Debra Brown Email & Phone Number

Orlando, Fl, Us

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 several certificate programs to enhance my expertise and stay current with industry trends. This allowed me to hone my technical abilities, strengthening my project management and client relationship skills. I am more prepared than ever to bring my enhanced skill set to my next professional opportunity.

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 remediation process and technical resources by facilitating cross-departmental collaboration. Addressed issues impacting the effectiveness of service and customer perception of deficiencies.• 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.• Utilized Salesforce and Jira for tracking customer engagement and identifying expansion opportunities in alignment with client needs.

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 analytic technologies critical for tying together disparate datasets. Managed the planning, design, maintenance and production of geographic data and graphics. Administered vendor agreements, coordinated and executed system development tasks, and oversaw laptop, desktop, and copier replacement projects.• 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 safety mobile system databases. Assisted the unit supervisor with project activities involving planning, configuring, installing, training, and maintenance of equipment, software, and databases.• 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 technology devices. Performed call center, phone, and email support, system maintenance, conducted case research, problem troubleshooting, and the resolution/restoration of service.• 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.