Olivia Brown
Houston
Summary
Leveraged expertise in ERP/CRM systems and logistics coordination to implement process improvements, fostering customer trust and operational excellence through strategic coaching and problem-solving initiatives.
Overview
12
12
years of professional experience
Work History
CSR Manager
Merchants Metals
Houston, TX
10.2023 - 01.2026
- Serve as Subject Matter Expert (SME) and primary customer contact throughout the full sales cycle, from order entry to final delivery.
- Lead and mentor a team of customer service representatives, providing coaching, training, and performance oversight to ensure excellence in service delivery.
- Monitor and report on key performance indicators (KPIs), identifying opportunities to improve efficiency, accuracy, and customer satisfaction.
- Manage order processing and verification through ERP systems, ensuring precision in pricing, product codes, and delivery details.
- Coordinate logistics by scheduling shipments, confirming loads, and communicating with freight carriers and customers to optimize costs and timelines.
- Resolve escalated service issues and disputes, conducting root-cause analysis and implementing corrective actions for long-term improvement.
- Collaborate with service centers, branch offices, and operations teams to align production, inventory, and delivery timelines.
- Evaluate customer feedback and internal data to identify performance trends and recommend procedural or systemic improvements.
- Develop and maintain standard operating procedures (SOPs), ensuring consistent documentation, compliance, and training alignment.
- Foster a culture of continuous improvement, encouraging collaboration, accountability, and professional growth across the team.
Call Center Supervisor
Asurion
Houston, TX
03.2019 - 10.2023
- Managed escalated customer interactions and coached agents to deliver high-quality support in a fast-paced environment.
- Conducted call quality reviews, developed performance reports, and collaborated with leadership to meet customer satisfaction goals.
- Analyzed service metrics to identify performance gaps and implemented action plans for improvement.
Master Stylist
JCPenney
Houston, TX
05.2014 - 01.2022
- Developed loyal client relationships while exceeding sales targets and maintaining high service standards.
- Delivered a full range of salon services with a focus on professionalism, safety, and client satisfaction.
Class Coordinator
Farouk Systems
Houston, TX
02.2017 - 07.2018
- Supported training operations by scheduling classes, managing logistics, and providing product support.
- Responded to inquiries and coordinated with educators and staff to ensure smooth execution of programs.
Customer Service Representative
IRT
Houston, TX
08.2014 - 01.2017
- Delivered prompt and courteous service through phone and email correspondence.
- Managed orders, data, and escalations using CRM tools to ensure timely and accurate issue resolution.
Education
High School Diploma - undefined
Forest Brook High School
Cosmetology License - undefined
Royal Beauty Careers
Skills
- Systems: Salesforce, Oracle ERP, Microsoft Office (Excel, Word, PowerPoint, Access)
- Leadership: Team Coaching, KPI Management, Training & Development
- Customer Service: Escalation Resolution, Order Management, Relationship Building
- Operations: Logistics Coordination, Inventory Management, Process Optimization
- Technical: Data Entry (60 WPM), Reporting & Analysis, Troubleshooting
- Soft Skills: Communication, Organization, Problem Solving, Continuous Improvement
Timeline
CSR Manager
Merchants Metals
10.2023 - 01.2026
Call Center Supervisor
Asurion
03.2019 - 10.2023
Class Coordinator
Farouk Systems
02.2017 - 07.2018
Customer Service Representative
IRT
08.2014 - 01.2017
Master Stylist
JCPenney
05.2014 - 01.2022
High School Diploma - undefined
Forest Brook High School
Cosmetology License - undefined
Royal Beauty Careers