Quiana Brown
Atlanta
Summary
Dynamic Customer Success Manager with a proven track record at Verizon, excelling in client relations and process improvement. Adept at leveraging strong analytical skills and tools like JIRA and Tableau to enhance operational efficiency. Recognized for mentoring teams and driving performance, ensuring timely resolutions to complex issues while fostering collaboration across departments.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
InfoObjects(Rockwell Automation
05.2025 - Current
- Issue, update, and monitor purchase orders to ensure accurate data and reporting.
- Communicated with vendors using email and phone to request delivery dates and current pricing.
- Monitor Purchasing group mailbox to capture data and transfer to ERP tool.
- Worked with multiple departments (Receiving, Performance Excellence, Engineering, Production, and Accounts Payable) to complete work tasks and projects.
- Document and Update Job Related Work Processes and Procedures
- Resolve supply and delivery issues with suppliers by proactively finding solutions and stressing urgency of deliveries to keep projects on schedule.
- Sent large component quote packages out for bid to multiple suppliers. Receive, manage, and organize returned information.
- Experience in RFQ processes – vendor competitive bidding.
- Used ERP systems like JDE or SAP in material management or production planning.
Operations Customer Expert I
Teleperformance
09.2024 - 05.2025
- Respond to incoming calls, emails, and online chat inquiries from tax payers regarding account setup, payment procedures, password resets, and general system navigation.
- Provide clear and concise explanations of website functionalities and features to ensure users can make accurate payments.
- Troubleshoot technical issues users may encounter while accessing or using the GUI platform.
- Guide users through the payment process, including entering accurate tax information, selecting payment methods, and confirming transaction details.
- Verify user identities and address security concerns related to account access.
- Strong analytical skills to identify issues, troubleshoot technical difficulties, and find solutions to customer problems.
- Input accurate information quickly and efficiently into the GUI system Assist with processing debit card and ACH disputes.
Team Leader, Customer Service and Operations
Verizon
03.2019 - 11.2024
- Responsibilities for a team of 20, analyzed the individual performance of each team member, and provided coaching to improve performance.
- Assisted site Director with the call center's daily operations, including staffing, training, and reward/recognition programs, while managing customer service and technical support teams through site transition.
- Generated and distributed weekly reports to management.
- Performs some data entry, reporting, and transaction support for vendor centers to ensure accuracy and integrity.
- Conduct team meetings on a regular basis with direct reports.
- Analyze quality reports to identify trends and communicate to Quality Manager on way to improve quality.
- Facilitate Calibration sessions with QA Team and Operations Team to ensure understanding of new process and call flow.
- Tracked social media performance metrics (impressions, engagement, reach) using Sprinklr analytics to identify trends and optimize campaigns.
- Experience with collaborating across different functional areas across all levels.
- Analyze, measure, interpret and deliver site level performance data to Operations.
- Monitor social media conversations and respond to customer inquiries promptly and professionally within the Sprinklr dashboard.
- Used analytical skills to interpret data and generate actionable insights from Sprinklr analytics.
Executive Care Escalation Support - Analyst
Verizon
01.2018 - 03.2019
- Overseeing, managing, and implementing new projects, processes, and procedures.
- Manage escalations, leads, and process impacts from the field, retail and indirect sales channels.
- Evaluate damage and liability claims and assess the value of said claims.
- Intake subpoenas, court orders and other Legal, customer and law enforcement escalations from our strategic partners.
- Partner with Legal on priority cases based on Legal criteria and other Legal requests and assignments.
- Partner with Finance, Customer Care, Development, and Sr Leadership to resolve customer escalations.
- Work independently with the ability to exercise judgment using processes and procedures to determine the appropriate course of action.
Sr Coord- Customer Service
Verizon
07.2014 - 01.2018
- First point of contact for dealership Service Technicians, assisting with programming a telematics in customer vehicles to activate tracking and wifi features.
- Manage case volume products as requested by OEM’s ( Mercedes Benz Volkswagen, ETC).
- Ability to troubleshoot and test issues related to middleware other products supported by VTI.
- Maintain schedule and of all correspondence with the OEM. Maintain all updates via ticketing application (Siebel and JIRA).
- Train new hires on department and company processes.
- Monitors work queues and ensures items are moving through the fulfillment process according to schedule.
- Ability to alter Telematics information in a live environment.
- Maintain focused client contact after all installs of supported applications.
- Coordinates, prepares and reviews all aspects of any technical issue with the supported department and client.
- Ability to triage and determine issues impacting the client. RCA analysis and ability to involve with other teams in an enterprise environment.
- Involvement on writing the procedures and process for new hires and internal team .
- Ability to research and forecast potential issues based on historical reports and data.
- Prepare expedite request to accounting and billing departments.
- Prepare executive level presentations of business analysis.
Education
High School Diploma -
L.W. Higgins
Marrero, LANo Degree - Computer Science
Thomas Nelson
Hampton, VACertificate of Technical Studies -
Computer ED Institute
Marietta, GA02-2005
Skills
- Proficient in [software]
- Staff mentoring & leadership
- Team building
- Client relations
- Strong analytical skills and previous experience in improving and developing processes is essential
- Strong organizational skills, including the ability to prioritize personal workload
- Experience troubleshooting and resolving various issues
- Client Management
- Process Improvement
- Team Leadership
- Tableau
- Qualtrics
- SpeechMiner
- JIRA
- Sprinklr social media platform
- Okta
- G Suite
- Genesys phone system
- Excel
- AWS
- Slack
- Adobe Connect
Timeline
Customer Success Manager
InfoObjects(Rockwell Automation
05.2025 - Current
Operations Customer Expert I
Teleperformance
09.2024 - 05.2025
Team Leader, Customer Service and Operations
Verizon
03.2019 - 11.2024
Executive Care Escalation Support - Analyst
Verizon
01.2018 - 03.2019
Sr Coord- Customer Service
Verizon
07.2014 - 01.2018
High School Diploma -
L.W. Higgins
No Degree - Computer Science
Thomas Nelson
Certificate of Technical Studies -
Computer ED Institute