Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ja'Marr BROWN

Campbell,CA

Summary

Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Associate

Hertz
10.2022 - Current
  • Investigated and resolved accounting, service and delivery concerns.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Asked customers questions to determine, verify and solve common problems.

Customer Experience Manager

Premium Retail Services
03.2022 - 02.2023
  • Used customer feedback to create a list of areas that require improvement
  • Cultivated loyalty and improved sales
  • Responded to customer requests for services, products, and company information
  • Met with clients over the phone and face to face to discuss critical issues
  • Developed strategies to increase customer loyalty through coupon programs, proactive surveys, and social media engagement
  • Assessed customer satisfaction through surveys, direct interactions, and employee interviews
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.

Hotel Front Desk Supervisor

Bella Vista Inn
08.2018 - 03.2022
  • Proactively participated in meetings and helped create new practices
  • Handled customer complaints with empathy and composure
  • Consistently met my short and long-term targets
  • Answered calls, responded to emails, and spoke with clients face-to-face
  • Processed a range of documentation and entered information into databases
  • Trained, coached, and supervised new staff members
  • Supervised and delegated tasks to a team of 10 people.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
  • Created and managed accurate occupancy forecasts and budgets.

Assistant Manager

Safeway
09.2014 - 07.2018
  • Helped resolve customer service issues involving multiple retailers
  • Updated store policies to reflect changing legal and societal needs, and ensured that these adjustments were met
  • Surveys revealed a 12 percent increase in customer satisfaction between 2016 and 2017
  • Oversaw employee activities and created scheduling charts
  • Assisted with the screening of new recruits
  • Trained and mentored new employees
  • Settled interpersonal issues between employees
  • Learned the basics of retail, including stocking, inventory, cash handling, and POS computer systems
  • Developed vibrant customer service skills and interfaced well with management and fellow employees
  • Was promoted to assistant manager after 2 years on the job.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Retail Manager

Sears
01.2009 - 06.2014
  • Analyse sales data and plan operations accordingly
  • Coordinate team and department operations
  • Ensure customer satisfaction at all times
  • Responsible for interviewing and training new team members
  • Ensure all cash and stock loss prevention measures are followed and understood
  • Assist in choosing store layout, work with visual team for displays
  • Stock and inventory management
  • Answered questions about store policies and addressed customer concerns.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Exhibited excellent people skills during interaction with employees and customers.
  • Trained new employees on proper protocols and customer service standards.

Education

Associate of Applied Arts - Accounting And Finance

Delgado Community
New Orleans, LA
05.2022

Skills

  • Collaboration Experience
  • Conflict Resolution Techniques
  • Personal Advising
  • Regulatory Compliance
  • Team Management Experience
  • Customer Relationship Management
  • Client Relationships
  • Financial Transactions
  • Conflict Management
  • Bank Secrecy Act
  • Customer Care
  • Closing Procedures
  • Billing Adjustments and Refunds
  • Document and Records Management
  • New Hire Orientation
  • Calm and Professional Under Pressure

Certification

Customer engagement - 10+ years Data Entry - 10+ years Excellent interpersonal skills - 10+ years Excellent problem-solving skills - 10+ years Accounting - 10+ years Money Management - 10+ years Guest/Customer Relations - 10+ years

Timeline

Customer Experience Associate

Hertz
10.2022 - Current

Customer Experience Manager

Premium Retail Services
03.2022 - 02.2023

Hotel Front Desk Supervisor

Bella Vista Inn
08.2018 - 03.2022

Assistant Manager

Safeway
09.2014 - 07.2018

Retail Manager

Sears
01.2009 - 06.2014

Associate of Applied Arts - Accounting And Finance

Delgado Community

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Ja'Marr BROWN