Curtis Browning
Idaho Falls,ID
Summary
Knowledgeable and dedicated customer care professional with extensive experience in the eCommerce industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with employees and clients. Motivated to maintain customer satisfaction and contribute to the organizations overall success. Specialize in quality, speed, and process optimization.
Overview
16
16
years of professional experience
Work History
Business Center Director
Kuubix Global
Rexburg, ID
02.2022 - Current
- Mentor, Train, and Teach existing managers and supervisors to be leaders
- Lead 100+ employees to achieve excellence in daily tasks
- Develop local monthly incentives
- Manage budget and expenses as needed for teams
- Conduct one-on-one meetings with managers and supervisors
- Facilitate continuation training and development of Managers and Supervisor team.
- Coordinate building and facility needs: repairs, maintenance, and equipment
- Provide support, coordination, direction, and guidance on Quality Assurance delivery processes
Director of Customer Care
Blue Spring Partners/ DBA Fin Fun Mermaid Tails
Idaho Falls, ID
07.2013 - 02.2022
- Report customer feedback and recommended service delivery improvements in weekly Management Meeting
- Manage call center staff and seasonal employee headcount
- Implement global strategy and vision of customer care from point of sale to post-purchase on finfun.com and 3rd party channels (Amazon, eBay, Walmart.com, & Macys.com)
- Manage performance indicators to evaluate success of customer service representatives
- Coordinate building and facility needs
- Resolve customer's issues and follow problems
- Set clear mission and deploy strategies focused on that mission
- Developed service procedures, policies, and standards
- Recruit, mentor and develop customer service agents, production employees and nurture environment where teams can excel through encouragement and empowerment
- Monitor industry’s developments and apply best practices to areas for improvement
- Manage production team and ensure production goals are met
- Created processes and policies to interact with customers through chat, email, and phone calls and maintained 96%+ happiness rating monthly
- Maintain calm, friendly demeanor with upset customers to de-escalate stressful situations
Digital Media Senior Representative
Cars.com
Idaho Falls, ID
02.2012 - 07.2013
- Created strategic marketing plans to help automotive dealers maximize their advertising
- Developed and aggressively grew sales through prospecting, cold calls, and relationship development
- Ensured customer satisfaction by responding quickly and accurately to problems, concerns or needs
- Excellent verbal, written, interpersonal communication and relationship building skills both in-person and over phone
- Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives
Account Executive
News Press & Gazette Of Idaho/ KIFI Local News 8
Idaho Falls, ID
02.2008 - 02.2012
- Conducted account research, planning, development, and collections
- Gave client proposals, provide direction for production, creative, pre-and-post production
- Drove new business development through qualifying leads, building relationships and strategic sales
- Presented key decision-makers with new and updated account strategies
- Oversaw new business development and customer servicing, including cold calling, networking, marketing, lead generation, and account servicing
- Directed production of all advertising materials, including preparing copy, evaluating proofs and enhancing layouts
- Collaborated with current and potential small businesses extensively to understand needs before proposing specific solutions
Compound Material Manager
Micron Technology Inc.
Boise, ID
06.2006 - 08.2007
- Read production orders, work orders, shipping orders, and requisitions to determine items to be moved, gathered or distributed
- Loaded, unloaded and sorted cargo as part of accurate and efficient daily shipments
- Reviewed inventory reports and activity to ensure correct documentation
- Kept storage areas organized, clean and secure to fully protect company assets
- Prepared pallets of boxes for easy transportation between customer and storage locations
- Used hand-held scanners and physical logs to accurately track item movements
- Operated forklifts and pallet jacks to transfer large products from one area of the warehouse to another, allowing for easier accessibility
Grassroots Marketing Associate
Vineyard Distribution
Murray, UT
05.2005 - 11.2005
- Determined and recommended methods to address improvement opportunities
- Distributed movie promotional materials to book stores and other partnerships
- Communicated news, updates, and changes to partner networks Assisted in movie premiers and red carpet events Conducted surveys, focus groups, and research to find public perception of movie series
- Developed strategic partnerships with "Super Fan" base to spread information and promotional activities throughout U.S.
- Supported marketing programs and campaigns with content and messaging to drive demand
Education
Bachelor of Science - Public Relations And Corporate Communication
Utah State University
Logan, UT2004
Skills
- Call Center Operations
- Open Communication
- Ecommerce
- Customer Service
- High Computer Literacy
- Business Reporting
- Team Building and Training
- Production Management
- Adaptability
- Leadership
- Management Team
- Facility Management
Timeline
Business Center Director
Kuubix Global
02.2022 - Current
Director of Customer Care
Blue Spring Partners/ DBA Fin Fun Mermaid Tails
07.2013 - 02.2022
Digital Media Senior Representative
Cars.com
02.2012 - 07.2013
Account Executive
News Press & Gazette Of Idaho/ KIFI Local News 8
02.2008 - 02.2012
Compound Material Manager
Micron Technology Inc.
06.2006 - 08.2007
Grassroots Marketing Associate
Vineyard Distribution
05.2005 - 11.2005
Bachelor of Science - Public Relations And Corporate Communication
Utah State University
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