Debra Brown Email & Phone Number

United States

Horsens, -, DK

Freelance Customer Success roles for a variety of organizations. Onboarding new clients, creating effective communication cadence, and ensuring client's ROI are my primary responsibilities.

During this period, I experienced a layoff due to organizational restructuring. Recognizing the importance of continuous learning and adaptability, I invested time in pursuing professional development. I have spent this time freelancing, allowing me to apply my skills in real-world scenarios while collaborating with diverse clients.In addition, I pursued.

Fort Lauderdale, FL, US

• Communicated with complex enterprise customers on critical accounts. Managed executive level customer communication. Coordinated between internal and external teams to resolve escalated technical issues. Oversaw the.
• Strategically managed complex enterprise accounts, fostering strong client relationships and ensuring high levels of customer satisfaction.
• Coordinated cross-functional teams to resolve escalated technical issues, utilizing expertise in SaaS environment technologies and project management.
• Demonstrated exceptional written and verbal communication skills, effectively conveying technical concepts and solutions to diverse stakeholders.
• Implemented customer success strategies resulting in a 25% improvement in customer perception of service and support.
• Demonstrated strong project management skills by overseeing high-value renewals and expansion efforts, contributing to over $4M in renewals.

Fort Lauderdale, FL, US

• Supervised and trained a team of 15 personnel engaged in diagnosing and resolving hardware/software related problems on devices in a stand-alone, networked and/or remote environment. Coordinate efforts to adopt.
• Supervised and trained a team of support personnel, emphasizing empathy and understanding to maintain a 98% satisfaction rate among over 6K end users.
• Managed projects adopting analytic technologies, utilizing project management skills to ensure successful implementation and user training.
• Administered and optimized helpdesk ticketing software (FreshService), contributing to increased efficiency and consistency in technical support.
• Facilitated communication between IT, internal divisions, and vendors for seamless technology implementations, displaying strong relationship-building skills.
• Developed and revised department policies and operating procedures, emphasizing continuous improvement and alignment with customer success metrics.

Fort Lauderdale, FL, US

• Provided advanced technical assistance and support for hardware, software and computer systems. Performed remote and onsite support and instruction. Coordinated the configuration and maintenance of various public.
• Provided advanced technical assistance and support for hardware, software, and computer systems, emphasizing customer success and satisfaction.
• Designed and delivered comprehensive training programs for newly integrated equipment and software, promoting user adoption and satisfaction.
• Supervised junior technicians, fostering a collaborative team environment and contributing to skill development and growth.
• Monitored operational activities and integrated improvements with automated systems, showcasing adaptability and a continuous improvement mindset.

Fort Lauderdale, FL, US

• Furnished end user technical support and diagnosis to resolve hardware/software related problems on computer equipment operating in stand-alone, network, and/or remote environments, as well as problems with other.
• Delivered prototypical Tier 1 and 2 technical support, emphasizing excellent written and verbal communication skills and customer empathy.
• Managed network and application requirements as IT Liaison for the Strategic Investigations Division, ensuring seamless technical support for law enforcement agencies.
• Facilitated technology migrations and upgrades, demonstrating strong project management skills and technical proficiency in diverse systems and technologies.