Brandon Mallo

# Customer Success Manager

Location United StatesDesired Salary UnspecifiedWork preference Full TimeLinks Status   Actively looking Field / Industry Product & Operations

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

No languages specified.

Report
[Overview](#overview)
* [Portfolio](#portfolio)

## About Me

Hello! My name is Brandon - I'm a Customer Success professional with over 8 years of experience in customer-facing roles. I currently function as a Customer Success Team lead at my company. I lead a team of ten CSMs who each manage a portfolio of over 200 digital freelancers to establish high-touch, valuable relationships that aim to grow their online freelancing businesses through means of virtual consulting & service page optimization. I am skilled in relationship building & management, data analysis, project management, cross-department collaboration, public speaking, training and development.

## Skills

### [Project Management](https://jobicy.com/talent/project-management.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Communication](https://jobicy.com/talent/communication.md)[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Account Management](https://jobicy.com/talent/account-management.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Leadership](https://jobicy.com/talent/leadership.md)[Training](https://jobicy.com/talent/training.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Google Suite](https://jobicy.com/talent/google-suite.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Business Analysis](https://jobicy.com/talent/business-analysis.md)[Zoom](https://jobicy.com/talent/zoom.md)[Event Management](https://jobicy.com/talent/event-management.md)[People Management](https://jobicy.com/talent/people-management.md)[Event Planning](https://jobicy.com/talent/event-planning.md)[Curriculum Development](https://jobicy.com/talent/curriculum-development.md)[Public Speaking](https://jobicy.com/talent/public-speaking.md)[Instagram](https://jobicy.com/talent/instagram.md)[Management](https://jobicy.com/talent/management.md)[Active Listening](https://jobicy.com/talent/active-listening.md)

## Experience

Customer Success Team Lead @ Fiverr  9/2021 - current - Managing a team of ten CSM’s
- Provide required support and resources to ensure my team can fulfill their roles to their maximum potential.
- Facilitated and delegated several of team-wide initiatives including KPI management, Voice of the Customer presentations, user networking events, educational & onboarding webinars, and program rollouts.
- Worked with other Success Team Leads, Group Managers, and Directors to ensure companywide goals were achieved
- Cross-department collaboration

Senior Customer Success Manager @ Fiverr  1/2020 - 9/2021 - Managed a portfolio of 200+ digital freelancers with an end goal of growing their overall revenue via 1:1 consultation
- Maintained a 92% or more portfolio retention rate
- Conducted & hosted multiple webinars for our managed freelancer population.
- Worked with various cross-functional departments and key stakeholders on collaborative initiatives.
- Participated & led multiple projects with the intended goal of gathering feedback from our users to improve the platform.

Trainer @ Booking.com  1/2019 - 1/2020 - Facilitated both new hire and specialist up-skilling classes of up to 20 agents.
- Laid the groundwork for class agendas completed in a timely fashion
- Measured agent behaviors, attendance, and aptitude via various training tools.
- Maintained consistent communication with the agent’s future/current Team Leads.
- Stayed current with global training initiatives and assisted with rolling out new learning platforms.

Quality Executive @ Booking.com  6/2017 - 1/2019 - Regularly listened to & evaluated both live and recorded agent calls
- Partnered with stakeholders at the site level to provide effective and impactful coaching and development via face-to-face feedback to agents.
- Analyzed data to create action plans for intentional work based on return on investment.
- Facilitated calibrations and assisted with rolling out any new information to the office.

Customer Support Executive @ Booking.com  6/2016 - 6/2017 - Provided friendly efficient customer service to both guests & hotel partners via both inbound/outbound calls
- Maintained individual KPIs including CSAT, number of daily contacts, and call quality

## Education

University of Central Florida  2011 - 2016  B.A. in Human Communication/Minor in Marketing

Portfolio not available.