Danny N. Brown
Covington,GA
Summary
Facilitated communication between clients and internal departments, ensuring seamless processes and optimal resolutions to drive customer satisfaction and retention.
Overview
16
16
years of professional experience
Work History
Ad Production Coordinator II
CoStar Realty Group
Atlanta, GA
02.2020 - Current
- Conduct in-depth research using tools like rent comparable reports and lead tracking to optimize client listings.
- Serve as a key liaison between clients and sales teams, providing support for navigating customer portals and enhancing listings.
- Ensure seamless vendor syndication (Yardi, RealPage, AppFolio) and address discrepancies.
- Coordinate with marketing teams to onboard newly subscribed clients, ensuring a smooth transition.
- Partner with Sales Representatives to resolve contract issues, process renewals, and manage multi-property listings.
- Maintain a 99% Case Quality Audit score by investigating fraudulent activities and ensuring accurate property listings.
- Troubleshoot mobile access and browser-related issues, escalating tickets for resolution.
Technical Support Consultant/Expert
Verizon Wireless
Alpharetta, GA
01.2013 - 08.2019
- Diagnosed and resolved complex technical issues involving mobile devices, email configurations, and internet connectivity.
- Provided expert guidance on mobile applications, troubleshooting smart devices, and resolving software and hardware problems.
- Escalated priority issues efficiently to minimize customer downtime and enhance user experience.
- Delivered customer support through remote connections and call distribution phone systems.
Customer Retention Senior Representative
Verizon Wireless
Alpharetta, GA
11.2011 - 12.2012
- Conducted thorough reviews of regulated documents, logs, and customer forms.
- Developed tailored retention strategies to maintain customer satisfaction and loyalty.
- Researched and presented cost-saving opportunities and alternative solutions to retain clients.
Customer Retention Specialist
Verizon Wireless
Alpharetta, GA
04.2010 - 10.2011
- Assisted customers with billing inquiries, upgrades, and technical troubleshooting.
- Configured and supported mobile devices across multiple operating systems (iOS, Android, Blackberry, Windows Mobile).
- Applied deductive reasoning to analyze and resolve device, application, and account issues.
Education
Bachelor of Science - Business Administration, Concentration in Management
Savannah State University
Savannah, GA01.2009
Skills
- Customer Success & Retention
- Case Management & Troubleshooting
- Data Analysis & Research
- CRM & Customer Engagement Tools
- Process Improvement & Best Practices
- Contract Review & Compliance
- Cross-functional Collaboration
- Technical Support & Mobile Applications
- Problem Resolution & Root Cause Analysis
- Microsoft Office & Email Configuration
- CRM Platforms: Salesforce, HubSpot, Zendesk
- Data Analysis: Excel, Google Sheets, SQL (Basic)
- Communication Tools: Slack, Microsoft Teams, Zoom
- Ticketing Systems: ServiceNow, JIRA
Timeline
Ad Production Coordinator II
CoStar Realty Group
02.2020 - Current
Technical Support Consultant/Expert
Verizon Wireless
01.2013 - 08.2019
Customer Retention Senior Representative
Verizon Wireless
11.2011 - 12.2012
Customer Retention Specialist
Verizon Wireless
04.2010 - 10.2011
Bachelor of Science - Business Administration, Concentration in Management
Savannah State University