Sandy Brown

• Provided technical assistance to end-users, resolving application-related issues efficiently.
• Collaborated with developers to identify and implement software enhancements, improving user experience.
• Monitored system performance and uptime, ensuring optimal application functionality for users.

• Managed CRM workflows and subscription-style customer accounts, supporting revenue retention and operational efficiency for home-improvement businesses nationwide.

• Resolved complex customer inquiries through chat, email, and phone, consistently improving customer satisfaction and response times.

• Recreated reported issues within internal testing environments to ensure accurate diagnosis and deliver dependable resolutions.

• Utilized tools such as Graylog, Salesforce/Zendesk, internal admin consoles, and workflow automation systems to streamline communication with Product and Development teams.

• Developed process improvements and macros/templates to enhance support efficiency and documentation accuracy.

• Collaborated cross-functionally with Development, Data, and Account Management to expedite resolutions and ensure system reliability.

• Provided technical support for API integrations, lead capture systems, texting services, email authentication, and third-party partnerships (Zapier, QuickBooks, Twilio, SendGrid, PaySimple, etc.).

• Identified platform bugs, documented reproduction steps, and partnered with engineering teams to drive timely fixes and maintain product integrity.

• Delivered clear, detailed communication to users, including troubleshooting guides, process instructions, and escalations requiring third-party or IT involvement.

• Supported ongoing client education by explaining platform limitations, recommended workflows, and best-practice configurations to streamline daily operations.

• Supporting businesses such as Sling TV, BarkBox, FabFit Fun by managing the entire subscription model and driving recurring revenue growth
• Perform problem-solving and troubleshooting to resolve customer service inquiries via chat, email, and telephone
• Attempt to recreate reported issues in Sandbox testing environment
• Created and use Graylog queries, SaleForce/Zendesk, Macros, and JIRA to communicate with Technical Support and Product departments

• Perform problem-solving tasks within changing conditions
• Use leadership skills while guiding by example or coaching a group
• Strong organizational skills, evaluating every situation
• Selling, teaching and helping out team members when needed
• Gives recommendations on options for support

• Supported global store operations, enhancing in-store experience for diverse regions
• Ensured seamless system access for participants, improving efficiency across programs
• Managed daily communications and documentations, facilitating smooth operations
• Collaborated on peak season preparations, optimizing resource allocation
• Contributed to measurable improvements in store modeling sustainment

• Managed store inventory, ensuring seamless product availability and organization
• Collaborated with management to optimize stockroom efficiency and resolve supply issues
• Processed and tracked service parts deliveries, enhancing repair turnaround times
• Utilized SAP for parts research, improving accuracy in inventory management
• Facilitated communication with leadership, driving informed decision-making
• Optimized inventory management processes, ensuring product availability and streamlining supply chain operations for enhanced customer satisfaction
• Implemented efficient stockroom organization strategies, reducing product retrieval time and improving overall store operational efficiency
• Fostered strong communication with management, providing real-time updates on product and parts status to support informed decision-making
• Conducted thorough research on service parts allocation, resolving inventory discrepancies and ensuring accurate SAP system data

• Implementation and documentation of behavior programs
• Worked with developmentally disabled clients to assure daily life skills are learned
• Assisted clients with medical appointments and daily tasks

• Responsible for scheduling, verifying and reconciling 90 employees' hourly wages and shifts
• Data entry of all employee time cards for payroll processing
• Conducted new applicant FAA security clearance and monitored monthly re-checks
• Developed and implemented new hire orientation

• Processed checks and deposits, opened new accounts
• Balanced money shipments and responsible for personal safe totaling $25,000 daily
• Identified theft and fraudulent activities and reported suspicious activities