Kellee Brunson

I would attribute a lot of my success to my mom. She was also a Customer Success Manager, and growing up I watched how hard she worked, how she took care of people and how seriously she took her career. Unfortunately, I lost my mom, but so much of what she taught me has stayed with me and shaped the person and leader I am today. I don't think I ever intentionally set out to follow in her footsteps, but somehow I found myself building a career in Customer Experience and leadership just like she did. There's something really special about that to me. I wish she could see where I am today, but I know a lot of the drive, work ethic and compassion I bring to my role came from watching her. In a way, I feel like I'm carrying a piece of her with me through the career I've built.

The best career advice that I've received is just really never stop learning, don't cap yourself just because something isn't technically part of your job. I've been successful in my career by willing to ask questions, learn different parts of the business, and take on more things that I don't necessarily know how to do yet. I don't think you have to know everything before you take an opportunity, you just have to be willing to learn, work hard, and figure it out along the way.

My biggest advice would be don't underestimate yourself and don't wait until you feel completely ready to go after an opportunity. Ask questions, speak up, bring your ideas to the table and be willing to learn things that aren't necessarily part of your job. You don't have to have the perfect background or a college degree to build a successful career. I didn't take a traditional path, and so much of my growth came from being willing to learn, work hard and take on more responsibility. Especially as a young woman, there may be times when you're the only woman in the room. Don't let that make you question whether you belong there. Know what you bring to the table, be confident in it and let your work speak for itself.

I think one of the biggest challenges in Customer Experience right now is how quickly customer expectations are changing. People expect answers faster, more communication and a much more seamless experience, especially after the sale. At the same time, I think that's one of our biggest opportunities. We have access to so much more technology and data than we did before, and we can use that to communicate better, create stronger processes, and solve problems faster. The challenge is making sure we don't lose the human side of customer service while doing that. Technology can make us more efficient, but at the end of the day, customers still want to feel heard and know that there's a real person advocating for them. I think the companies that can balance those two things are going to stand out.

Faith is probably the foundation of the values that are most important to me. It keeps me grounded and reminds me that success is about so much more than a title, a position, or what I can accomplish for myself. I believe there’s a purpose behind the opportunities I’ve been given, and with those opportunities comes a responsibility to work hard, treat people well, and make a positive impact on the people around me. My faith has also taught me to trust the path I’m on, even when I may not fully understand where it’s leading me. At the end of the day, I want to look back and be proud not only of what I accomplished, but of who I was, how I treated people, and the impact I made along the way.