Brady Steward
Denver,CO
Summary
Proactive and goal-oriented leader with experience in driving great team successes by coaching and motivating team members to increase operational efficiency and customer satisfaction. Excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Record of performance in meeting organizational objectives. Exceptional interpersonal skills, to work well with others, in both supervisory and customer success roles.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
Fanatics Sportsbook
01.2021 - Current
- Company Overview: Formerly PointsBet
- Managed operations for Fanatics Business Process Outsourcing (BPO), overseeing customer operation departments including Customer Service, Payments and Fraud, Compliance, and Marketing Promotion Fulfillment
- Lead a cross-functional team of 200 Customer Service Agents across the US and international regions, delivering consistent coaching and guidance through virtual and in-person meetings to ensure the success of business objectives and KPIs
- Key Contributor to facilitate a seamless customer migration and experience from the PointsBet app to the Fanatics app following Fanatics acquisition of PointsBet in May 2023
- Deliver comprehensive weekly reports to C-suite executives, spotlighting essential metrics such as inbound contact volume, CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and live chat metrics detailing SLA adherence
- Leverage a data-centric approach to inform strategic decision-making and drive continuous Product improvement initiatives
- Authored the Customer Service Handbook, optimizing standard operating procedures and enhancing overall customer satisfaction
- Created and executed the CS Agent Quality Score and Efficiency Score systems to meticulously monitor agent performance monthly
Account Executive, Group Sales
Colorado Rapids
02.2020 - 01.2021
- Executed outbound sales strategies to secure new full season ticket, mini-plan, group, and single game luxury suite sales
- Coordinated and conducted face-to-face and virtual meetings with group leaders and business executives to organize and facilitate group and employee outings for Colorado Rapids matches
- Created and implemented a Field Trip Program for both High Schools and Elementary Schools, effectively generating revenue on non-game days
- Maintained precise and comprehensive records of current clients and prospects
Inside Sales Representative
Detroit Pistons
05.2019 - 02.2020
- Initiated sales of full season tickets, mini-plans, group packages, and single-game luxury suites by conducting a minimum of 120 outbound calls daily
- Ranked 4th in Inside Sales Revenue, achieved 1st position in outbound call volume, and received the 'hustle' award nine times
- Facilitated a minimum of 3 face-to-face appointments weekly with business executives to establish relationships with the Detroit Pistons
Education
BBA - Sport Management
OHIO UNIVERSITY
05.2019
Skills
- Operations Management
- Client Success
- Customer Service
- Project Management
- Change Management
- Coaching
- Facilitation
- AI Implementation
- Voice of Customer
- Process Development
- Collaboration
- Initiative
- Agility
- Empathy
- Adaptability
- Influential Communication
- Solutions Orientation
- Innovation
- Data Analytics
- Voice of Customer Analysis
- Detail-Orientation
Technical Skills
- Zendesk Admin
- Salesforce
- Braze
- Power BI
- Tableau
- Snowflake
- Ada
- Einstein AI
Timeline
Customer Experience Manager
Fanatics Sportsbook
01.2021 - Current
Account Executive, Group Sales
Colorado Rapids
02.2020 - 01.2021
Inside Sales Representative
Detroit Pistons
05.2019 - 02.2020
BBA - Sport Management
OHIO UNIVERSITY
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