Eryka Brown

Empathetic, data-informed Client Success and Operations Specialist with 10 years of experience managing complex client escalations, leading data analysis initiatives, and optimizing digital workflows. Proven track record across social impact, finance, public safety, and SaaS environments leveraging CRM tools (Intercom, Salesforce, Zendesk) and data platforms (Airtable, Monday.com) to drive process improvements. Skilled in non-violent communication, de-escalation, and cross-functional project execution to deliver accessible, dignified client experiences.

Customer Service at Detroit-Windsor Tunnel (2025-07 – Present)

• Manage 40–60+ high-stakes daily client inquiries via phone and email, maintaining 99% accuracy in data entry and operational reporting.
• Analyze daily intake data and operational metrics to identify service bottlenecks, recommending workflow updates to leadership.
• Coordinate vendor relations, logistics, and account permissions while maintaining strict compliance and record accuracy.
• Utilize digital management tools and de-escalation techniques to resolve real-time client concerns in a fast-paced environment.

Records Manager at Detroit Public Schools Community District (2024-04 – 2025-07)

• Managed digital and physical database systems for 100+ locations, auditing data and processing high-volume requests under tight deadlines.
• Data Analysis & Process Improvement Project Lead: Analyzed document retrieval workflows across departments, implementing streamlined digital pathways that significantly reduced wait times and reduced user error rates.
• Maintained 100% compliance with FERPA and strict privacy standards for highly sensitive client records.
• Facilitated staff training on PowerSchool, providing QA coaching and technical documentation to improve overall system adoption.

Customer Service Representative at Penn Mutual (2022-10 – 2024-02)

• Handled 50–70+ daily policyholder interactions in a high-volume remote environment, consistently exceeding quality and productivity metrics.
• Tracked and categorized client feedback and policy trends in CRM systems, delivering actionable insights to operational leads.
• Utilized non-violent communication to guide clients through complex financial updates and policy inquiries.

Executive Client Relations Specialist at Amrock (2019-12 – 2022-07)

• Resolved complex executive escalations via phone and chat, maintaining an 86% first-contact resolution rate on high-impact financial cases.
• Conducted qualitative QA reviews and peer coaching, establishing standardized operating procedures that measurably improved team performance.
• Partnered cross-functionally with internal teams to convey client feedback, helping inform process and system improvements.

Customer Service Representative at Lighting Supply (2016-01 – 2019-12)

• Managed commercial account workflows, order tracking, and billing inquiries utilizing Salesforce and Zendesk.
• Tracked fulfillment metrics and collaborated cross-functionally with warehouse teams to resolve supply chain delays.

Associate of Science in Bio Medical Equipment Technician – Wayne County Community College District (2026-08)