Brendan V. Varner
Customer Experience Manager, Residential fiber broadband
Denver, CO · (910) 555 0109 · name@example.com · linkedin.com/in/brendanvvarner
Key Qualifications
EXPERIENCE
Twelve years in telecommunications customer experience, five of them leading a team
INDUSTRIES
Residential fiber and broadband, wireless resale, regional telephone
SPECIALTIES
Journey mapping, net promoter score programs, churn reduction, installation experience
SYSTEMS
Salesforce, ServiceNow, Qualtrics, Tableau, Zendesk
CREDENTIALS
Certified Customer Experience Professional, Customer Experience Professionals Association
EDUCATION
Bachelor of Science in marketing, Colorado State University
Results at a Glance
18
Across the residential
34%
Tying survey comments
61,000
Calls a year
Executive Summary
Customer experience manager for a regional fiber internet provider serving 340,000 homes across Colorado and Wyoming. Twelve years spent turning installation, billing and repair data into changes customers can actually feel. Raised the relationship net promoter score by twenty two points and lowered voluntary churn while the network grew by a third.
Signature Achievements
- Raised the relationship net promoter score from 18 to 40 across the residential fiber base in seven quarters.
- Cut voluntary churn from 1.9 to 1.3 percent a month by rebuilding the first ninety days of the customer relationship.
- Reduced repeat repair visits 34 percent after tying survey comments to named technician coaching.
- Removed roughly 61,000 calls a year from the care queue by rewriting the installation appointment notifications.
- Lifted fiber installation satisfaction from 7.1 to 8.9 out of ten within a year of taking on the program.
- Built the voice of the customer dashboard now reviewed every Monday by the chief operating officer.
Professional Experience
Customer Experience Manager
Front Range Fiber Networks, Denver, CO 2021 to present
Residential and small business fiber provider with 340,000 passings, a care center of 190 agents and 84 field technicians
- Owns the residential journey from order through first bill and chairs the monthly experience review with network, care and field leaders.
- Runs the survey program across installation, repair and billing moments and reports the results to the executive team.
- Leads four experience analysts and partners with field operations on reducing truck rolls in the two oldest service areas.
- Approves every change to self service flows in the customer portal before it reaches production.
- Tracks average revenue per user alongside satisfaction so service changes are judged on both.
Customer Experience Lead
Aspenwood Broadband, Fort Collins, CO 2018 to 2021
Cable and broadband operator of 96,000 subscribers across nine mountain communities
- Introduced transactional surveys after every service call and published results by region each week.
- Mapped the move and transfer journey and removed two handoffs that caused most escalations.
- Worked with billing to redesign the paper statement after testing five versions with subscribers.
Care Team Supervisor
Rimrock Communications, Cheyenne, WY 2014 to 2018
Team of eighteen agents handling broadband and voice support for a rural telephone company
- Coached agents on first contact resolution and lifted the team result from 68 to 81 percent.
- Handled executive escalations and wrote the root cause summary for each one.
- Ran the schedule for evening and weekend coverage during the fiber build in Laramie County.
Licensure and Certification
Certified Customer Experience Professional, Customer Experience Professionals Association
Six Sigma Green Belt, American Society for Quality
Education
Bachelor of Science in marketing, Colorado State University, 2014
Core Skills
Journey mapping · Net promoter score programs · Churn analysis · Survey design · Voice of the customer · Salesforce · Qualtrics · Tableau · Root cause analysis · Team coaching