Summary
Overview
Work History
Education
Skills
References
Timeline
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Christopher Brown

Colorado Springs,CO

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.

Overview

13
13
years of professional experience

Work History

Customer Service Associate

Home Depot
Colorado Springs, CO
10.2024 - Current
  • Registered customers purchase on assigned cash registers, collect cash, and distribute change as requested; process voids, returns, refunds, and exchanges as needed.
  • Acted as the first point of contact for incoming customer calls, answered customer questions and concerns using proper methods and tools, and directed calls to relevant departments.
  • Politely questioned customers to determine the cause of their problems, and selected and explained the best solution.
  • Built sustainable relationships of trust through open, interactive communication.
  • Answered questions about warranties and terms of sale.
  • Ensured compliance with state and local laws regarding regulated products (e.g., the sale of spray paint and other hazardous chemicals).
  • Suggested product solutions based on individual customer needs.
  • Maintained knowledge of current sales promotions and new product releases.
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Took special orders in person and over telephone, generating additional revenue every month.

Property Claims Adjuster II

Applied Underwriters
Omaha, NE
09.2023 - 04.2024
  • Developed and managed property insurance claims from inception through resolution for multi-state clientele.
  • Directed independent field adjusters through the claims investigation process, and analyzed their findings to evaluate and determine the extent of risk and loss.
  • Established timely reserves and performed ongoing reviews throughout the claims cycle by estimating and validating the value of my assigned claims.
  • Created and updated templates, walk-throughs, guides, and checklists to ease understanding and streamline the claims process for new hires specific to the property claims division.
  • Documented and managed claims to comply with company guidelines and jurisdictionally specific regulations.
  • Authorized initial indemnity payments to the insured, vendors, and released recoverable depreciation following the successful completion of repairs.
  • Utilized a digital claim filing system, including the management of digital diary entries, to help progress claims toward a speedy and appropriate closure.
  • Collaborated with team managers and senior adjusters to ensure effective vendor and litigation management on complex claims.
  • Ensured compliance with state regulations governing property damage insurance claims practices.
  • Documented all activities related to a claim such as conversations with claimants or insurance representatives.
  • Reviewed contracts related to insured properties for language related to coverage limits.
  • Assessed the value of damaged items based on market trends and depreciation factors.
  • Prepared detailed written reports outlining investigation results.
  • Attended training sessions periodically for continuing education credits.
  • Monitored progress of outstanding claims ensuring timely resolution.
  • Analyzed claim data such as photographs, diagrams, witness statements, and police reports.
  • Evaluated policy provisions, applicable laws, and other relevant information to determine claim payments or denials.
  • Communicated with customers via phone or email to update them on their claims status or answer questions they may have had.
  • Discussed current cases and issues in claim committee meetings.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.

Server

Texas de Brazil
Omaha, NE
01.2023 - 09.2023
  • Delivered friendly and efficient service at a high-end Brazilian churrascaria to ensure a pleasant dining experience for all guests.
  • I performed a memorized greeting speech (“the Brazilian Story”) verbatim to all guests, educating them on the unique experience and expectations that come along with dining at a Brazilian steakhouse.
  • Top performer in monthly sales and upselling competitions.
  • Consistently achieved the highest guest check averages among all full-time servers through suggestive selling, and dessert-to-go orders.
  • Frequently assisted colleagues during rush periods to foster teamwork while still providing exceptional service to assigned guests.
  • Regularly acted as a backup bartender when the bar fell behind, while still maintaining focus on assigned tables.
  • Responded efficiently to guest inquiries and complaints in a professional manner.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies.
  • Checked food before serving it to customers.
  • Assisted in training new servers.
  • Upheld high standards of sanitation in accordance with health department regulations.
  • Communicated effectively with kitchen staff regarding customer allergies or special requests.
  • Cleaned tables and chairs to prepare dining area for next customers.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Operated POS terminals to input orders, split bills, and calculate totals.

Senior Event Manager

Hilton
Omaha, NE
02.2022 - 04.2023
  • Oversaw event management from the finalized contract through execution for events featuring 50 or more sleeping rooms on peak, and/or featuring ample use of hotel function space at the largest convention hotel in the region.
  • Managed over 70 events in the first year with Hilton, including multiple city-wide events that utilized over 1,200 sleeping rooms throughout the duration of the event.
  • Acted as the sole contact between the hotel and event staff, working with third-party meeting planners, corporate meeting planners, planning committees, and first-time SMERF planners to bring their unique visions to life.
  • Developed banquet event orders (BEOs), menus, diagrams, rooming sub-blocks, and department-specific orders on deadline to guide hotel staff through the successful realization of any given event.
  • Collaborated with all applicable departments within the hotel to guarantee polished and specialized service, liaising with hotel operations, the reservations team, the front desk, finance, housekeeping, parking, food and beverage, security, shipping, audio-visual, and banquet teams to deliver a customized and uniform experience for each event.
  • Presented weekly group resumes and account cover sheets to all department heads and upper management for each assigned group or event, and addressed internal event-specific questions and concerns in advance of arrival.
  • Managed planning timelines, expectations, and deadlines with flexibility using specialized understanding of a diverse set of event types, including conventions, conferences, meetings, room blocks, galas, corporate outings, fundraisers, trade shows, retreats, traveling sports team room blocks, and television/concert production crews.
  • Managed the hotel’s most exacting contract in housing and feeding two of the teams participating in the NCAA Men’s Baseball College World Series in June of 2022. Event planning could not begin until 72 hours prior to arrival at the hotel due to the tournament format, requiring the typical 6-month planning timeline to be condensed into a 72-hour window.
  • Responsible for collecting deposits and methods of payment for all events, including special handling of direct bill applications, wire payments, and tax-exempt/government per diem room rates.
  • Played a key role in helping the hotel return to pre-Covid event and catering revenue levels via guest room upgrades, menu suggestions, and expansion of meeting space and room blocks to exceed forecasted group spend.
  • Developed templates to save time and streamline communication between hotel catering, meeting planners, and clients.
  • Oversaw the setup of events to ensure that all elements were in place according to plan.
  • Analyzed data from past events in order to identify areas for improvement in future projects.
  • Resolved any issues or problems that arose during the course of an event.
  • Adhered strictly to budgetary guidelines when making decisions about resources required for successful completion of projects.
  • Coordinated transportation needs of guests attending the event.
  • Designed a comprehensive post-event evaluation system to measure success of events against goals.
  • Ensured compliance with relevant health and safety regulations during event preparation and execution.
  • Developed detailed timelines for each event to ensure deadlines were met.
  • Conducted research on current trends in the industry in order to stay ahead of competitors.
  • Conducted post-event evaluations, gathering feedback to measure success and identify areas for improvement.
  • Utilized event management software to streamline registration, accommodation, and scheduling processes.
  • Managed event timelines, ensuring all milestones are met and communicated to relevant parties.
  • Oversaw advanced event registration and day-of check-in to handle high volume of guests.
  • Arranged security, printing and supply vendors to meet unique requirements of each event.

Director of Sand Programming

Volleyball of the Rockies
Denver, CO
05.2012 - 02.2022
  • Managed volleyball leagues with over 400 teams weekly, and a variety of tournaments featuring 500+ teams.
  • Played a key role in hiring, payroll, scheduling, training, and leading more than 25 employees.
  • Organized logistics for on- and off-site vacation activities, including coordinating with professional athletes.
  • Oversaw maintenance for the entire 4-acre volleyball facility, including snow removal, landscaping, facility repairs, and upgrades.
  • Developed print and online marketing content for leagues, tournaments, volleyball vacations, annual tournaments, and event venue advertising.
  • Strategically maintained sold-out leagues for the ten years I was employed, while increasing registration revenue by over 65% during my tenure.
  • Collaborated with the CEO on a massive facility expansion, which added 12 additional sand courts to the facility.
  • Added new programming on the newly expanded courts to accommodate over 250 additional teams weekly.
  • Proven capabilities in understanding event requirements, leading site visits, keeping accurate records of processes for assigned events, and ensuring enjoyable experiences for guests and staff.
  • Served as Tournament Director and Staff Lead of 10 annual volleyball vacations (fantasy camps) held in different locations throughout Mexico.
  • Acted as General Manager of a full-service bar and restaurant housed within the facility, including liquor ordering, inventory monitoring and control, hiring and training, and implementation of weekly specials.
  • Boosted venue revenue by 60% through the implementation of cost-saving and value-add initiatives.
  • Developed creative marketing campaigns using market demographic data to efficiently target potential customers.
  • Increased engagement rate across social media platforms by 300% through SEO best practices and a thorough understanding of Facebook and Google algorithms.
  • Maintained a strong digital presence by managing several websites and crafting appealing content related to volleyball tournaments, leagues, and vacations.
  • Returned to the company in a consultant role from April 2024 to October 2024.
  • Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
  • Developed and implemented strategic plans to ensure organizational goals were met.
  • Established relationships with vendors and suppliers to secure favorable terms for materials or services.
  • Collaborated with senior leadership to set long-term objectives for the company.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.

Education

Bachelor of Arts - English, Writing Concentration

Metropolitan State University of Denver
Denver, CO
12-2010

Skills

  • Team Management and Development
  • Marketing
  • Attention to Detail
  • Strategic Planning
  • Customer service
  • Product knowledge
  • Problem resolution
  • Digital communication
  • Time management
  • Team collaboration
  • Training and mentoring
  • Conflict resolution
  • Merchandise upselling
  • MS office proficiency
  • Project management
  • Hospitality and accommodation

References

Available upon request

Timeline

Customer Service Associate

Home Depot
10.2024 - Current

Property Claims Adjuster II

Applied Underwriters
09.2023 - 04.2024

Server

Texas de Brazil
01.2023 - 09.2023

Senior Event Manager

Hilton
02.2022 - 04.2023

Director of Sand Programming

Volleyball of the Rockies
05.2012 - 02.2022

Bachelor of Arts - English, Writing Concentration

Metropolitan State University of Denver

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