Customer Service Experience

Shadonna D. Brown

Chesapeake, Va. ***********@*****.*** 757-***-****

WORK EXPERIENCE

Crescent Bank and Trust Financial Services Chesapeake, Va. Customer Relations & Collections Manager Nov 2009-Feb 2020.

• Collaborated cross-functionally with Senior Management, Bankruptcy, Repossession and Insurance, to streamline onboarding, training and collection processes, resulting in improved performance KPI’s, and enhanced job knowledge amongst team members.

• Mentored, coached and personalized developmental plans to team members to enhance skill set and foster a cohesive and high performing team during each stage of delinquency

• Streamlined projects both independently and with a team, implementing strategies to increase revenue, which resulted in reaching or exceeding company goals. Balance Beauty Wellness & Spiritual Spa — Spa Services Virginia Beach, Va. Operations Manager March 2020-Present

• Orchestrated seamless daily operations, scheduling, and inventory management, resulting in optimal customer experiences with over 200 five-star reviews.

• Directed and motivated team by implementing open communication channels resulting in increases staff morale and consistent service excellence.

• Implemented innovative marketing strategies to attract new clients, retain existing clients, resulting in steady growth of clientele and revenue.

Hand & Stone Massage and Facial Spa — Spa Services Virginia Beach, Va. Massage Therapist & Lead Esthetician (Part-Time) Dec 2021-Present

• Supported a team of estheticians by providing guidance, mentorship, and ongoing training resulting in a cohesive and skilled team that consistently met or exceeded performance target.

• Collaborated with spa management to review KPI’s and develop new treatment offerings, marketing strategies, and promotional campaigns contributing to the growth of the spa.

• Accessed and address client concerns and issues with professionalism, finding appropriate solutions to turning potentially negative experiences into positive outcomes. SKILLS & INTEREST

Computer: Microsoft Office (Excel, Powerpoint), Word, Adobe, CRM’s Skills: Process Improvement, Client Relationship Building, Account Management, Customer Service, Metrics & Reporting, Strategic Planning and Execution Interest: Personal Development, Wellness, Beauty, Reading, Traveling, Arts & Crafts EDUCATION

Chrysm Institute — Licensed Master Esthetician Fortis College — Licensed Massage Therapist

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