Summary
Overview
Work History
Education
Skills
Timeline
Generic
Carl Brown

Carl Brown

Summary

Motivated and proficient Facilities coordinator with 10 years of experience in multiple Facilities and Workplace services positions. Exceptional customer service and projected management skills. Delivering well-developed action preparedness plans, favorable vendor contracts and comprehensive regulations compliance.

Overview

13
13
years of professional experience

Work History

Workplace Services Coordinator

Salesforce
04.2021 - Current
  • Space Champion for Metro Boston responsible for new hire placements and manage unknown and discrepancy reports
  • Collaborate with various teammates on the creation of standard operating procedures as a member of Operational of Excellence Committee
  • Member of work.com executive team responsible for scheduling and coordinating communications for Amer East community
  • Oversight of facilities operations including preventative maintenance, vendor management,cubby oversight and purchase orders for MetroBoston Hub
  • Lead for Metro Boston REWS case management ticketing system providing support to customers by training team on dashboard review and reports
  • Utilization of MEP (mechanical, electrical and plumbing) network to create a sustainable office environment by providing Lutron lighting and Aquacore analytics
  • Manage Aramark snack program and Ambius plant program for employee and customer satisfaction
  • Salesforce
  • Coordinated and monitored service activities to confirm work met all requirements.
  • Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Educated staff on organizational mission and goals to help employees achieve success.

Facilities Coordinator

Salesforce
10.2017 - 04.2021
  • General upkeep of the facilities and building of the Burlington and Metro Boston offices
  • Arranged and oversaw all facilities vendors
  • Set up Large meetings/events
  • Oversaw janitorial vendors and day porters
  • Ensure that facilities problems are identified and repaired quickly, will ensure that building management is delivering quality services, and will make sure that all internal customer demands are being met
  • Facilitate daily deliverables for internal SFDC employees' requests, including furniture (tables, chairs, filing cabinets) replacements/needs and building requests (Temperature adjustments-HVAC, key duplication, lighting, etc.)
  • Manage and administer ticket submittals for SFDC Workplace in
  • Supportforce/Facilities CAFM system
  • Manage and updated seating arrangements (new hires, moves etc)
  • Handle all incoming packages, mail and shipments
  • Assisted in Project management with the building construction, acquisitions, floor remodels etc.
  • Served as point of contact for internal and external customers seeking support and information.
  • Built relationships with vendors and contractors to support timely and cost-effective services.
  • Communicated with general managers and facility teams regarding upcoming repairs and projects.
  • Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
  • Managed and coordinated all facilities maintenance and repair projects within time and budget constraints.
  • Directed vendors, facilities staff, and service providers as required to create efficient and non-disruptive work environment.
  • Conducted regular facility inspections to identify repair needs or improvements.
  • Provided support and services related to mail and deliveries.

Customer Service Representative

Philips Lifeline Systems, Inc
09.2016 - 03.2017
  • Provide service support to high-risk customers with their independence and quality of life, so they may remain in their home
  • Provide technical assistance and remote troubleshooting to customers via phone, internet/chat and electronic mail by active listening and effective probing to identify the issue and resolve effectively through first contact resolution
  • Respond to phone, e-mail, fax inquiries, chat requests, compliments and complaints from customers and internal departments by taking ownership of the problem until fully resolved to customer's satisfaction
  • Demonstrate the ability to provide complete, concise and understandable explanations to customer inquiries
  • Programs used daily: PeopleSoft, Salesforce, Vantive, Oracle, Microsoft,Excel


  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Personal Response Associate

Philips Lifeline Systems, Inc
01.2016 - 09.2016
  • Entered responses from customers into internal database using [Software] to later compile reports or conduct analysis.
  • Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete questionnaires.
  • Reviewed, classified and recorded survey data in preparation for computer analysis.


  • Respond to incoming calls/signals by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures
  • Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service
  • Obtain requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system (Care Partners Connect, Saleforce.com)
  • Perform off phone tasks as required (call back queue, call no messages, courtesy calls) in accordance with established protocols
  • Troubleshoot maintenance signals when applicable and home communicator issues to ensure that the Subscriber's service is functional and uninterrupted
  • Meet departmental standards for calls per hour, after call work, average handle time and case quality
  • Adhere to all company and departmental policies and practices
  • Ensure that all required TEDS and Philips trainings are completed within expected timeframes
  • Demonstrate behaviors that contribute to productive, supportive and caring work environment.

Sales Representative

Verizon Wireless
01.2015 - 01.2016
  • Selling and activating mobile devices
  • Maintaining certain revenue per hour and insurance plan percentages
  • Attended sales trainings an completed online vendor training
  • Customer service and cash handling
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Trained and mentored new sales representatives.
  • Used customer insights to develop innovative sales strategies to increase sales.

Sales Representative

Best Buy
01.2014 - 01.2015
  • Selling and activating mobile devices
  • Maintaining certain revenue per hour and insurance plan percentages
  • Attended sales trainings an completed online vendor training
  • Customer service and cash handling
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Trained and mentored new sales representatives.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Developed and implemented sales strategies to increase profits.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.

Warehouse Associate

Haemonetics
01.2013 - 11.2013
  • Operated heavy machinery
  • Handled inventory of the warehouse
  • Picked parts for different projects
  • Prepared orders for shipment by picking, packing, and labeling merchandise.
  • Worked safely around moving machinery.
  • Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles

Sales Representative

Footaction USA
01.2011 - 01.2013
  • Selling sneakers and clothing
  • Stay updated on all of the products new and old
  • Attended sales trainings an completed online vendor training
  • Customer service and cash handling
  • Trained and mentored new sales representatives.
  • Retained excellent client satisfaction ratings through outstanding service delivery.

Education

High School Diploma -

Brockton High School
Brockton, MA
06.2012

Skills

  • Hosted radio show
  • School hired me to DJ multiple Events on campus for the campus clubs
  • Salesforce (2016)
  • PeopleSoft
  • Care Partners Connect
  • Oracle

Timeline

Workplace Services Coordinator

Salesforce
04.2021 - Current

Facilities Coordinator

Salesforce
10.2017 - 04.2021

Customer Service Representative

Philips Lifeline Systems, Inc
09.2016 - 03.2017

Personal Response Associate

Philips Lifeline Systems, Inc
01.2016 - 09.2016

Sales Representative

Verizon Wireless
01.2015 - 01.2016

Sales Representative

Best Buy
01.2014 - 01.2015

Warehouse Associate

Haemonetics
01.2013 - 11.2013

Sales Representative

Footaction USA
01.2011 - 01.2013

High School Diploma -

Brockton High School

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Carl Brown