Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shirlee Brown

Summary

Dynamic team leader with a proven track record at Walgreens, enhancing customer satisfaction through effective conflict resolution and staff empowerment. Skilled in live chat messaging and staff training, I foster an inclusive culture while driving performance improvements. Committed to excellence, I leverage database systems to streamline operations and elevate service quality.

Overview

31
31
years of professional experience

Work History

Team Leader

Walgreens
06.2023 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.

Food Service Worker

Robbinsdale School District
09.2022 - 01.2025
  • Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
  • Set up and broke down food service lines quickly to maintain service flow.
  • Cleaned and organized kitchen, dining and service areas.
  • Prepared and served various food and drink items to elementary children per nutritional guidelines.

Senior Customer Care Representative

UnitedHealth Care, UnitedHealth Group
06.2005 - 02.2022
  • Managed over 50 customer calls per day with positive attitude and focus on customer satisfaction.
  • Responded to escalated customer calls through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Banking Center Manager

Wells Fargo & Company
06.1994 - 05.2005
  • Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning.
  • Adhered to established security procedures .
  • Completed quality audit with established internal controls and policies.
  • Performed banking, business administration and financial tasks
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse

Education

No Degree - Computer Programming, Vendor Certification

ICCC
Fort Dodge, IA

High School Diploma -

Fort Dodge High School
Fort Dodge, IA
06.1974

Skills

  • Livechat Messaging
  • Database Systems
  • Online Systems
  • Information Updates
  • Recordkeeping strengths
  • Staff education and training
  • Professional telephone demeanor
  • Information Updates

Timeline

Team Leader

Walgreens
06.2023 - Current

Food Service Worker

Robbinsdale School District
09.2022 - 01.2025

Senior Customer Care Representative

UnitedHealth Care, UnitedHealth Group
06.2005 - 02.2022

Banking Center Manager

Wells Fargo & Company
06.1994 - 05.2005

No Degree - Computer Programming, Vendor Certification

ICCC

High School Diploma -

Fort Dodge High School

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