Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

KeErica Brown

Communications Manager
Washington,DC
KeErica Brown

Summary

Experienced communications leader with a strong background in team guidance, project management, and strategic goal achievement. Skilled in developing efficient processes, maintaining high standards, and aligning efforts with organizational objectives. Recognized for collaborative approach and unwavering commitment to excellence.

Overview

19
years of professional experience
9
years of post-secondary education

Work History

WMATA
New Carrollton, Ohio

SENIOR CUSTOMER ENGAGEMENT SPECIALIST
4 2022 - Current

Job overview

  • Manages and leads department and escalation support for 13+ members
  • Engages with external customer community on social media and various channels about construction projects, service updates, delays, and public policy issues to improve customer experience
  • Develops Help Center content, SOPs, and knowledge base for team and internal customers
  • Collaborates with cross-functional teams to answer public inquiries via phone, email, social media, Google Pay, Apple Wallet, and chat support.
  • Created engaging multimedia content, such as videos and infographics, to support key messages and increase employee understanding.
  • Used Canva to create eloquent, visually appealing content for internal communications.
  • Sought feedback from employees through surveys and questionnaires.
  • Managed crisis communications efforts, ensuring timely, accurate, and transparent information sharing with employees.

ONE TOUCH FORWARD formerly KEERICA PARKER
New Carrollton, MD

VIRTUAL ASSISTANT – OWNER
02.2017 - 12.2023

Job overview

  • Utilized Smartsheets to provide project management of 30+ new franchise owner’s onboarding documents, building construction, & supply ordering with The UPS Store
  • Provided external customer-facing support regarding business management, online support, & data analytics
  • Created & managed company profiles on LinkedIn, Twitter, Facebook, and Instagram increasing engagement rate by 20-100% and averaged new followers by 25-50% yearly
  • Produced email campaigns with Mailchimp with 13-17% open rate & a 2.55% click-through rate.
  • Managed email correspondence and handled incoming and outgoing mail

WMATA
New Carrollton, MD

CUSTOMER ENGAGEMENT REPRESENTATIVE-EMERGING CHANNELS
11.2017 - 04.2022

Job overview

  • Manages 4 social media profiles (Facebook, Twitter, Instagram, Apple Connect for App reviews) resulting in a 200% increase of customer engagement
  • Addresses the needs of external customers by answering 20-30 emails daily, 15-20 phone calls daily, and 20-35 chats daily, ensuring customer satisfaction and responsiveness
  • Created training plan, SOP manual, & training materials for onboarding 3 new employees
  • Provided technical support for product launches, feedback to the Product team, and collaborated with internal partners to provide customer pain points & FAQ improvement.
  • Manage and support crisis communications on a rotating basis

SOS CHILDREN’S VILLAGES
Washington, DC

DATABASE COORDINATOR
08.2017 - 11.2017

Job overview

  • Facilitated data transfers, imports, and exports between ROI & Engaging Networks of customer’s nonprofit donations to attribute to $1.2M
  • Extracted, interpreted and analyzed data to identify key metrics and transform data management
  • Served as an SOS ambassador at conferences by attending and giving presentations
  • Assisted with training 20 employees on the internal CRM system, ROI, and was appointed the SME of SharePoint by creating pages and page layouts.

THE CONSORTIUM
Washington, DC

(LIFE REIMAGINED) – HELP DESK
05.2015 - 12.2016

Job overview

  • Track, investigate, and resolve 20% of team’s customer help desk questions, chat and email for various levels of complexity and customer impact
  • Solved and routed critical technical Issues related to dashboard functionality, managing accounts, and solving problems using LifeMap SaaS application
  • Trained a team of 5 in customer support, billing, selling, and upselling $100+ life coaching sessions to subscription users
  • Developed job descriptions, recorded interview feedback, and facilitated follow-up contact for 25 newly hired licensed coaches
  • Test & build new processes to identify opportunities to solve needs for AARP startup company.

USA FOR UNHCR
Washington, DC

DIRECT MARKETING COORDINATOR
06.2013 - 04.2015

Job overview

  • Researched images and content for nonprofit quarterly direct mail campaigns
  • Assisted with RFP process for obtaining new vendors for direct mail & digital campaigns
  • Managed and verified timesheet entries & created weekly KPI reports for 50+ employees
  • Conceptualized UX Design for new website from end to end managing the project with Basecamp.
  • Crafted persuasive copywriting for various channels including print, digital, social media, and telemarketing scripts.
  • Collaborated with cross-functional teams to establish successful execution of projects and campaigns.
  • Tracked and reported on marketing campaigns utilizing an editorial calendar

ENTERPRISE HOLDINGS
Saint Louis, MO

ESCALATION SUPPORT COORDINATOR
05.2012 - 06.2013

Job overview

  • Offered end of the line support and supervisor requested calls
  • Coaching junior staff, sharing experience, and knowledge via IM, one on one, and virtual sessions
  • Processed Customer Care, Roadside Assistance, Reservations, and Loyalty calls
  • Provided email support, answered inbound, outbound, and cold calls for retention and administrative support.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Responded to 100+ customer inquiries and resolved complaints daily to establish trust and increase satisfaction.

REALTIME RESULTS
Saint Louis, MO

SENIOR CLIENT SUPPORT REPRESENTATIVE / TRAINER
07.2008 - 11.2009

Job overview

  • Led 10-20 new hire employees to transition from classroom training to hands-on learning
  • Onboarded new DirecTV users with cable, internet, and phone service
  • Provided order processing and manage ticketing system on AT&T and DirecTV accounts in the call center environment
  • Designed and conducted training sessions for new hires receiving 98% positive feedback.

CONVERGY’S
Saint Louis, MO

TECHNICAL SUPPORT AGENT
06.2005 - 11.2007

Job overview

  • Worked with customers to troubleshoot, diagnose, and resolve problems across VOIP, TCP/IP connections, & cable services
  • Developed new relationships with existing customers to understand their goals and consult on the best ways to achieve them using Comcast
  • On a special project team migrating 300,000+ customers from TimeWarner to Comcast via cloud computing
  • Aided in internet and computer setup by providing Comcast account maintenance.
  • Stayed current with industry trends and emerging technologies, providing informed support to customers.

Education

UNIVERSITY- MARYLAND GLOBAL CAMPUS
LARGO, MD

MASTERS IN STRATEGIC COMMUNICATION
07.2020 - 12.2022

University Overview

Develop strategic and innovative internal communication plans

Portfolio: https://www.canva.com/design/DAFUyEMwYEY/3eHep-6PK-dOh6Co9bFqcw/edit

HARRIS-STOWE STATE UNIVERSITY
ST. LOUIS, MO

B. S. IN SECONDARY EDUCATION from AN EMPHASIS IN ENGLISH
08.2005 - 05.2012

University Overview

Skills

Social Media

Timeline

UNIVERSITY- MARYLAND GLOBAL CAMPUS
MASTERS IN STRATEGIC COMMUNICATION
07.2020 - 12.2022
CUSTOMER ENGAGEMENT REPRESENTATIVE-EMERGING CHANNELS
WMATA
11.2017 - 04.2022
DATABASE COORDINATOR
SOS CHILDREN’S VILLAGES
08.2017 - 11.2017
VIRTUAL ASSISTANT – OWNER
ONE TOUCH FORWARD formerly KEERICA PARKER
02.2017 - 12.2023
(LIFE REIMAGINED) – HELP DESK
THE CONSORTIUM
05.2015 - 12.2016
DIRECT MARKETING COORDINATOR
USA FOR UNHCR
06.2013 - 04.2015
ESCALATION SUPPORT COORDINATOR
ENTERPRISE HOLDINGS
05.2012 - 06.2013
SENIOR CLIENT SUPPORT REPRESENTATIVE / TRAINER
REALTIME RESULTS
07.2008 - 11.2009
HARRIS-STOWE STATE UNIVERSITY
B. S. IN SECONDARY EDUCATION from AN EMPHASIS IN ENGLISH
08.2005 - 05.2012
TECHNICAL SUPPORT AGENT
CONVERGY’S
06.2005 - 11.2007
SENIOR CUSTOMER ENGAGEMENT SPECIALIST
WMATA
4 2022 - Current

Similar Profiles

CREATE PROFILE
KeErica BrownCommunications Manager