Braylan Willis
Conway,AR
Summary
Customer service and CRM-focused professional with experience in client support, relationship-building, scheduling, documentation, sales support, and conflict de-escalation. Skilled at resolving customer concerns, maintaining accurate CRM and operational records, coordinating daily workflows, and creating positive experiences in fast-paced, people-centered environments. Brings a strong background in customer engagement, team support, behavioral de-escalation, and service consistency across retail, events, operations, and behavioral health settings. Seeking a Customer Service Representative or CRM/Customer Success role where communication, organization, empathy, and follow-through drive customer satisfaction and retention.
Overview
4
4
years of professional experience
Work History
Behavioral Health Associate
Little Creek Behavioral Health
Conway, AR
03.2026 - Current
- Supervise youth residents in a structured behavioral health milieu, maintaining safety, schedule adherence, and daily program flow.
- Monitor resident behavior, follow individualized procedures and safety guidelines, and document incidents, concerns, and behavioral observations accurately.
- Build appropriate patient-client relationships through emotional stability, self-regulation, and positive behavioral modeling.
- Support crisis prevention and de-escalation efforts while maintaining a calm, professional, and trauma-informed environment.
- Assist with approved physical intervention and restraint procedures when required to protect residents from harm to themselves or others.
- Communicate resident needs, behavioral updates, and safety concerns to clinical and supervisory staff to support continuity of care.
- Model co-regulation and professional composure during emotionally charged situations, strengthening trust and helping residents return to a safer baseline.
Game Show Host & Sales Associate
Red Door Escape Room
Conway, AR
08.2025 - 01.2026
- Delivered high-energy customer experiences while coordinating 20+ weekly live events, managing guest flow, logistics, and service execution.
- Sustained 5-star customer satisfaction standards through proactive communication, service recovery, and event management.
- Increased ticket sales through structured upselling, guest engagement, and consultative recommendations.
- Independently opened and closed operations in compliance with internal standards and customer service procedures.
- Assisted in onboarding and performance coaching of team members to support consistent service delivery.
- Resolved guest questions and concerns quickly while maintaining a positive and professional customer experience.
Associate Producer
Jubilee Theatre
Fort Worth, TX
05.2024 - 07.2025
- Coordinated production schedules and cross-department workflows to ensure timely project execution and clear stakeholder communication.
- Supervised and trained 10 interns and junior staff, providing coaching, feedback, and day-to-day guidance.
- Participated in budget planning, expense tracking, and financial discussions for operational alignment.
- Implemented documentation practices to reduce operational breakdowns and improve communication across teams.
- Collaborated with creative, technical, and administrative departments to align goals, timelines, and service expectations.
- Supported issue resolution by identifying workflow gaps and communicating next steps to appropriate stakeholders.
Event Manager
CDS / Client Demo Services
Little Rock, AR
09.2023 - 01.2024
- Supervised event staff, coordinated schedules, and managed logistical support for multiple vendor activations.
- Acted as primary contact between client stakeholders and operational teams to ensure expectations were met.
- Monitored inventory movement and materials flow to support event readiness and customer-facing execution.
- Communicated performance outcomes and operational updates to support planning improvements.
- Maintained professional client relationships through clear communication, follow-up, and reliable execution.
- Contributed to a 5% increase in vendor sales by improving event flow, strengthening customer engagement, and ensuring consistent execution across vendor activations.
Mobile Expert & Team Trainer
T-Mobile
Little Rock, AR
02.2022 - 07.2023
- Supported customers through consultative sales, account troubleshooting, product education, and service issue resolution.
- Resolved escalated customer issues while maintaining accurate CRM documentation and a professional customer experience.
- Supervised and supported up to 10 associates, contributing to hiring, onboarding, coaching, and performance management.
- Managed workforce scheduling and ensured staffing coverage matched customer demand.
- Increased commissioned territory sales by 25% through consultative sales, customer relationship-building, and team performance coaching.
- Supported inventory management, merchandising transitions, and daily store readiness.
- Independently opened and closed store operations while maintaining compliance, security, and service standards.
Education
Associate of Arts - Communication & Public Relations
Cedar Valley College
Lancaster, TX01-2020
Skills
- Customer Service & Client Support
- CRM Documentation & Operational Tracking
- Customer Success & Relationship Management
- Account Support & Follow-Up
- Schedule Coordination & Workflow Management
- Team Training & Onboarding Support
- Service Recovery & Issue Resolution
- Documentation & Reporting
- Customer Retention & Satisfaction
- Task Prioritization & Time Management
- CRM Systems
- Project Scheduling Tools
- Workflow Documentation Tools
- Reporting Systems
Accomplishments
- Increased commissioned sales territory performance by 25% through consultative customer conversations, performance tracking, and coaching while at T-Mobile.
- Maintained consistent 5-star customer satisfaction across 20+ weekly events by standardizing service delivery and proactively resolving guest concerns at Red Door Escape Room.
- Supervised, trained, and coached up to 10 direct reports, including participation in hiring, onboarding, performance evaluations, and corrective action discussions.
- Oversaw staff scheduling and shift planning to align team capacity with customer demand and operational needs.
- Independently opened and closed store and venue locations, ensuring compliance with policy, security procedures, and service continuity.
- Strengthened documentation practices across operational and customer-facing roles, supporting accuracy, accountability, and follow-up.
Community Engagement
AmeriCorps, Member, Various Locations, 2018, 2020, Delivered over 1,000 hours of structured mentorship, community programming, and coordinated team initiatives., Assisted in planning and scheduling events to meet community objectives., Facilitated communication across diverse stakeholder groups and supported community-centered service delivery., Built trust with participants through consistent follow-through, active listening, and professional communication.
Timeline
Behavioral Health Associate
Little Creek Behavioral Health
03.2026 - Current
Game Show Host & Sales Associate
Red Door Escape Room
08.2025 - 01.2026
Associate Producer
Jubilee Theatre
05.2024 - 07.2025
Event Manager
CDS / Client Demo Services
09.2023 - 01.2024
Mobile Expert & Team Trainer
T-Mobile
02.2022 - 07.2023
Associate of Arts - Communication & Public Relations
Cedar Valley College