Shane Brown
Brooklyn,New York
Summary
Results-driven professional with extensive experience in delivering exceptional customer service and supporting organizational goals. Skilled in fostering strong relationships, motivating teams, and successfully completing projects. Expertise in managing multiple priorities with a detail-oriented approach, consistently exceeding performance targets. Proven ability to thrive in fast-paced environments through effective time management and critical problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Analyst
Biz2Credit
Manhattan, NY
03.2021 - 12.2024
- Serve as the primary point of contact between executives, internal departments, and merchants; facilitate meetings between customers and various teams, including the CPA, sales, and legal departments
- Oversee all day-to-day operations as the team lead, such as developing processes and policies for the Customer Service department to boost efficiency; respond to a high volume of customer inquiries to identify and resolve issues; explain contractual terms to ensure clients understand the funding process
- Receive and organize correspondence, answer and forward calls; create business letters and records; manage client engagement, payment schedules, record tracking, and data communications and document all findings
- Analyze data to find patterns of fraud or irregularities; collect information, including recordings, written statements, and financial documents for examination and create detailed reports for dissemination to clients
- Consult companies regarding systems and projects and execute project rollouts; engage in cross-selling and upselling of product offerings to enhance customers' experiences and generate revenue
User Experience Specialist
Robert Half, TikTok
Manhattan, NY
03.2020 - 03.2021
- Provided top-tier customer service to enhance customers' experiences to maintain customer satisfaction; liaised with management, various teams, and customers to better understand the needs to provide resolutions
- Evaluated accounts and service histories to identify and forecast trends; collected mass amounts of data to streamline and mitigate issues; collected customer feedback and made internal process improvements
- Responded to customer inquiries via emails and promptly submitted tickets; evaluated issues and provided technical support to troubleshoot and resolve client concerns; entered customer interaction details in Zendesk and TCS to track requests, document problems, and record solutions offered to clients
- Case Management
- Event Planning
- Logistic Coordination
- Customer Service
- Facilitation
- Quality Assurance
- Data Entry
- Leadership & Development
- Research
Scheduling Coordinator
Lenox Hill Radiology
Brooklyn, NY
12.2016 - 07.2019
- Scheduled patient appointments in conjunction with referring physicians, their secretaries, and clinical staff; coordinated scans and other procedures as required for the pre and post-operative phases
- Collected patient demographics and insurance information and updated their records; tracked test results and ensured they were received promptly; obtained and sent out medical records following HIPPA guidelines; used the RIS system to answer routine questions about procedures and routed calls to upper management when necessary
- Administratively supported the Director, including scheduling meetings and appointments, schedule changes and cancellations; assisted HR by developing staff schedules every month to ensure each shift was adequately staffed
Lead Customer Service Representative
Appliance Connection
Brooklyn, NY
11.2015 - 12.2016
- Served as the lead customer support agent for both internal and external clients in a fast-paced environment; responded to a high volume of inbound calls; maintained a heavy workload reaching up to 100 interactions daily
- Negotiated with suppliers to expedite product shipment and backorders; processed credit cards, checks, and ACH payments utilizing company databases and software; upsold products and services to meet weekly sales quotas
Program Coordinator
TEAM Counselor
Brooklyn, NY
07.2014 - 11.2015
- Planned student activities, created and implemented weekly schedules for all student groups; organized and led a variety of group activities such as crafts, nature, songs, games, opening and closing ceremonies to engage students
- Identified and responded to students' behavioral issues; established social and behavioral guidelines, including cleanliness, punctuality, chores, rules, and sportsmanship; communicated student progress with parents
- Kept detailed and accurate records of incident reports, logbooks, documentation, and daily attendance; worked with junior counselors and school volunteers to equip them with tools and techniques to foster a safe environment
Trainer/Quality Coordinator
CTC Medical Imaging
Brooklyn, NY
11.2010 - 01.2014
- Developed and conducted employee training for the customer service department and the intake specialists; designed and disseminated training materials such as nav guides and other instructional materials; conducted beta tests to measure the effectiveness of the training materials; evaluated and tested employee knowledge annually; reviewed and edited training curriculum quarterly or as new policies and guidelines were instituted
- Worked with HR to develop trainee assessments to determine the readiness of new hires; conducted new project implementation; scheduled and facilitated training in class and online; acted as a supervisor and assisted with scheduling, attendance, evaluation activities, and disciplinary actions when necessary
- Partnered with call center management to ensure uniformity across all departments; acted as a project manager to create training plans for clients while monitoring timelines and budgets; monitored queues in the company's ICMS
Education
CERTIFICATES - Foundations of Project Management
Google Coursera
New York, NY05-2025
CERTIFICATES - Customer Experimented Program & Ultimate Tool Kit
Seton Hall University
South Orange, NJ08-2024
HIGH SCHOOL DIPLOMA - Nursing
Lafayette Vocational High School
Brooklyn, NY01.2001
Skills
- Case management and facilitation
- Event planning and logistics
- Customer service and support
- Quality assurance and improvement
- Data entry and research
- Leadership development
Certification
- Customer Experimented Program & Ultimate Tool Kit, Seton Hall University, 2024
- Foundations of Project Management, Google Coursera, Expected 2025
References
References available upon request.
Timeline
Customer Experience Analyst
Biz2Credit
03.2021 - 12.2024
User Experience Specialist
Robert Half, TikTok
03.2020 - 03.2021
Scheduling Coordinator
Lenox Hill Radiology
12.2016 - 07.2019
Lead Customer Service Representative
Appliance Connection
11.2015 - 12.2016
Program Coordinator
TEAM Counselor
07.2014 - 11.2015
Trainer/Quality Coordinator
CTC Medical Imaging
11.2010 - 01.2014
CERTIFICATES - Foundations of Project Management
Google Coursera
CERTIFICATES - Customer Experimented Program & Ultimate Tool Kit
Seton Hall University
HIGH SCHOOL DIPLOMA - Nursing
Lafayette Vocational High School