Brendon Quarnberg

About Brendon Quarnberg

I’m a program and operations leader who’s passionate about building customer support experiences that create trust, loyalty, and belonging. Over the last 17+ years, I’ve led cross-functional initiatives across customer service operations, contact center performance, service design, and technology-enabled support—partnering with Product, Engineering, Design, Compliance/Policy, and senior leadership teams to deliver measurable outcomes.I’m at my best when programs are complex and ambiguous: aligning stakeholders, creating governance structures, building clear roadmaps and action plans, and helping teams execute with confidence. I’m known for calm leadership under pressure, strong executive storytelling, and a people-first approach that drives results without losing empathy.Some outcomes I’m proud of include improving NPS from -30% to positive, reducing churn from 45%, delivering $400K in annual savings through customer journey redesign, and leading large-scale operational change across a 160-person organization while improving service experience to NPS 80%.I’m PMP-certified, data-informed (SQL/Tableau), and deeply motivated by work that strengthens communities through exceptional service.

Experience

1. Senior Marketing Manager Clinic Communications

   1-800 Contacts

   May 2023 — Present · Draper, UT, US

   Building a new organization and process focusing on our communication with eye care clinics and the outcomes of those communications. Analyzing vast amounts of data to determine industry trends, evaluate the meaning behind those trends and devising organizational tests and system efficiencies that can be run to improve our customers’ experiences. Building an organizational structure used to identify objectives and prioritize projects. Launched multiple test plans which have led to improved operational practices amounting in over $400K in saved revenue. Creating SOPs, OKRs and KPIs to pave the way for ongoing improvement in our ability to leverage clinic communications to the benefit of our customers as well as clinics. Targeting $5 million in net revenue gains.

Education

• Utah State University - Jon M. Huntsman School of Business

  Master of Business Administration (M.B.A.), Business Administration and Management, General

  2016 — 2017

• University of Utah

  BA, Mass Communication Emphasis in Public Relations

  2001 — 2007

Skills

• Customer Service
• Call Center
• Microsoft Office
• Microsoft Excel
• Powerpoint
• Social Media
• Outlook
• Sales
• Microsoft Word
• Account Management
• Team Leadership
• Forecasting
• Data Analysis
• Sharepoint
• Engaging Public Speaker
• Team Building
• Project Management
• Project Planning
• Agile Project Management
• Call Centers
• Management
• Quality Assurance
• Coaching
• Process Improvement
• Leadership Development
• Time Management
• Budgets
• Customer Satisfaction
• Leadership
• Public Speaking
• Business Process Improvement
• Microsoft Powerpoint