Gayon Brown

Analyze small business operations and design practical business systems including workflows, SOPs, and KPI frameworks. Recommend and support implementation of work-management tools to improve accountability and replace manual processes.

Owned 30-40 concurrent client accounts end to end, covering onboarding, renewal, commercial negotiation, and escalation, across a book worth roughly US$1.1M in annual contract value. Held renewals above 70% and ran all billing operations including invoicing and dispute resolution.

Generated over US$10,000 per month in upsell and expansion revenue from the existing client base. Carried a book of up to 50 concurrent accounts while leading the account management team and built Zapier automations to remove manual handoffs.

Owned client accounts through implementation and launch, coordinating across departments to resolve technical blockers. Documented technical requirements and served as primary client contact, translating client goals into actionable requirements.

Built and maintained over 100 client relationships, handling 30-40 client inquiries daily. Coordinated with five internal business partners to resolve client requirements and sustain satisfaction ratings.

Promoted to act as Senior Customer Service Consultant, managing a team of 20 agents and coaching them on customer interaction quality. Served as escalation point for sensitive issues and handled 15-20 sales and customer-service calls daily while maintaining quality above 90%.

Completed a Post Graduate Diploma in Supervisory Management from the University of the West Indies in 2015.

Earned a Bachelor of Science in Computer Information Science with a Business Emphasis from Northern Caribbean University from 2009 to 2014.