Julicia Brown
Atlanta
Summary
Experienced sales and customer management specialist with a strong background in general project management, customer relationship management, and diverse sales training and development. Demonstrated success in delivering exceptional customer outcomes, driving sales growth and team development. Adept at building and nurturing long-lasting professional relationships, while consistently exceeding targets. Proven ability to lead cross-functional teams and implement effective strategies to maximize productivity along the way!generation.
Overview
7
7
years of professional experience
Work History
Sr. Field Delivery Guide
Rivian Inc.
07.2022 - Current
- Aided in the successful launch, operational planning, transition and beginning operations of two local service centers
- Spearhead a project that focused on developing dashboards using collected data to visualize core operational KPIs (e.g Monthly Deliveries), saving 10 hours per week of manual reporting work.
- Successfully cultivated and managed a robust client portfolio, consistently exceeding sales and engagement targets by fostering strong relationships and understanding client needs resulting in an average customer satisfaction score of 70%.
- Recognized workflow and SOP opportunities using collected operations data and partnered with 4 other operations and field teams to establish new lasting procedures
- Participated in a project that focused on the development of lasting delivery procedures and sales strategies
- Also trained new additions to the team as it grew to 15 employees
- Participated in the Sales Campaigns in Q4 2023 and Q1 2024 to propel our sales conversion goals resulting in total quarterly sales of 13,972
Field Delivery Specialist
Rivian
10.2021 - 07.2022
- Coordinated consistent on-time deliveries of damage-free goods.
- Promoted safe driving at all times by observing all speed limits and keeping abreast of road conditions, weather, and other factors.
- Built personal relationships with guests to promote positive experiences.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change as the company grew into a full blown operation.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Spearheaded a vehicle tracking system for our center which allowed our team a visual guideline of what our workload was week to week.
Customer Experience Consultant Lead
CarMax Inc.
11.2020 - 07.2021
- Identified fluid system training opportunities and developed and delivered training needed to improve overall organization's performance and success.
- Successfully supported my team in completing over 35% of client progression to purchases, which surpassed the standard 22% goal.
- Analyzed and processed data from CRM software, facilitating seamless merchandise transfers and sales processing; boosted operational efficiency by 25% and reduced errors by about 40%.
- Initiated a project that involved a vital procedure restructure by redirecting focus on understanding consumer's ability to pay instead of product cost; implemented a conversation model which increased customer progression by 20%
- Reported on utilization patterns of consumers to enhance quality of service delivery across 4 service centers
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Onboarded and trained customer representatives to meet performance and service goals.
Customer Experience Associate
CarMax Inc.
06.2020 - 11.2020
- Promoted to team lead to assist and guide my team into successfully meeting our customer satisfaction metrics of 25% progression
- Spearheaded the establishment of performance and service goals, defining clear KPIs that held associates accountable for individual performance; resulted in a 20% increase in sales and a 15% improvement in customer satisfaction
- Processed procedural opportunities and cultivated new business operations through processing 150 new cold calls per week
- Developed and executed customer referral program, leading to 50% increase in referral business and $2M of incremental revenue
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Trained staff on operating procedures and company services.
Inventory Lead Associate
CarMax Inc.
07.2019 - 06.2020
- Successfully ensured that merchandise was being properly processed and assessed to uphold set quality and maintenance standards
- Oversaw that the company's weekly goal of 230-300+ vehicles processed, was met successfully each week
- Partnered with the other departments (Servicing) to ensure that the merchandise was properly meeting servicing and maintenance standards and providing further partnership if necessary.
- Explored new technologies and approaches to streamline processes.
- Developed workshops and presentations related to projects to gain and record knowledge of new processes.
Bookkeeper/OfficeAssistant
Muscogee Quality Properties
01.2018 - 12.2018
- Maintained and processed invoices, deposits, and money logs.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Controlled Various Accounts and Transactions for each property.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Established QuickBooks accounting system to reflect accurate financial records.
- Completed tax forms in compliance with legal regulations.
- Developed monthly, quarterly and annual profit and loss statements and balance sheets.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
Education
Bachelor of Business Administration - Management Information System, Computer Science
Columbus State University
Columbus, GABachelor of Business Administration - Information System, Marketing
Kennesaw State University
Kennesaw, GA12-2025
Skills
- Tableau Dashboard Development
- Smartsheet Management Skills
- Salesforce Proficiency
- AWS
- MS Office 365
- Mac OS X and Windows Operating systems
- Jira Project Management
- Training and Team Development
- Task Delegation and Management
- Scheduling
- Recordkeeping strengths
- Peer coaching
Certifications And Projects
- CAMP Project Management Certification, 01/01/22
- KPI Dashboard Development Project, 01/01/22
Timeline
Sr. Field Delivery Guide
Rivian Inc.
07.2022 - Current
Field Delivery Specialist
Rivian
10.2021 - 07.2022
Customer Experience Consultant Lead
CarMax Inc.
11.2020 - 07.2021
Customer Experience Associate
CarMax Inc.
06.2020 - 11.2020
Inventory Lead Associate
CarMax Inc.
07.2019 - 06.2020
Bookkeeper/OfficeAssistant
Muscogee Quality Properties
01.2018 - 12.2018
Bachelor of Business Administration - Management Information System, Computer Science
Columbus State University
Bachelor of Business Administration - Information System, Marketing
Kennesaw State University
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