When people think about lead generation, they often picture ads, reports, and results. At 99 Calls, great results don’t happen by accident; they’re built through strong systems, constant communication, and a team that genuinely cares. What they don’t see is everything happening behind the scenes to make those results possible. That’s where Brianna comes in. As Operations Supervisor, she’s the one keeping everything (and everyone) running smoothly, making sure no detail slips through the cracks and every client gets the attention they deserve.
We sat down with Brianna to talk about what really goes on behind the scenes, how she supports both clients and the team, and what businesses should know about working with 99 Calls.
Q: You’ve been with 99 Calls for years. How has your role evolved?
BRIANNA:
I started in customer service and was honestly pretty nervous about everything.
Over time, I learned sales, Google Ads, and operations. Now I oversee a team. I’ve gone from being the one asking for training to being the one training others.
Q: What does a typical day look like for you?
BRIANNA:
A typical day is managing customers while also managing my own workload. I’m reviewing the team to make sure everyone is set up for a successful day, checking in on client accounts, and stepping in where needed to resolve issues or improve performance.
At the same time, I’m working on improving our internal processes, updating systems, and finding ways to make things better for both our team and our clients.
Q: How does your role impact client success?
BRIANNA:
My role is to improve customer satisfaction and retention. I work directly with clients to understand what’s working, what’s not, and how we can make things better. A big part of that is being a bridge in helping align communication, brainstorm solutions, and keep everything moving in the right direction.
Q: What does “keeping things running smoothly” actually mean?
BRIANNA:
To me, it means having a process for everything and making sure everyone follows it. When there are clear procedures in place, it reduces miscommunication and keeps the team aligned. That’s what creates consistency and smooth operations.
Q: What’s something clients might not realize about what happens behind the scenes?
BRIANNA:
We’re constantly involved.
We’re not a “set it and forget it” company. We’re always reviewing accounts, researching new strategies, and finding ways to improve results. There’s a lot more ongoing work than most people realize.
Q: What’s one of your proudest moments?
BRIANNA:
Helping save a customer from canceling. Being able to step in, understand their concerns, and turn things around, that’s a big win for me.
Q: What separates clients who succeed from those who struggle?
BRIANNA:
Openness and willingness to work with us.
The most successful clients trust the process and focus on long-term growth. Not just instant results.
Q: What’s a common misconception about leads?
BRIANNA:
That leads are guaranteed jobs. They’re not.
Leads are opportunities. Our job is to generate those opportunities and provide tools to help turn them into closed business.
Q: What motivates you every day?
BRIANNA:
Our customers.
I love seeing businesses grow, from small operations to expanding into new services. Being part of that journey is what drives me.
Q: What makes the 99 Calls team different?
BRIANNA:
We’re close, diverse, and genuinely care.
Everyone brings something unique to the table, and we work together like pieces of a puzzle. It really does feel like a team. Not just a company.
Q: What’s your advice for business owners considering 99 Calls?
BRIANNA:
Start sooner rather than later. Waiting only slows down your growth. The sooner you invest in your business, the sooner you’ll see results.
Q: What is one last thing customers should know about the team?
BRIANNA:
We’re real people, and we care.
We’re not just another service, we’re a team that’s invested in your success and actually enjoys what we do.
99 Calls is more than marketing. It’s a team. Brianna is one of the people making sure everything stays on track. Because in competitive home service markets, success isn’t just about generating leads. It’s about how well everything is managed behind the scenes.
Still have questions? Give 99 Calls a ring!