Event planning and execution
- Customer Relationship Management
- Meeting planning
- Strong problem solver
- Articulate and well-spoken
- Employee training
- Sales techniques
- Appointment setting
- Proficient in Salesforce & SaaS products
Accomplishments
Customer Service All Star Award
Number one selling manager for Q2.
Legal Status
- Right to work in the UK (no visa sponsorship required)
Timeline
Senior Customer Success Recovery Manager
Yelp Inc.
06.2021 - Current
Customer Success Manager
Yelp Inc.
11.2019 - 06.2021
Assistant Department Manager - at Home & Kid's
Nordstrom
09.2017 - 11.2019
Sales Associate
Nordstrom
09.2016 - 09.2017
Personal Assistant To The Chief Executive Officer
Harmony Hair
09.2015 - 07.2016
Restaurant Hostess
Melina's Trattoria
03.2015 - 07.2017
Associate of Arts -
College of DuPage