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Customer-focused professional with 10+ years of experience in account management and customer success. Proven ability to improve processes, build rapport, and drive customer loyalty. Skilled in CRM platforms, problem-solving, and ensuring pleasant customer experiences through a combination of technical expertise and passion."Cooperation is the thorough conviction that nobody can get there unless everybody gets there."— Virginia Burden
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Customer Account SpecialistConvoy Inc Aug 2021 - Jul 2023Seattle, Washington, United States- Worked within assigned operational queues to schedule, update, and solve issues for shippers in the process of being onboarded and streamlined- Monitored entire shipment progress from tender to delivery confirmation to document, report, and update processes and SOPs as needed- Provided support to shippers, facilities, and carriers making sure everyone was kept informed and felt like they were an integral part of the process- Trained carriers how to use the Convoy app, improve performance, and grow with Convoy- Built culture and camaraderie across Convoy helping maintain the one-team value through leading company-wide monthly coffee chats and meditation sessions -
Machine Learning Data AssociateAmazon Aug 2019 - Aug 2021Seattle, Washington, United States- Executed deep dives into automation workflows by reading historical transcripts to create automation opportunity- Annotated machine learning model outputs to evaluate accuracy - Monitored and trained machine learning models for multiple products across the customer engagement technology organization - Represented data-based customer and associate behavior to improve automation workflows - Provided CSA subject matter expertise to identify and eliminate UX problems -
C2Cs Specialist / Cs Ops SupportAmazon Nov 2018 - Aug 2019Seattle, Washington, United States- Resolved customer contacts via phone, chat, and email as an input to driving defect elimination- Became a subject matter expert for business units on behalf of the customer service network- Advocated for the customer experience by challenging the status quo and providing feedback to Amazonians across the company- Proactively identified systemic issues that need to be resolved to prevent future customer concerns- Led brainstorming and feedback sessions with the intent of eliminating downstream defects for customers
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Client Support SpecialistQuorum Review - Independent Review Board Aug 2015 - Jan 2018Greater Seattle Area- Promoted client loyalty through excellent customer service and assistance with clinical research study activities- Identified and serviced the needs of customers through building rapport and resolving site-level questions in a courteous, timely and professional manner- Executed procedures and administrative tasks to process time-sensitive materials requiring high accuracy, completeness, and adherence to internal quality standards and external FDA regulations- Worked with key members within the department and across the company in providing customer-focused resolutions- Continued engagement with company culture through the creating Employee Engagement Projects and chairing the Safety Committee -
Submissions SpecialistQuorum Review - Independent Review Board Oct 2014 - Jul 2015Seattle, Wa- Received/screened incoming client materials according to industry regulations- Communicated with clients via email/phone if materials were not complete- Routed client materials for internal analysis and processing- Worked to be a resource for the team by cross-training and becoming a subject matter expert for incoming materials- Engaged with company culture through the Employee Engagement Team and Safety Committee
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Production SpecialistQuorum Review - Independent Review Board Oct 2012 - Oct 2014- Assisted with the preparation of Board Meeting Packs- Checked Sponsor documents for errors before they shipped- Cross-trained in various positions for backup and influx workloads- Assisted in managing the Production and Scanning departments- Worked closely with management to fine-tune department procedures
Frequently Asked Questions about Lee Brown
What is Lee Brown's role at the current company?
Lee Brown's current role is Account Management | Customer Success | Ex-Convoy | Ex-Amazon.
What is Lee Brown's email address?
Lee Brown's email address is lb****@****voy.com
What is Lee Brown's direct phone number?
Lee Brown's direct phone number is +120645*****
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