Fredricka Brown, M.Ed.
About Fredricka Brown, M.Ed.
Fredricka Brown, M.Ed., is a Customer Support Manager with extensive experience in customer care and support roles across various companies. She holds a Master's degree in Educational/Instructional Design and Technology and has developed skills in EDI, AS400 Administration, and SAP.
Current Role as Customer Support Manager
Fredricka Brown currently serves as the Customer Support Manager at Resident, a position she has held since 2023. In this role, she oversees customer support operations, ensuring that the team meets the needs of clients effectively. Her responsibilities include managing support staff, developing training programs, and implementing strategies to enhance customer satisfaction.
Previous Experience at Resident
Fredricka Brown has a significant history with Resident, having worked in various capacities. She was a Customer Success Supervisor for six months in 2020 and transitioned to the role of Service Recovery Supervisor from 2021 to 2023, where she focused on resolving customer issues. Additionally, she served as a Customer Success Advocate and a Customer Success Lead in 2019, contributing to the company's customer engagement efforts.
Background in Customer Care
Fredricka has extensive experience in customer care roles across different organizations. Prior to her current position, she worked at AmerisourceBergen as a Customer Care Rep II from 2015 to 2017 and at Safety-Kleen as a Customer Care Representative in 2017. She also gained experience at Greentree Mortgage Company and Neiman Marcus Group, where she held customer care positions.
Education and Expertise
Fredricka Brown holds a Master of Education (M.Ed) in Educational/Instructional Design and Technology from West Texas A&M University, which she completed from 2017 to 2019. She also earned a Bachelor's Degree in Sociology from the University of North Texas at Dallas between 2015 and 2017. Her educational background supports her strong focus on adult learning and e-learning, enhancing her capabilities in training and development within customer support.
Skills and Technical Proficiency
Fredricka possesses specialized skills in EDI, essential for managing electronic data interchange processes in customer support. She has expertise in AS400 Administration and utilizes SAP, demonstrating her ability to navigate complex enterprise resource planning systems. These skills contribute to her effectiveness in managing customer support operations.