Hi, I’m
Adrian Bryan
Customer Success & Retention Leader
Summary
Customer success and retention leader with 9+ years of experience managing high-volume customer environments, inbound revenue, and long-term client relationships. Proven record of building trust, protecting recurring revenue, and improving retention through disciplined follow-up, clear communication, and structured systems. Known for calm, empathetic phone presence, strong ownership of outcomes, and the ability to stabilize customer experience while supporting revenue growth.
Overview
9
years of professional experience
1
Certification
Work History
OrganicsOcean
Inbound Sales & Retention Specialist
09.2024 - 01.2025
Job overview
- Built rapid customer trust through clear, empathetic, and professional phone communication in a subscription-based environment
- Set internal performance records, including 42 customer satisfaction surveys within five working days, reflecting exceptional customer confidence
- Owned subscription retention and order recovery, consistently ranking among the top three performers company-wide
- Achieved the highest sustained average order value (AOV) of $143 through consultative, needs-aligned conversations
- Closed approximately 73% of recovered opportunities from missed calls and 78% of inbound sales calls, setting internal benchmarks
- Generated approximately $22,000 in inbound phone sales in a single month, including a single-day record of $2,300
- Promoted into a dedicated Sales & Retention role based on performance, reliability, and customer advocacy
- Built structured follow-up and retention workflows that maintained approximately 98% customer retention 90 days post-sale
- Designed and maintained a custom Google Sheets-based CRM, built with Google Apps Script, to track customer lifecycle status, callbacks, and retention activity
- Frequently received customer escalations to supervisors for positive feedback and advocacy, reinforcing brand trust
Hinduja Global Solutions (HGS)
Customer Operations Specialist → Medical Appeals Analyst (Humana Inc.)
10.2018 - 12.2023
Job overview
- Supported high-volume healthcare customer operations with strict quality, compliance, and SLA requirements
- Consistently ranked among top-performing agents, achieving strong QA scores and customer satisfaction
- Set internal benchmarks, including 162 customer satisfaction surveys in a single month and sustained 90%+ satisfaction
- Assisted members with provider searches, appointment coordination, and claims-related inquiries
- Selected by a 14-person team to act as right-hand support to the Team Leader, assisting with performance oversight and KPI tracking
- Supported monitoring of quality, adherence, and workload balance
- Transitioned into Medical Appeals Operations, handling sensitive records under strict 72-hour SLAs
Apavale
Lead Generation Specialist → Project Manager & Recruiter
05.2022 - 06.2024
Job overview
- Led outbound lead generation initiatives in a small, remote team environment, supporting client acquisition and pipeline growth
- Achieved the highest and most consistent conversion performance on the team, converting approximately 34% of qualified outreach into closed clients, compared to a team average of ~16%
- Promoted into a Project Management and Recruitment role based on reliability and performance
- Coordinated project execution, task tracking, and delivery across client engagements
- Supported recruitment efforts, including candidate screening and onboarding coordination
- Acted as a point of accountability between leadership, clients, and delivery teams
Independent Project
Founder / Lead Generation & Inbound Call Operations (Pay-Per-Call)
01.2017 - 01.2021
Job overview
- Built and managed nationwide Google Ads pay-per-call campaigns for plumbing and HVAC service providers
- Designed large-scale geo-targeted keyword frameworks using nationwide city, county, and ZIP-code datasets
- Developed and maintained a 20,000+ negative keyword list through deep industry research to improve lead quality and reduce wasted spend
- Implemented Twilio-based call routing and tracking systems, including API setup and compliance-aware workflows
- Used Google Ads Editor, SpyFu, Ubersuggest, MergeWords, and Excel-based analysis to optimize campaigns
- Built and tested campaigns on limited daily budgets before scaling, prioritizing conversion quality and cost control
- Created and optimized landing pages and inbound funnels to support lead flow
- Participated in joint ventures, contributing systems, infrastructure, and operational setup
Sutherland Global Services
Customer Operations & Sales Specialist
01.2016 - 01.2018
Job overview
- Supported multiple outsourced consumer brands across entertainment and e-commerce in high-volume inbound call environments
- Handled customer inquiries, exchanges, refunds, and policy explanations with empathy and first-call resolution focus
- Transitioned into inbound sales roles, managing upsells, cross-sells, and secure payment processing
- Ranked as a top-performing agent, handling 100+ calls per day with strong quality scores
- Promoted to support Amazon UK customer service operations, maintaining strict service standards
Education
St. Jago High School
High School Diploma
01.2013
University Overview
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Skills
- Customer Success & Lifecycle Ownership
- Subscription Retention & Revenue Protection
- Inbound Sales (Warm Leads)
- Customer Trust & Relationship Management
- Follow-Up Discipline & Callbacks
- Escalation Handling & Service Recovery
- CRM Accuracy & Handoff Quality
- Reporting, Visibility & Customer Insights
Certification
2016-01-01 to 2021-12-31, Remote, Sales Operations & Business Systems - Cardone University, CRM Systems & Operations - HubSpot Academy, Sales Process Design - Dan Lok Training Program, Revenue Messaging Systems - Dan Lok High Income Copywriter Program
Awards
Awards
- Top Performer Recognition - OrganicsOcean (Inbound Sales & Retention)
- Top Performing Agent - Humana (HGS)
- Peer-Selected Team Support Recognition - HGS
Systems And Tools
Systems And Tools
- Zendesk
- Intercom
- Gorgias
- RingCentral
- HubSpot
- Salesforce
- GoHighLevel
- Pipedrive
- Google Sheets
- Google Apps Script
- Dashboards
- KPI Tracking
- Trello
- Asana
- ClickUp
- Slack
- Google Workspace
- SOPs
- Playbooks
- Documentation
Personal Information
Personal Information
Availability: Open to full-time, long-term remote roles. Comfortable with US time-zone overlap. Available for operational ownership, leadership support, and system build-out., Remote | Global (US Time-Zone Overlap)Availability
Availability
Open to full-time, long-term remote roles Comfortable with US time-zone overlap Available for operational ownership, leadership support, and system build-outTimeline
Inbound Sales & Retention Specialist
OrganicsOcean
09.2024 - 01.2025
Lead Generation Specialist → Project Manager & Recruiter
Apavale
05.2022 - 06.2024
Customer Operations Specialist → Medical Appeals Analyst (Humana Inc.)
Hinduja Global Solutions (HGS)
10.2018 - 12.2023
Founder / Lead Generation & Inbound Call Operations (Pay-Per-Call)
Independent Project
01.2017 - 01.2021
Customer Operations & Sales Specialist
Sutherland Global Services
01.2016 - 01.2018
St. Jago High School
High School Diploma