JOHN BROWN

** *** **** *********, ** ***** acrg74@r.postjobfree.com 281-***-****

SUMMARY

Innovative, outcome-oriented leader with over 22 years experience directing and enhancing organizational customer service; with 10 plus years specializing in devising and deploying enterprise-wide initiatives aimed at boosting productivity, profitability, workforce optimization, employee engagement and customer satisfaction within the call center environment. Experienced at creating custom business solutions by utilizing Six Sigma methodology in order to facilitate recommended course(s) of action. Strong ability to develop and implement needed change strategies, establish cultural change and monitor efficacy of transition.

EXPERIENCE

AFFORDABLETOURS.COM 07 / 2014 - 08 / 2015

Director of Customer Service

Overall responsibility for assessing, developing, and executing short and long term strategies and tactics to improve call center customer service processes to increase client retention. Direct all channels of service including 80+ live-agents, quality assurance team, customer escalations, as well as technology based channels. Create and manage processes to create a consistent, low-effort experience to our customers via phone, chat and email interactions. Coordinate multiple ongoing projects with various departments to prioritize and respond to key issues impacting the customer experience based on present and historical data. Manage P&L for the customer escalation department.

Key Achievements:

• Constructed and implemented a quality assurance program designed to address specific areas of opportunity based on historical data from client surveys and results of a performed Six Sigma project.

• Took the organization from an 88% customer approval rating to a 94% approval rating within the first 7 months of employment.

• Developed and launched a “Careers” section for the company’s website resulting in decreased recruitment costs and an increase of both the quality and quantity of applicants.

• Put in place a customer escalation process to ensure timely resolution of customer concerns and allowed tracking by escalation type to pin point areas of focus for training purposes.

• Redesigned the customer service survey (CSTS) sent to all customers allowing better alignment with the customer and assist in identifying immediate training and coaching opportunities.

• Designed and facilitated soft skill and phone etiquette training courses to increase customer satisfaction while increasing agent skill sets as determined by client CSTS results.

• Designed and launched the company's very first Mobile App enabling our global client base access to their travel information from any mobile device anywhere in the world.

PCS-CTS 11 / 2012 - 01 / 2014

Technical Services Manager

Hired to realign all technical support call center operations to meet the customer’s mandated KPI's and SLA's. Oversaw and optimized all aspects of call center operations, including training, quality assurance, and staffing of inbound/outbound support agents, post repair test technicians, out of warranty customer service team, financial processes, and daily operations. Conceptualized, developed, and implemented service operations bench marking methodologies and reports to increase productivity. Integrated strategic training and process improvements as well as worked with Quality, Test, and Process Engineers to maintain high standards and identify process improvements.

Key Achievements:

• Decreased abandon rate by 64% within first 90 days (18.6% to below 5%)

• Achieved 7-minute reduction in average handle time (AHT) by improving workforce optimization and introducing a standardized quality assurance and call sequencing model

• Restructured post repair testing process leading to a 12% decrease in TAT

• Realized a 5.8% increase in customer satisfaction via implementation of new quality assurance training's

• Initiated a cross-team weekly tracking report to provide feedback to other departments resulting in operational changes and early identification of process gaps.

• Achieved and maintained mandated KPI’s within 90 days of hire.

UNITEDHEALTH GROUP 09 / 2011 - 11 / 2012

Operations Supervisor

Directed day-to-day call center operations, 28 direct reports including telecommute agents, and quality assurance in entering Medicaid and Medicare requests for multiple states. Spearheaded development and implementation of training programs for both internal and external staff. Participated in all aspects of organization-wide customer training programs. Managed projects related to training, production, and off site team management.

Key Achievements

• Innovated and implemented cross-training program, resulting in a 7% increase in productivity as well as decrease in Average Speed of Answer (ASA).

• Developed new departmental quality assurance procedures to better align with team structure, staffing goals and operational objectives leading to below expected SLA's.

• Key member of large, complex project team directing the new Texas Long Term Care launch

• Managed escalations related to doctor and nurse requests for expedited authorization requests of medical procedures and or treatment.

REVENTION P.O.S. SYSTEMS 01 / 2010 - 06 / 2010

Customer Support Manager

Handpicked to restructure inbound technical support call center to meet company’s standards for quality assurance and customer satisfaction. Led enterprise-wide operational functions of 24/7 Technical Support Call Center for national Point of Sale company. Liaised between call center technical support staff and installation staff onsite with new customer installations.

VERIZON WIRELESS 12 / 2002 - 01 / 2010

Supervisor, Retail Operations

Authority over organization-wide strategic planning, operational efficiencies and asset management in line with company standards and customer expectations. Coached and directed team of six retail customer service agents. Point of contact for wireless data issues and customer escalations for over 80 locations. Active trainer across multiple locations for the Gulf Coast Region.

Call Center Supervisor - Wireless Data Technical Support Department (3 years)

Trained and led up to 23 technical support agents in Wireless Data Technical Support group, maintaining elite performance across average handle time, average talk time, hold percent, and transfer percent. Performed quality monitoring as well as monthly 1-on-1 coaching sessions with agents to develop areas of opportunity.

EDUCATION

SOUTHERN New Hampshire UNIVERSITY 2015 - 2017

Currently Attaining Bachelor of Business Administration (BBA), Business Administration, Management and

Operations

SAN JACINTO COLLEGE 1996 - 1998

Associate of Arts and Sciences (A.A.S.), Restaurant, Culinary, and Catering Management/Manager

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