Jimmy Brown
Houston,Texas
Summary
Detail-oriented professional with 20 years of experience in education, documentation, stakeholder communication, and process analysis. Proven ability to assess and resolve complex issues, gather and evaluate detailed information, and deliver accurate reports. Strong communicator with a background in public relations, team leadership, and data-driven decision-making. Seeking to transition into a claims adjuster role, bringing transferable skills in investigating, conflict resolution, and customer service.
Overview
21
21
years of professional experience
Work History
Assistant Store Manager
Retail – Perfume & Clothing Boutique
- Led daily store operations and supervised a team of 5–8 employees, boosting sales revenue by 18% through upselling techniques and customer engagement.
- Investigated and resolved customer disputes regarding pricing, returns, and product defects, ensuring equitable outcomes while minimizing loss.
- Maintained inventory accuracy and conducted loss prevention audits, resulting in a 12% reduction in shrinkage.
- Analyzed sales reports to identify performance trends, driving strategic merchandising decisions that increased high-margin item sales.
- Ensured compliance with company policies and visual merchandising standards during corporate audits, passing all inspections without issue.
Department Chair; Team Leader; English Instructor
Humble ISD and Caddo Parish Schools
10.2007 - Current
- Designed and led professional training sessions to help teachers enhance instructional methods.
- Routinely conducted needs assessments and gathered data to identify and resolve performance issues.
- Managed budgets, resources, and collaborated with outside vendors to enhance learning programs.
- Implemented new technologies to make teaching more effective and efficient.
- Led a team of educators to plan and improve lesson plans and teaching strategies for students.
- Produced community-facing content to communicate initiatives, similar to claims summaries.
- Wrote and submitted grant applications, requiring strong analytical and persuasive writing skills.
- Resolved conflicts through mediation and implemented proactive communication strategies.
Technical Support/Customer Service Representative
AT&T DSL Services
06.2006 - 06.2007
- Resolved an average of 50+ technical support and billing inquiries daily, achieving a 95% customer satisfaction rating and reducing repeat call volume by 30%.
- Conducted real-time diagnostics and implemented step-by-step troubleshooting for DSL services, ensuring 90% first-call resolution.
- Documented case details with precision in CRM systems, contributing to departmental compliance with internal quality assurance standards.
- De-escalated high-stress customer interactions by applying active listening, empathy, and policy knowledge, consistently preserving customer retention.
- Collaborated with tech teams and billing departments to resolve complex cases, minimizing resolution time by 25%.
- Trained new team members on troubleshooting protocols and soft skills, enhancing team performance and onboarding efficiency.
Editor-in-Chief
Northwestern State University
05.2004 - 05.2006
- Supervised the creation and editing of content for a university publication.
- Engaged in public relations efforts to mitigate negative press, improve public perception, and reinforce the publication’s credibility.
- Worked with vendors and managed budgets to ensure projects stayed on track and within budget.
- Organized production schedules and coordinated with teams to meet deadlines.
- Maintained consistent writing style and tone to align with the university’s branding and messaging.
Education
Master of Public Administration -
Arkansas State University
01.2016
Bachelor of Arts - Journalism
Northwestern State University
01.2006
Skills
- Effective problem resolution
- Strong verbal and written communication
- Customer service and engagement
- Analyzing complex issues
- Experienced in managing legal documents
Timeline
Department Chair; Team Leader; English Instructor
Humble ISD and Caddo Parish Schools
10.2007 - Current
Technical Support/Customer Service Representative
AT&T DSL Services
06.2006 - 06.2007
Editor-in-Chief
Northwestern State University
05.2004 - 05.2006
Assistant Store Manager
Retail – Perfume & Clothing Boutique
Bachelor of Arts - Journalism
Northwestern State University
Master of Public Administration -
Arkansas State University
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