I have worked with Brook for the last several years. Her attention to detail, positive attitude, dependability, and willingness to work hard have made working with her a joy….

Brianne Navarrete (See Full Quote and More)

AMOpportunities

Visitor Experience Success Coach

June 2022 to Present

  • Partnered with company Data Analyst to understand macro-and micro-trends that helped us raise the bar for Customer Success Coaches in supporting Visa applications and customer retention.
  • Conducted novel research that generated insights for the Chief Experience Officer to action on and assisted in daily data reports and adjustments needed for productivity.
  • Leveraged usability and concept testing, and content strategy in updating workflow emails with the goal to keep customers informed and equipped during the rapidly shifting timelines and product updates.
  • Functioning as a detail oriented one on one, on-the-ground advisor then pulling back and looking at the 50,000 foot view to improve process and streamline productivity.
  • Enforced a people first approach to maintain strong processes that allow freedom and flexibility while focusing on surfacing the most essential visitor feedback to influence process needs.
  • Lead with a curious mind to investigate and implement ongoing Training and cross-training projects.
  • Presenting monthly webinars as part of the Customer Success team.
  • Acting as the main point of contact for B2C Visitor Success through text, email, and Zoom/Phone calls for onboarding, and throughout the life cycle of the customer.
  • Utilizing data to identify trends, provide insights, inform programmatic recommendations, solve tough challenges, and enhance customer experience.
    • Worked with the data team to identify causes of visa denials, implemented programmatic recommendations, and reduced visa denials by over 25% in 3 months.
  • Contributing as a member of the Diversity, Equity, and Inclusion Committee to increase employee involvement through implementation of two clubs, collaboration with other members to improve DEI programs, and providing regular information on DEI offerings.
  • Serve as the primary point of contact for strategic customers, guiding them through the post-sales and implementation journey of the AMOpportunities platform to ensure over 90% successful enrollment.
  • Collaborate with cross-functional teams to unblock internal escalations and find solutions to customer challenges, leveraging product expertise.
  • Major influencer of AMO’s strategic direction by providing valuable feedback on customer needs.
  • Managing internal projects as related to the Visitor Experience team reporting directly to the Chief Experience Officer.

Freelance

Executive Assistance/Project Manager

  • Balancing the needs and expectations of and Communicating effectively with executives, the customers, and the organization.
  • Developing  a deep understanding of customers’ business and HR challenges, offering strategic guidance and advice on defining core measures of success and the performance indicators, prioritizing income and outcomes.
  • Conducting regular Executive Reviews to understand customer needs and opportunities for improvement.
  • Managing multiple projects with competing deadlines and priorities, ensuring timely delivery and high-quality outcomes.

Academic Innovations

Curriculum Support Advisor

June 2015 to June 2022

  • Established a community that helped educators feel connected, engaged, and excited about the future of the Curriculum.
  • Increased retention from less than 25% to over 75% in 6 years.
  • 7 years of attending and planning conferences for educators. Organizing and coordinating how all training sessions worked together to improve the capacity of the teachers using the curriculum.
  • Participated as a workshop designer and facilitator, commanding a room and driving attendees toward educational clarity.
  • Supported schools in a Customer Success capacity through a variety of means including regular phone check ins, webinar training, personal or group strategy sessions, and support emails.
  • 8 years of specializing in onboarding and managing new clients. Consistent monitoring of customer usage, satisfaction and retention for individual clients up to 8 years.
  • Track schools and key contacts through CRM, supporting the Director of Curriculum Support and Vice President of Curriculum as needed.
  • Created help documentation such as knowledge base content, tutorials, and guides, in written, audio, and visual formats.
  • Led a portfolio of key clients, ensuring end-to-end program delivery and effective adoption of the company’s products.
  • Developed a deep understanding of client organizations to act as a trusted advisor and address customer needs effectively.
  • Collaborated with cross-functional teams, including business development, technical, product, and support, to ensure smooth client partnerships.
  • Anticipated challenges and provided proactive support to mitigate risks and ensure successful implementation of Career Choices Curriculum.
  • Conducted regular proactive meetings with customers to drive adoption and value, identifying opportunities for expansion and upselling.
  • Facilitated timely subscription renewals through successful product adoption and customer advocacy.
  • Leveraged client relationships and success stories to deliver case studies and other forms of customer advocacy in collaboration with the marketing team.
  • Ensured customer satisfaction through impeccable execution, value-added services, and driving customer renewals.
  • Helped build effective customer relationship systems and regularly suggested ideas for implementing.
  • Helped build company’s customer success function and made significant contributions to the direction of services organization
  • Worked as part of a small team that expected to make and own significant decisions about customer support management and engage with questions about SLAs, processes, contracts, and system design.

Assistant to the Curriculum Support Director

October 2013 to June 2015

  • Handle and coordinate active calendars, Schedule and confirm meetings, and manage outreach schedule for the Curriculum Support Director. Maintain records at the highest level of quality.
  • Assist in Mentor Teacher Recruitment/Lead Teacher Identification
  • To provide support and assistance to the Curriculum Support Director. The outcome of these services should be to allow the Curriculum Support Director more time to work directly with the customers while still having records maintained at the highest level of quality so the Curriculum Support Director can provide the best service possible to the educators.
  • Maintain Gold Mine (CRM) Records
  • Maintain Documentation on WEBINARS for Professional Development
  • Assist Director in Organizing E-mail and Tasks

Educational Consultant Assistant

July 2012 to October 2013

  • Assisted Educational Consultants with organizing, gathering, and imputing potential customer information using CRM
  • Assisted with the company’s yearly Educational Conference
  • Assisted with the company’s online presence
  • Assisted Educational Support with organizing and maintaining records and schedules

Volunteer

Caregiver

Nov 2013 to Aug 2021

  • Responsible for coordinating Doctors, timing medications, and general mental and physical heath for a 94 year old.

WeirdIsTheNewNormal.com

Writer, Social Media Manager, Creative Director and Creator

Sept 2017 – Feb 2019

  • Created, promoted, and ran WeirdIsTheNewNormal.com Before the hiatus, I have posted over 400 cosplayer and photographer interviews.
  • Stats from January 2020. Not the best month, but an example of consistent numbers pre-hiatus:
  • In 30 days my blog saw as many as 43 users a day. In 90 days we saw as many as 59.
  • I had over 1,100 organic followers on Instagram and I was growing other social media platforms as well. I generally saw at least 20-70 likes on each post.

Various Companies

Theatre Director

  • April – June 2017. Monroe Actors Stage Company Director of Wild Oats, a Manstage Comedy.
  • Sept- October 2016. Turkey Hill Players Director/Lead actor of Polter-heist, a dinner murder mystery.
  • May-June 2015. J Fires Market Bistro Director/Playwright of Clue-less Improv murder mystery dinner theatre.
  • Feb-March 2014. Turkey Hill Players Director of Cafe Murder, a partially scripted partially rehearsed improv murder mystery dinner theatre.

Stage Manager

Nov 2013 to Feb 2017

  • In charge of coordinating and managing large and small groups, maintaining communication and paperwork using Microsoft Suite, conflict resolution, and more.
  • Nov 2013 – May 2014. Era Theatre’s production of Make Hamlet
  • Sept – Nov 2014. Monroe Actors Stage Company’s Production of The Christmas Carol
  • Nov 2014 – Feb 2015. Monroe Actors Stage Company’s Production of Lost in Yonkers
  • Aug 2016 Monroe County Arts Alliance Bicentennial Event
  • Nov 2016 – Feb 2017 Monroe Actors Stage Company’s Production of Vanya and Sonia and Masha and Spike

St. Louis Fringe Festival

Venue Manager

June 2014

  • Coordinated many artists and orchestrated load in and load outs in extremely short time spans.
  • Communicated needs of artists to Festival Staff as needed.

Gateway Theatre Studio

Owner / Instructor

Aug 2014 – May 2015

  • Brook Owen is dedicated to training children in all aspects of Theatre Arts.
  • Gateway Theatre Studio firmly believes in cultivating a safe, positive learning environment where children can build confidence, increase their performance skills, and gain an understanding of their personal value.

Get Success 101 LLC

Head of Marketing, Dispatch, and Sales

Jan 2012 to May 2012

The Church of Jesus Christ of Latter-Day Saints

Missionary

November 2009 to May 2011

  • Kept accurate historical records for interaction with people and vehicle maintenance paperwork.
  • Communicated with potential members and other missionaries using phone and written communication.
  • Constantly used interpersonal skills and the ability to work as a team. Used written reports and extensive planning.
  • Kept extensive distribution lists for publications and various media given through Referrals

Totally Nuts

Sales Representative/Night Manager

Seasonally May 2006 to November 2009

  • Functioned with constant, demanding work with tight time constraint
  • Worked as part of a team and assisted coworkers with their workloads

Skyview Technologies

Sales Representative

June 2009 to August 2009

  • Assisted with community event booths.
  • Extensive verbal communication with potential customers

Big Phone Store

Assistant Manager/Head Sales Representative

January 2009 to March 2009

  • Kept records of current and past inventory.
  • Worked extensive hours independently as well as in a team environment.
  • Stocked, organized, and ran the storefront.
  • Communicated with owners through verbal and written form.
  • Extensive Customer Service responsibilities.
  • Significantly supported both owners and staff

Independent Contractor

Online Web Marketer

Occasionally

  • Wrote articles for online publications.
  • Posted articles online to a variety of sources.
  • Kept the posting list for easy reference.
  • Basic work with Google Analytics