Brandi Sinner

Experience

• 

  Nautilus Inc.

  Jan 2005 - Jun 2022

  Managed the Digital Communications, Direct Sales, and Customer Service teams through a critical reduction in force, focusing on operational continuity and team morale.Led the integration of sales and service departments to streamline operations and enhance customer satisfaction in all Channels, Chat, and Phone. Partnered and worked with leadership to select strategic vendor partnerships and service enhancements using RFI and RFP processes, including implementing Five9 as our Contact Center software solution in November of 2021, and critical post-call surveys that shaped service improvements.Recognized with the Nautilus Valuable Player award for outstanding leadership and contribution to strategic transition.Effectively managed direct sales and service teams through the COVID-19 pandemic by transitioning all Contact Center employees to remote work and adapting to the increased customer service demands, ensuring no interruption in service while maintaining high team morale. Show less Crafted and executed robust sales strategies that aligned with organizational goals, significantly boosting sales performance and customer engagement.Led a team of sales supervisors and sales professionals, fostering an environment that encouraged innovation and growth. Implemented training programs that enhanced sales skills and product knowledge, leading to a substantial improvement in team performance.Streamlined sales processes and implemented flexible work programs to accommodate peak seasonal demands, resulting in enhanced productivity and profitability.Developed and monitored key performance indicators (KPIs) and feedback mechanisms, such as post-purchase surveys and customer follow-ups, which reduced product returns and increased customer satisfaction.Leveraged technology to improve customer interactions and sales outcomes, including the introduction of a Secure Input system that safeguarded customer data and streamlined the sales process. Show less Responsible for liaisoning with product development, quality, Service Providers, and Legal teams to resolved escalated incident complaints, executive level escalations, Attorney General and Better Business Bureau.Worked with my leader to develop ways to share meaningful feedback derived from incident reported and fostered relationships with stakeholders inways that influenced change in process or product documentation resulting in improved functionality or reduced risk for future customers using residential fitness equipment.Developed, documented, and implemented processes to support high profile clients without exposing their identity when interacting with Customer Service Representatives and Service Providers. Show less

  • Sr. Manager Direct Sales & Service Manager

    Feb 2019 - Jun 2022

  • Direct Sales Manager

    Jun 2016 - Feb 2019

  • Direct Sales Supervisor

    Nov 2013 - Jun 2016

  • Consumer Relations Supervisor

    Jan 2012 - Jan 2014

  • Consumer Relations Specialist

    Jan 2010 - Jan 2012

  • Order Management Specialist

    Jan 2009 - Jan 2010

  • Customer Service Team Lead

    Jan 2007 - Jan 2009

  • Customer Service Representative

    Jan 2005 - Jan 2007
• 

  Outspoken Stagewerks

  Nov 2014 - now

  Volunteer
• 

  BowFlex Inc.

  May 2022 - Apr 2024

  Sr. Manager Contact Center Ops & Technology

  I led the transformation and modernization of contact center operations, focusing on enhancing technological capabilities and operational efficiency. My strategic vision is directed towards improving customer service delivery while ensuring seamless integration of innovative SaaS solutions across our contact center environments.Collaborated with Contact Center Leaders to spearheaded a comprehensive overhaul of customer support functions, significantly increasing service levels from under 54% to over 88% within one year, and increasing CSAT scores to 85 through strategic enhancements in process and technology.Led the integration of multiple SaaS platforms including Five9 and XM Discover, which enhanced our analytical capabilities and transformed customer interaction management, contributing to a more streamlined and efficient operation.Built and developed a high-performing Contact Center Operations team from the ground up. Implemented a closed-loop feedback mechanism utilizing CSAT scores and interaction analytics, which fostered continuous improvement and knowledge sharing.Utilized advanced data analytics tools like PowerBI to create performance scorecards, driving decision-making processes that align closely with our strategic objectives and operational KPIs.Initiated creation of a roadmap to support cross-functional projects planned to optimize service processes through training program development and customer channeling, significantly simplifying interaction menus and integrating AI-driven support capabilities. Show less