Adrian Bryant

Experience

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  Nordstrom

  Jun 2011 - Jan 2016

  Customer Service Representative

  • Proven ability to suggest merchandise tailored to customer needs.• Acquired new clientele base by proactively utilizing social media and other resources.• Resolve customer concerns efficiently and effectively.• Demonstrate directive selling skills through team and vendor training to promote key items and new arrivals.• Proven ability to maintain business relationships with customers and/or follow up on any inquiries about new products and products sold. • Exceed company and personal, daily, monthly, and special event goals. Show less

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  Verizon Enterprise Solutions

  Jan 2016 - now

  Senior Service Manager

  • Successfully managed and executed end to end service delivery programs, ensuring alignment with organizational objectives and customer expectations. • Acted as a central point of contact for escalations, driving issue resolution and maintain strong client relationships.• Designed and maintained service level agreements (SLAs) to meet customer requirements, consistently achieving or exceeding performance benchmarks. • Governed vendor management, ensuring alignment with client needs and contractual obligations. • Implemented continuous service improvement plan initiatives to resolve program issues, improve service quality and reduce downtime.• Presented monthly service reviews outlining network key performance indicators (KPI), problem management accomplishments, and proactively addressing customer needs and concerns.• Developed data driven strategies using company tools to optimize increase customer spend.• Collaborated with stakeholders to identify customer needs and translate them into actionable service strategies and enhancements. • Organized customer focused initiatives and maintained a weekly cadence with the customer to ensure compliance, program accuracy and service quality. • Collaborated with cross-functional teams (sales, solution architects, engineering and product teams) to resolve customer pain points and enhance product experience.• Developed and executed customized customer success plans aligned with specific business goals. • Maintained and updated customer records in salesforce, ensuring accurate data for improved relationship management and decision making.• Conducted regular business reviews with customers to assess performance metrics, identify opportunities for growth and resolve challenges.• Spearheaded training programs and resources to empower clients with product knowledge, enhancing usability and overall experience.• Leveraged data analytics to monitor customer health scores and forecast potential risks. Show less