Iesha Brown
Charlotte,NC
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
BREX
Charlotte, NC
03.2021 - Current
- Scheduled consistent individual meetings with accounts to assess business goals and key priorities.
- Analyzed business performance data and forecasted business results for upper management.
- Implemented customer feedback loops to gather insights and improve products and services.
- Developed and executed customer success strategies to increase retention rates.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Monitored customer health scores, proactively addressing concerns to prevent churn.
Management Trainee
Enterprise Rent-A-Car
Costa Mesa, CA
04.2019 - 04.2020
- Assisted Branch Manager with daily operations of opening and closing branch with minimum 50-hour work weeks.
- Boosted team productivity and efficiency by leveraging top-notch selling and customer service abilities.
- Explained services and products to customers in friendly and engaging way.
- Responded to customer concerns swiftly to maintain satisfaction.
- Networked and built strong presence with potential accounts to facilitate business growth.
- Managed customer expectations through strategic communications and helped each navigate sales processes.
- Developed referral-based sales opportunities by keeping in contact with existing customer base.
Customer Service Representative
Interconnexia USA, Inc
Costa Mesa, CA
04.2018 - 04.2019
- Managed over 50 calls in high volume call center
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers with shipping, special order requests, and arranging merchandise pick-up at other locations.
- Educated customers on promotions to enhance sales.
- Provided easy shopping experience for customer and build rapport with customers on every interaction by initiating personalized conversation.
Front Desk Night Auditor
La Quinta Inn & Suites In
Durham, NC
06.2017 - 05.2018
- Documented wake-up requests and set up automatic calls in system.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Processed check-ins and check-outs of guests accurately in the hotel's computer system.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
Education
Bachelor of Science - Communication And Public Relations
East Carolina University
Greenville, NCSkills
- Account management
- Customer Service
- Revenue growth
- Cross-functional coordination
- Strategic planning
- Customer relationship building
- Customer advocacy
- Report analysis
Timeline
Customer Success Manager
BREX
03.2021 - Current
Management Trainee
Enterprise Rent-A-Car
04.2019 - 04.2020
Customer Service Representative
Interconnexia USA, Inc
04.2018 - 04.2019
Front Desk Night Auditor
La Quinta Inn & Suites In
06.2017 - 05.2018
Bachelor of Science - Communication And Public Relations
East Carolina University
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