BRION UNGER
Durham
Summary
Customer-focused digital professional with over 10 years of experience in online community moderation, customer communication, and remote support operations. Skilled in managing high-volume email and social media inquiries, resolving issues with empathy and efficiency, and maintaining brand tone across digital platforms. Experienced in community engagement, conflict resolution, and support operations for creative and e-commerce brands. Proven ability to work independently, prioritize tasks, and maintain high standards of service in remote work environments.
Overview
30
30
years of professional experience
Work History
Owner / Creative & Operations Lead
The Sheltuh
Durham
01.2023 - Current
- Company Overview: Record Label & Media Brand
- Responded to customer inquiries and resolved payment and merchandise issues via email and social platforms with an average response time under 24 hours.
- Moderated and engaged with a YouTube community of 2,000+ subscribers using YouTube Studio, ensuring brand tone and swiftly addressing inappropriate or off-topic comments.
- Oversaw customer-facing logistics for content rollouts, ensuring clear communication and smooth coordination across music, merchandise, and promotional campaigns.
- Supported messaging strategy across email and social content to maintain consistent customer-facing communication.
- Communicated with vendors and partners to resolve customer-impacting delays and ensure delivery timelines were met.
- Fostered brand partnerships that enhanced audience engagement and improved customer retention through community-based promotions.
- Managed all support, moderation, and operational tasks remotely using tools such as Google Workspace and YouTube Studio, ensuring efficient remote coordination.
- Record Label & Media Brand
Owner / Customer Communications Lead
Sire Screen Printing
Raleigh
01.2010 - 01.2022
- Managed all email support for 50+ monthly customer orders, providing quotes, processing payments, and coordinating revisions with quick turnaround.
- Maintained a customer satisfaction rate of 95%+ by delivering prompt and friendly support across order lifecycles.
- Prioritized and tracked 10–15 concurrent custom orders, ensuring clear communication and timely fulfillment.
- Resolved customer complaints with a professional, empathetic tone—achieving over 90% first-contact resolution.
- Fostered long-term client relationships over 12 years by delivering personalized communication and consistent quality service.
Fleet Service Agent
Envoy Airlines / American Eagle Airlines
Raleigh
01.2007 - 01.2018
- Operated in a fast-paced, safety-critical environment, communicating clearly across departments to ensure timely and accurate operations.
- Ensured safe and efficient cargo handling while supporting cross-functional teamwork to maintain flight schedules and service quality.
Assets Protection Team Leader
Target
Fayetteville & Raleigh
01.1995 - 01.2007
- Delivered front-line customer service during sensitive loss prevention situations, maintaining professionalism and de-escalating conflicts.
- Documented incidents with precision and collaborated with local law enforcement to ensure safety and compliance.
- Maintained strict confidentiality and upheld professional standards in high-pressure and potentially volatile scenarios.
Education
Associate Degree - Music
School of Communication Arts
Raleigh, NC08.2006
Skills
- Email & Chat Support
- Online Community Moderation
- Customer Relationship Management
- Tone & Voice Adaptability
- Google Workspace
- Conflict Resolution
- Remote Team Coordination
- Problem Solving & Prioritization
- Strategic Communication
- Rapid Software Adoption
Timeline
Owner / Creative & Operations Lead
The Sheltuh
01.2023 - Current
Owner / Customer Communications Lead
Sire Screen Printing
01.2010 - 01.2022
Fleet Service Agent
Envoy Airlines / American Eagle Airlines
01.2007 - 01.2018
Assets Protection Team Leader
Target
01.1995 - 01.2007
Associate Degree - Music
School of Communication Arts
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