John Brickley
Results-driven Customer Success professional with over 16 years of experience in Account Management and client retention
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About
Results-driven Customer Success professional with over 16 years of experience in Account Management and client retention. Expert in utilizing CRM systems and Data Analysis to drive Churn Reduction and maximize software adoption. Proven leader in managing cross-functional teams and executing strategic initiatives to meet complex client business objectives within the SaaS and insurance sectors.
Experience
Regional Producer - AO GLOBE LIFE - Remote
(2025-03)
Earn promotion into the management team within the first month by demonstrating high proficiency in Account Management and client relationship development.
- Drive status as top overall producer by leveraging Salesforce CRM for efficient lead management and pipeline optimization, achieving $10,000 in weekly production.
- Lead and mentor a team of 8 agents in professional communication and Call Handling to ensure high levels of Customer Retention and service excellence.
- Execute Data Analysis on policy documentation and regulatory compliance across 18 states to maintain data integrity and minimize operational risks.
Freelance English Tutor - PREPLY - Remote
(2023-07 - 2024-03)
Provided technical troubleshooting and help desk support for users navigating global SaaS digital learning platforms to improve software adoption rates.
- Resolved diverse student concerns as a Bilingual professional, driving Customer Retention through personalized support for a global customer base.
- Analyzed client metrics to design specialized training programs that addressed demonstrated weaknesses and improved overall learning outcomes.
- Managed personalized learning roadmaps for international clients to ensure satisfaction and long-term business relationship health.
English Teacher - LEE COUNTY SCHOOL DISTRICT - Lee County, FL
(2019-01 - 2024-07)
Managed the Client Experience for 150 stakeholders by establishing rapport and utilizing Project Management skills to maintain a successful environment.
- Conducted data-driven analysis of client performance, identifying specific needs and implementing situation-appropriate solutions to drive success.
- Handled complex and confrontational interactions through Churn Reduction strategies including active listening, empathy, and data-backed mediation.
- Led proactive intervention for the bottom 25% of client base, successfully managing them to reach a 99% graduation rate and meeting critical objectives.
Independent Insurance Agent - SYMMETRY FINANCIAL GROUP - Remote
(2014-10 - 2019-01)
Managed client needs for financial protection through consultative services and dedicated Account Management to ensure long-term satisfaction.
- Supported new agents through instructional guidance on CRM usage and client relationship management to improve team-wide retention.
- Assessed client financial gaps and provided data-driven recommendations to ensure comprehensive coverage and policy adoption.
- Handled training protocols that improved agent performance and retention within the insurance industry vertical.
Sales and Client Support Team Manager - HERTZ CORPORATION - Oklahoma City
(2008-05 - 2014-10)
Led a remote team of 10 to consistently exceed monthly Customer Experience goals and critical SaaS Metrics including client retention and sales rankings.
- Executed regular performance reviews and strategy sessions similar to QBR Execution to streamline skills development for new hires.
- Managed customer support training programs focusing on active listening, professional communication, and strategic call handling.
- Resolved operational challenges and drove organizational results leading to two major promotions within 24 months.
Western Mediterranean Field Director - CHURCH OF THE NAZARENE
Directed and Administrated the work of the church of the Nazarene in the Countries of Portugal, Spain, France, Morocco, Algeria, Tunisia.
- Was responsible for the strategy development for our religious, educational, philanthropic community services in each of those countries.
- Communicated and teach at international training conferences across 10 countries, focusing on leadership and strategy development.
- Mentored 10 missionary couples under my responsibility, including weekly calls and quarterly training sessions, and annual data driven performance reviews.
- Was responsible for administrating and tracking a $3,000,000 annual budget.
Education
MA - History and Theology - NAZARENE THEOLOGICAL SEMINARY (1997-08 - 2001-05)
BA - Religious Studies - MID AMERICA NAZARENE COLLEGE (1992-08 - 1996-05)
