Partner Operations Executive - SaaS Integrations

Brianna Leininger

Hope Mills, North Carolina, USA, 28348 / *********************@*****.*** /

linkedin.com/in/briannasholliday / 970-***-****

Professional Summary

Partner Operations Executive with 8+ years of experience managing partner onboarding, project implementations, and customer-facing issue resolution. Improves operational workflows, reduces vendor escalation time, and manages end-to-end implementation and testing for SaaS integrations. Seeking a role that continues driving reliable partner operations, excellent customer care and scalable process improvements. Employment History

SEP 2023 - MAY 2026 Partner Operations Executive, Virgin Gifts

● Managing and coordinating day-to-day operations for partner programs, ensuring processes run efficiently and in line with company objectives.

● Identifying bottlenecks in partner workflows and implementing solutions to improve efficiency, quality, and customer satisfaction.

● Working closely with sales, marketing, customer service, finance and logistics teams to ensure seamless delivery of experiences.

● Building and maintaining strong relationships with partners, suppliers, and internal stakeholders to support program success.

● Tracking KPIs related to partner performance, customer feedback, and operational efficiency, and reporting insights to senior management.

● Coordinated cross-team handoffs via Jira and Slack to close fulfillment gaps and improve delivery accuracy.

● Reduced operation and front end errors by mapping partner workflows and revising handoff procedures across teams.

● Completed product set up to industry standards including imagery, written content, and back end booking procedures

● Integrate products onto API channels including FareHarbor, Rezdy, Ingresso, Peek, Ventrata, Broadway Inbound, and Xola

● Reduced partner booking errors by implementing standardized booking templates and validation checks.

● Trained partner contacts on booking portals and documentation, reducing submission questions over time.

● Managed monthly pricing audits across partner portfolios and corrected mismatches in product catalogs.

● Processed API integration errors with active API integrations to restore booking sync within hours.

● Resolved escalated customer booking issues by coordinating refunds, rebookings, and partner communication.

NOV 2022 – SEP 2023 Customer Engagement Project Manager 1, Essendant

● Support projects from initial discovery to implementation.

● Attended customer calls, relay project needs, identifying resources and coordinating cross-functional teams to meet project objectives and timeline.

● Manage activity timelines for projects, conversions, acquisitions, and integrations.

● Working cross functionally through communicating project timetables and ensuring alignment/support of internal and external resources as required through detailed instructions for each group involved.

● Schedule pipeline cadence and cross functional workshop calls to achieve objective or timeline.

● Develop and maintain process workflows, and timeline tracking documents.

● Create defined requirements for IT to install fixes for bug enhancements or new system features.

● Complete site testing post installment to ensure there are no bugs or complications.

● Monitor and respond to customers by addressing requests and forwarding to proper care teams.

JUL 2021 – OCT 2022 Lead Specialist, Virgin Gifts

● Designed and managed onboarding and ongoing training

● Trained frontline agents on Zendesk workflows and macros to improve first-response accuracy.

● Serve as the customer’s advocate and find resolutions to satisfy expectations

● Developed step-by-step onboarding checklist for new hires that shortened training confusion and ramp time.

● Coached agents on tone and policy application during role-plays, improving complaint handling consistency.

● Ran bi-weekly QA sessions using recorded calls to produce targeted coaching points and reduce repeat escalations.

● Built a partner escalation checklist with Partnerships to shorten vendor issue resolution time.

● Compiled weekly performance reports in Excel highlighting quality trends and agent training needs.

● Reviewed refund and voucher logs in Stripe to correct billing errors and prevent chargebacks.

● Complete additional projects or tasks to improve team and system efficiency. NOV 2019 – JUL 2021 Experience Coordinator, Virgin Gifts

● Provide personable, non-scripted, phone and email support using software Zendesk.

● Participate in listing audit meetings and suggest any necessary edits to improve the customer’s experience.

● Maintain customer accounts by recording account information.

● Manage and execute experience reservations.

● Liaise with the other departments to resolve our customers’ inquiries.

● Answer pre-sales questions about experiences & advise on company policies.

● Identify and assess customers' needs to achieve satisfaction.

● Assist with placement of orders, refunds, or exchanges.

● Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.

● Trained customers to understand return policies and processed items.

● Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

DEC 2018 – NOV 2019 Account Executive, Denver Outlaws

● Cold and warm calling to procure leads and increase sales.

● Utilized sales platforms to track progress and report goals.

● Attended to existing and new clients to address concerns, issues and questions.

● Managed assigned accounts; achieved revenue growth and revenue retention.

● Developed clients’ accounts up to $15,000.

● Qualified leads, built relationships and executed sales strategies to drive new business.

● Built and strengthened relationships with new and existing accounts to drive revenue growth.

● Resolved issues promptly to drive satisfaction and enhance customer service.

● Strengthened customer relationships with proactive and collaborative approach to managing needs.

Education

DEC 2018 Bachelor of Science in Recreation, Tourism, and Hospitality, University of Northern Colorado

Relevant Courses: Event Management

DEC 2018 Bachelor of Science in Business Administration and Marketing, University of Northern Colorado

Relevant Courses: Event programming and management, consumer behavior, marketing analysis and research, experience industry trends and issues, and social media marketing Skills

Microsoft Office, Zendesk, Slack, G-Suite, Outlook, Teams, Sharepoint, Jira, SaaS implementations, Implementation Management, Project Organization, API Integration Setup ( FareHarbor, Ingresso, Rezdy, Peek, Xola, Ventrata integration )

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