Katie Brown
Redmond,WA
Summary
High-impact Customer Success professional with 6+ years of experience managing complex member ecosystems and high-volume operations.
Proven track record of managerial client facing roles, technical troubleshooting, and resolving complex challenges with empathy.
Expert at translating product & service knowledge into educational resources to drive customer retention and successful business outcomes.
Overview
13
13
years of professional experience
Work History
Stable Hand
Stable Hand
Snohomish, WA
- Current
- Feeding/ watering for all horses currently boarded (over 30 at a time)
- Turning out/ Turning in of horses
- Giving Medications of horses in morning time as needed
- Farm maintenance including:
- Dragging out arena with tractor in the mornings
- Replenishing hay needed for next shifts
- Blowing out walkways from dirt and debris
- Scrubbing out all waters and refilling
- Sweeping all floors in arenas
- Horse boarding facility
Events and Hospitality Coordinator
Thinkspace
Redmond, WA
10.2025 - Current
- Relationship Management: Primary success lead for 280+ onsite and virtual members, ensuring high retention through proactive support and relationship building.
- Omnichannel Support: Resolved high-volume inquiries via phone, email, and virtual platforms with a focus on empathy and professional de-escalation.
- Process Optimization: Developed new SOPs for confidential data handling and digital record-keeping to improve team efficiency and security compliance.
- Data Administration: Leveraged G-Suite and CRM tools to track engagement data, providing internal visibility on community health.
- Event Organization: Curate, organize and host monthly events to encourage member retention.
Lead Customer Experience Specialist
StretchLab - Redmond Town Center
Redmond, WA
06.2024 - Current
- Retention Strategy: Upheld a customer-first environment for prospects and high-value members, leveraging empathetic engagement to secure long-term loyalty and community growth.
- Conflict Resolution: Mastered the de-escalation of complex billing and technical friction points across email and phone, providing the "patient and clear" conversational support valued in high-stress event ecosystems.
- Operational Workflow: Re-engineered the client check-in and verification process, eliminating bottlenecks to ensure a frictionless experience for every visitor.
- Customer Advocacy: Acted as a strategic liaison, translating recurring member feedback into actionable insights for management to drive continuous service improvements.
- Community Education: Transformed complex service benefits into digestible social media content, successfully educating the community and increasing member engagement.
General Manager
Crunch Fitness
Bellevue, WA
04.2019 - 09.2022
- Multi-Site Operations: Directed daily operations for three franchise locations, ensuring brand compliance and exceptional service across complex customer ecosystems.
- Strategic De-escalation: Acted as the primary liaison for high-level customer issues, resolving complaints with urgency and empathy to maximize retention.
- Performance Metrics: Established and monitored weekly performance goals, consistently surpassing sales and operational targets through data-driven strategies.
- Event Logistics: Spearheaded the planning and execution of large-scale member events, managing end-to-end logistics.
- Team Development: Managed and cross-trained a diverse team of professionals, utilizing performance evaluations to drive continuous improvement.
- Resource Management: Oversaw vendor procurement and inventory protocols to ensure operational efficiency and cost-effective service delivery.
Senior Sales Manager
24 Hour Fitness
Redmond, WA
12.2017 - 04.2019
- Full-Cycle Account Management: Managed the end-to-end customer journey from prospecting and trial conversions to long-term membership retention, maintaining high conversion rate, on average 74% or higher.
- Data-Driven Leadership: Analyzed KPIs; including conversion rates - to generate comprehensive reports for senior management and inform strategic decision-making.
- Team Coaching & Enablement: Led and coached a team of 10 representatives, conducting specialized training on objection handling, product knowledge, and creative problem-solving.
- Operational Excellence: Developed and managed daily, weekly, and monthly budgets and quotas, ensuring team alignment with organizational revenue and performance goals.
Front Desk Operations
Gold's Gym
Redmond, WA
05.2016 - 01.2018
- User Onboarding: Managed end-to-end guest registration and check-in, ensuring a seamless entry into the facility ecosystem.
- Service Coordination: Acted as the primary point of contact for member inquiries, resolving account issues and service requests with empathy and speed.
- Product Communication: Translated membership tiers and service offerings into clear, value-driven guidance for prospective clients.
Assistant General Manager
Desert Sun Tanning Salon
Sammamish, WA
01.2013 - 07.2015
- Accelerated Leadership: Promoted to Associate General Manager within 6 months of hire due to rapid mastery of business operations and exceptional service delivery.
- Customer Advocacy: Managed complex customer relations issues with a focus on empathetic and gracious resolution, consistently aligning with company service policies.
- Strategy Implementation: Strategically assigned staff duties based on real-time store needs, improving service efficiency during high-traffic windows.
Education
Upper secondary education - undefined
Interior Design - Some college
Bellevue College
Bellevue, WA06.2019
Skills
- Full-Cycle Account Management (Onboarding to Retention)
- Strategic De-escalation (Crisis & Conflict Resolution)
- Customer Advocacy (Internal Team Liaison)
- Omnichannel Support (Phone, Email, Virtual)
- Process Optimization (SOP Development)
- Event Logistics (Vendor & Project Management)
- Performance Metrics (KPI & Data Analysis)
- Multi-Site Operations (Cross-Functional Leadership)
- Educational Content (User Guides & Documentation)
- Strategic De-escalation (Crisis & Conflict Resolution)
- Customer Advocacy (Internal Team Liaison)
- Omnichannel Support (Phone, Email, Virtual)
- Process Optimization (SOP Development)
- Event Logistics (Vendor & Project Management)
- Performance Metrics (KPI & Data Analysis)
- Multi-Site Operations (Cross-Functional Leadership)
- Technical Troubleshooting (Hardware & AV Support)
- Educational Content (User Guides & Documentation)
- Systems Administration (CRM & Data Management)
- Platform Proficiency (G-Suite & Scheduling Tools)
Key Tools
- G-Suite: Sheets, Docs, Gmail
- CRM: HubSpot, Zendesk, Salesforce
- Communication: Slack, Zoom, Microsoft Teams
Timeline
Events and Hospitality Coordinator
Thinkspace
10.2025 - Current
Lead Customer Experience Specialist
StretchLab - Redmond Town Center
06.2024 - Current
General Manager
Crunch Fitness
04.2019 - 09.2022
Senior Sales Manager
24 Hour Fitness
12.2017 - 04.2019
Front Desk Operations
Gold's Gym
05.2016 - 01.2018
Assistant General Manager
Desert Sun Tanning Salon
01.2013 - 07.2015
Stable Hand
Stable Hand
- Current
Upper secondary education - undefined
Interior Design - Some college
Bellevue College
Key Tools
- G-Suite: Sheets, Docs, Gmail
- CRM: HubSpot, Salesforce, Yardi, DataTrack, Club Ready
- Communication: Slack, Zoom, Microsoft Teams
Portfolio of References & Letters of Recommendation
Sara Hummel:
https://drive.google.com/file/d/153bgpMnX3qJg1XiABRPL1s-n55ZWnZRw/view?usp=drivesdk
Sachin Karnik:
https://drive.google.com/file/d/1XuHcp4z4VktY4r2-rmBDHClZHTKeC_R5/view?usp=drivesdk
Alysa Dobrowolski:
https://docs.google.com/document/d/1Dzx0Kk8eBe887ovfvK9kLNegui_T4Rla/edit?usp=drivesdk&ouid=104272230495623936653&rtpof=true&sd=true