Hi, I’m
Kimesha Brown
Mount Vernon,NY
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
years of professional experience
Work History
Weight Watchers InternationalNew York, NY
Member Service Representative
05.2021 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Investigated and resolved customer inquiries and complaints quickly.
NYC Horse Carriage RidesNew York, NY
Front Office Manager
06.2020 - 07.2022
Job overview
- Resolved issues through active listening and open-ended questioning, escalating major problems to the owner of the company.
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Completed accurate daily report documents, memos and invoices.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Provided positive first impressions to welcome existing, new and potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed credit and debit card transactions.
Several Marketing AgenciesTri State, New York
Promotional Brand Ambassador
06.2015 - 04.2020
Job overview
- Communicated product information with confidence and educated consumers about company.
- Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
- Engaged, educated and befriended customers to deliver amazing shopping experience.
- Assisted with daily opening and closing tasks to maintain clean, neat and professional store during special in house brand activations.
- Executed brand activations to standards and with professionalism.
- Contributed to social media content documenting brand's impact in on market.
- Achieved competitive brand placements at retail locations for existing and new products.
- Conducted consumer surveys and gathered data on purchasing habits for use in branding efforts.
- Functioned as team player by working with other members to deliver sampling goals.
- Acted as face of brand at retail events and sampling opportunities at multiple locations.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Achieved and exceeded sales goals in line with prescribed selling strategy.
- Facilitated field operations through supervision and direction of field personnel.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
Education
New School For Arts & SciencesThe Bronx, NY
High School Diploma
06.2009
Skills
- Efficient and Detail-Oriented
- Information Updates
- Responding to Difficult Customers
- Appointment Scheduling and Confirmation
- Upbeat and Positive Personality
- Member Relations
- Customer Retention Strategies
- Upselling Products and Services
- Call Documentation
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Customer Standards Compliance
- Needs Assessment
- Calm and Professional Under Pressure
- Order and Refund Processing
- Understanding Customer Needs
Timeline
Member Service Representative
Weight Watchers International
05.2021 - Current
Front Office Manager
NYC Horse Carriage Rides
06.2020 - 07.2022
Promotional Brand Ambassador
Several Marketing Agencies
06.2015 - 04.2020
New School For Arts & Sciences
High School Diploma
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