Christena Brown

A vibrant, purpose-driven leader with a multifaceted background leading high-volume service operations. I channel a deep passion for the customer experience into building high-performing teams, continuous process improvement, and leveraging operational data to scale businesses. I channel my energy into developing people through targeted training, continuous coaching, and supportive supervision.

On the operational side, I utilize data-driven performance reporting, strict quality assurance, and clear SOPs to drive execution and smooth service recovery.

Office Manager & Marketing Coordinator at PhDecks Restorations (2022-07 – 2026-07)

• Managed day-to-day administrative and organizational functions supporting business operations.
• Coordinated multiple priorities, scheduling, correspondence, customer information, documentation, and follow-up independently.
• Supported business planning and operational needs through research, communications, coordination, and administrative project support.

Guest Relations Manager at Resorts World Las Vegas (2022-06 – 2024-06)

• Promoted to Guest Relations Manager within five months in recognition of leadership, operational expertise, and guest experience performance.
• Owned CSAT analytics for a 3,500+ key resort, evaluating Amadeus reports, Hilton data, and guest feedback to identify trends and present actionable recommendations to executive leadership.
• Developed dashboards, reports, and presentations translating guest experience data into strategic recommendations and improvement initiatives across 15+ departments.
• Redesigned and delivered Guest Relations and Forbes Luxury Service training programs while managing quality assurance and service standards.
• Led the transition from Medalia (SALT) to Qualtrics, facilitating training and developing SOPs to support successful technology and process adoption.

Operations Supervisor at Fanatics (2019-08 – 2022-06)

• Progressed through six operational leadership roles based on performance, process improvement, and team leadership.
• Supervised daily operations for teams of 10-90 associates, expanding to as many as 175 seasonal employees, while directing 5-7 team leads and 12 trainers.
• Led high-volume inbound, inventory control, fulfillment, and shipping operations while balancing staffing, productivity, service levels, and changing priorities.
• Rebuilt the TSKU department through employee retraining, clear SOPs, and increased accountability for consistency, inventory accuracy, and team performance.
• Designed an ergonomic process improvement that reduced repetitive motion and saved approximately five minutes per four-item order during HEAT PICKING cycles.

Office Manager at Ballard RV Park (2017-07 – 2019-08)

• Managed daily office operations for a 150-site campground and 8-cabin lodging operation, including online reservations, scheduling, guest communications, and administrative coordination.
• Served as a primary guest resource, providing up-to-date recreational information, resolving questions, and coordinating housekeeping and operational needs to support a positive guest experience.

Designer, Social Media Manager & Data Clerk at MTBparks.com (2017-10 – 2018-07)

• Coordinated the 2018 MTBparks Pass roll out, designing the member pass and promotional packet, gathering materials from participating parks, assembling member packets, and coordinating shipment and fulfillment.
• Managed website and member database including all relevant bike park data while maintaining social media communications.
• Supported app launch by designing interface assets and testing beta releases for bugs and inconsistencies.

Contact Center Associate/CAAT at Frontier Communications (2015-03 – 2017-02)

• Progressed from the standard customer service queue to Technical Support, developing expertise in complex customer issues and troubleshooting before becoming a peer resource following the team's dissolution.
• Selected for a Quality Assurance committee, evaluating recorded customer calls for accuracy of information, adherence to service standards, and overall customer interaction quality.
• Served as a CAAT resource for fellow associates, providing guidance on complex calls and appropriate next steps while helping reinforce accurate information and consistent customer service.

Bachelor of Science in Graphic Design – Stevens-Henager College (2012-10 – 2015-05)