BRIANNA PALMER
Minneapolis,MN
Summary
Results-driven Customer Service and Account Manager with a proven track record of leading high-performing teams and enhancing customer satisfaction. Known for driving service improvements, reducing response times, and resolving complex issues in fast-paced environments. Brings strong leadership, communication, and conflict resolution skills to deliver exceptional client experiences.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Rainbow Treecare, Lawncare, Pest Experts
01.2023 - Current
- Lead customer service and inside sales teams to deliver high-quality client experiences and increase customer loyalty.
- Manage key performance metrics including Net Promoter Score (NPS), response time, call abandonment rate, and inbound sales conversion.
- Implementing training and onboarding programs that improved team performance, system adoption, and service consistency.
- Increasing employee engagement and reduced turnover through coaching, performance management, and professional development.
- Analyzing customer feedback and service metrics to identify trends and drive continuous operational improvements.
- Streamlining customer service workflows to improve scheduling accuracy and reduce client complaints.
- Ensure consistent CRM usage and data accuracy to support reporting, forecasting, and scalable growth.
- Partnering with leadership to expand service capacity while maintaining service quality and mission alignment.
Customer Account Manager
Ovation Tech
07.2021 - 01.2023
- Oversaw day-to-day account management for Ovation customers, serving as the primary liaison between clients and internal teams.
- Acted as a customer and Ovation advocate, balancing client needs with operational capabilities to ensure long-term satisfaction and retention.
- Anticipated and identified customer needs, providing proactive solutions aligned with Statements of Work (SOW).
- Led proactive service call management and escalation processes to address service issues and minimize disruption.
- Identified root causes of performance challenges and partnered with cross-functional teams to implement corrective solutions.
- Documented, developed, and drove corrective action plans to resolution, ensuring accountability and timely execution.
- Prepared and presented customer-facing and internal reports, including SLA/KPI performance, trends, and pain-point analysis.
- Partnered with Accounting to support accurate invoicing, billing delivery, and financial reconciliation.
- Supported revenue forecasting and conducted P&L oversight and analysis to ensure account profitability.
- Collaborated with Sales, Solutions, and Implementation teams to expand customer relationships and drive account growth.
- Managed customer relationships to ensure satisfaction and retention.
- Developed tailored solutions based on client needs and feedback.
Service Desk Manager
Ovation Tech
07.2021 - 01.2023
- Oversaw core IT service support processes, including Incident Management, Problem Management, and Continual Service Improvement (CSI).
- Led service desk operations to ensure timely resolution of technical issues and consistently high levels of user and customer satisfaction.
- Appraised Service Desk Analysts’ performance through regular feedback, coaching, and corrective action, supporting ongoing skill development.
- Monitored and analyzed operational and performance metrics to identify process improvement opportunities and implement targeted training initiatives.
- Ensured accurate and thorough documentation of incidents and service requests, including troubleshooting steps and resolution details.
- Built and maintained strong working relationships with Ovation customers to support service delivery and trust.
- Developed and implemented training programs that improved team efficiency, service quality, and operational consistency.
Project Coordinator/Project Manager, Client Services
DecisionOne Corporation
09.2017 - 07.2021
- Directed end-to-end project execution, including planning, coordination, implementation, communication, and resource allocation.
- Defined project schedules and managed project plans to ensure on-time delivery aligned with organizational goals.
- Oversaw service request workflows between DecisionOne, vendors, and contracted clients to ensure seamless execution.
- Led project meetings, set clear expectations, and provided ongoing guidance and support to cross-functional project teams.
- Managed all project documentation, including scopes of work, timelines, and executive-level status reports.
- Tracked project deliverables and milestones, ensuring accountability and adherence to quality standards.
- Performed quality assurance reviews to ensure project outcomes met contractual and stakeholder requirements.
- Coordinated project timelines to maintain alignment with stakeholder expectations and business objectives.
Direct Account Assistant Sales Manager
Thymes
05.2012 - 09.2017
- Provided dedicated operational and sales support to the Direct Account Sales Manager, major retail accounts, and international wholesale partners.
- Supported growth of international and wholesale accounts through coordination of sales activities, account management, and customer support.
- Coordinated international shipments, ensuring compliance with customs, regulatory, and documentation requirements.
- Monitored inventory levels, tracked import containers, and managed receipt of discontinued products at the warehouse.
- Prepared monthly and quarterly sales reports to support forecasting, performance tracking, and leadership review.
- Supported catalog development initiatives and coordinated catalog production and mailings.
- Partnered with Sales Coordination to oversee customer support operations and resolve account-related issues.
- Collaborated with Marketing to obtain sales materials, product images, and launch assets.
- Worked closely with Credit and Operations teams to support domestic and international account requirements.
- Coordinated trade show logistics, including booth needs and showroom support; attended trade shows as needed.
- Served as a primary customer contact, responding to inquiries related to products, accounts, shipments, pricing, invoicing, and billing.
- Investigated and resolved order and billing discrepancies, escalating issues to the Direct Account Sales Manager when necessary.
- Completed new item forms (NIFs) and vendor setup documentation as required.
- Tracked special pricing terms and vendor agreements by account to ensure compliance.
- Coordinated communication for new product introductions and launches across sales channels.
- Assisted wholesale and international customers and sales representatives with product, system, and account information.
- Onboarded and trained new sales representatives on internal systems, company history, product lines, and policies.
- Managed accounts payable and receivable processes, ensuring timely and accurate financial transactions.
- Reconciled monthly financial statements, identifying and resolving discrepancies efficiently.
Skills
- Adherence to high customer service standards
- Problem-solving
- Proficient in Microsoft Outlook, Word, and Excel
- Team building and leadership
- Excellent time management skills
Timeline
Customer Service Manager
Rainbow Treecare, Lawncare, Pest Experts
01.2023 - Current
Customer Account Manager
Ovation Tech
07.2021 - 01.2023
Service Desk Manager
Ovation Tech
07.2021 - 01.2023
Project Coordinator/Project Manager, Client Services
DecisionOne Corporation
09.2017 - 07.2021
Direct Account Assistant Sales Manager
Thymes
05.2012 - 09.2017