Liry Brown
Humble,TX
Summary
Leveraged extensive background in client support and data management to deliver exceptional service and foster enduring customer relationships.
Overview
7
7
years of professional experience
Work History
Lead
Venture Hospitality
12.2019 - 08.2025
- Led on-site operations, coordinating teams to achieve project deliverables while maintaining high safety standards.
- Monitored project progress and maintained documentation to ensure compliance with industry regulations.
- Maintained accurate and up-to-date records by entering data efficiently into databases and spreadsheets.
- Utilized advanced Excel functions to manage and analyze large datasets effectively.
- Managed multiple projects simultaneously while adhering to tight deadlines and maintaining data quality.
- Conducted regular safety inspections and training sessions, resulting in a significant reduction in incidents.
- Liaised with clients and stakeholders to provide updates and address concerns, enhancing overall satisfaction.
- Oversaw the scheduling of on-site activities to minimize downtime and ensure timely project completion.
- Resolved conflicts and issues on-site promptly, ensuring minimal disruption to project timelines.
Client relations
FedEx
08.2022 - 07.2024
- Managed daily operations to ensure a smooth workflow and adherence to company policies and procedures.
- Created comprehensive reports on customer interactions and service performance, aiding in strategic decision-making.
- Engaged with customers through various communication channels, including phone, email, and chat, to provide timely support.
- Ensured compliance with FedEx policies and industry regulations during all customer interactions.
- Conducted market research to identify customer needs and preferences, informing service enhancements.
- Utilized spreadsheet software to manage and analyze large datasets, enhancing reporting processes.
- Participated in cross-functional meetings to discuss data-related challenges and propose effective solutions.
customer advocate
iQor
05.2020 - 10.2021
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently, resulting in a 95% customer satisfaction rating.
- Managed a high volume of incoming calls / outbound calls and emails, ensuring timely and accurate responses to customer requests.
- Utilized CRM software to track customer interactions and feedback, leading to improved service delivery and enhanced customer relationships.
- Accurately inputted and updated data into the company database, ensuring high levels of precision and attention to detail.
- Collaborated with team members to streamline data collection processes, enhancing overall workflow and reducing turnaround time.
- Utilized Microsoft Excel and other database management software to organize and analyze data for reporting purposes.
- Monitored and ensured compliance with data entry standards and procedures, contributing to enhanced data governance.
- Assisted in generating reports based on entered data, providing valuable insights for decision-making processes.
- Trained new staff on customer service protocols and software tools, improving team performance and knowledge retention.
- Conducted follow-up calls to ensure customer satisfaction, fostering loyalty and repeat business.
- Resolved customer complaints and concerns with empathy and professionalism, achieving a resolution rate of 90%.
- Monitored service metrics and generated reports for management, providing insights for continuous improvement.
Medicaid member support
Conduent
03.2018 - 04.2020
- The first point of contact for patients, handling a variety of tasks from scheduling to resolving billing or benefits questions. Having a comprehensive understanding of Medicaid policies and procedures related to prescription drug coverage and approval criteria.
- Provided guidance and assistance to Medicaid members to navigate healthcare services and benefits.
- Collaborated with healthcare providers to facilitate seamless communication and care coordination for members.
- Maintained up-to-date knowledge of Medicaid policies and regulations to provide accurate information to members.
- Managed daily data entry tasks while adhering to strict deadlines and quality standards.
- Utilized spreadsheet software to organize and analyze data sets, enhancing reporting capabilities.
- Engaged in continuous improvement initiatives to identify and resolve data entry challenges.
Education
High School Diploma - High school
Summer creek high school
Houston, TX, USA01.2017
Skills
- Facilitated collaborative efforts among team members to achieve project goals
- Executed accurate data entry processes to ensure information integrity
- Executed comprehensive data analysis to identify trends and inform strategic decision-making
- Executed advanced analytical techniques to resolve intricate challenges
- Conducted comprehensive analysis of market trends and competitor strategies
- Facilitated high-level executive communications to enhance organizational alignment
- Spearheaded initiatives to enhance business processes and drive operational efficiency
Timeline
Client relations
FedEx
08.2022 - 07.2024
customer advocate
iQor
05.2020 - 10.2021
Lead
Venture Hospitality
12.2019 - 08.2025
Medicaid member support
Conduent
03.2018 - 04.2020
High School Diploma - High school
Summer creek high school