Dennis Jay Brown

*** ** **** *******, ****** City Missouri 64116

Cell: 816-***-**** http://www.linkedin.com/pub/dennis-brown/6/466/6b

Skills Summary Senior Manager with extensive experience in Performance

Management, Employee Development and Training. I am able to

interface well with all levels of Recruitment, Training,

Production, and Implementation.

OnBoarding Project Manager HRS Erase, Inc (816) February 2010 - Present

524-9477

200 NE Mulberry, Suite 200, Lees Summit, Missouri

64086

Training and Implementation process for new and current employees

Client Relations

Recruiting

Medicaid, SSI, SSDI, eligibility training

Global Program and Performance Manager, Language August 2004-December 2008

Readiness -

TeleTech Services Corporation, 9197 S. Peoria St.,

Englewood, Co

Successfully Created and maintained global strategy and performance programming

for Language Readiness Recruitment, Quality, and Training

Training and Quality Consultant - TeleTech May 2003- August 2004

Service Corporation

Remain availability for extended Training assignments as needed around the

globe

Verizon Landline

Sprint PCS Customer Care and WLNP

TeleTech Quality Best Practices to new management

ACE (American Conversational English)

FEMA

Quest DSL

Corporate Quality Manager USPS - TeleTech Service January 2000 to June 2003

Corporation

Successfully Manage Quality and Training activities for the USPS campaign

for the Kansas City and Denver sites increasing the return on investment by

100% through improved strategies

Develop and maintain a positive relationship with the USPS client

Quality evaluation tool creation and implementation

Produce quality reporting and narratives for the Kansas City and Denver sites

and client

Maintain ISO 9000 data for Quality and Training

Review and present recommendations for improvements to client resources and

processes

Customer Service Desk Supervisor USPS - TeleTech December 1998 to January

Service Corporation 2000

Manage a 24/7 team of 35 - Call Escalations, Express and International

mail tracking

Serve as Mentor and Trainer to other Supervisors on the production floor in

Kansas City and Denver

Maintain ISO 9000 Data keeping for USPS Express Mail Tracking and host

impromptu audits by the client and independent auditing agency

Dispatch/Customer Care/Tech Support -TYCO December 1997 to December

International ADT, 1998

Inbound and Outbound response to alarm warnings and direct technical support

help to callers

Service as informational resource to Agents with escalating customers

Recovery Collection Agent Outbound- Citibank May 1992 to December 1997

Maintain a collection portfolio of $500,000.00 plus

Maintain legal collection due diligence knowledge and activity

Customer Service and Collection Associate Lead February 1988 to December

(Mobile, Citgo, Fina, J C Penny) - BSI Inc. (J C 1992

Penny)

Inbound and Outbound calls from customers for both collections and customer

service

Accept escalations from customers needing additional assistance

Maintain knowledge of collection due diligence laws

Bartender/Server/ Regional Trainer - Brinker August 1986 to December

International = Chili's 1997

Serve wine, beer, and other spirits in accordance with state law

Service Trainer for Bar and Front of House in my home store as well as new

stores opening across the country

Education Lawrence High School, Lawrence, Kansas Attended 1976 -1979

University of Kansas, Lawrence Kansas Attended 1979 - 1983

Theater BFA

other training TeleTech Six Sigma Certification - White, Yellow, and Green

Belt

TeleTech Supervisor Certification

TeleTech Trainer Certification

TeleTech Adult Learning Theory Certification

TeleTech CEF Certification

TeleTech Recruitment and Interview Certification

Comp TA A+ Certification for Hardware - Netg

Comp TA A+ Certification for Operating Systems - Netg

Comp TA A+ Certification for Portable Devices - Netg

ISO 9000

Nice Universe Administration

CMS

Cisco IP

Avaya IP

Taleo

TCS

EyeQ360

Responsive

Kronos

PULSE

DAR

BOSS

SOP

PassPort

Emdeon

Microsoft Office Suite - Excel, Access, Word, Power Point

Associations American Society for Quality - ASQ =Member

The Center Dance - Board Member

Kansas City Friends of Alvin Ailey - Member

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