Scott Brown

Email: abp1k7@r.postjobfree.com

Address: **** *********** *****

City: Valrico

State: FL

Zip: 33596

Country: USA

Phone: 813-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Scott A. Brown

3309 Stonebridge Trail -Valrico, FL 33596 Phone: 813-***-**** Email: abp1k7@r.postjobfree.com

Vice President / Call Center Leadership / Client Experience / Relationship Management

Project Management / Sales Training / Leadership & Development Management / Site Start-Up

Dynamic Operations, Training, and Relationship Manager with over a decade of experience managing across broad industries, markets, services, products and technologies. Bottom line, results driven orientation with consistent success in maximizing operations and accelerating performance. Highly motivated, effective team building with natural affinity for people.

Management & Leadership Qualification

- Client/Product Manager Partnership/Collaboration - Quality Assurance & Performance Standards

- Variable Compensation Development and Management - Site Leadership and New Site Start-Ups

- Client Experience Training & Development - Recruiting, Scheduling, Staffing and Planning

- Training Development & Management / Operations and Client Services - Strategic Sales Management

- Project / Product Management - Sales Training Management & Delivery

PROFESSIONAL EXPERIENCE:

Vice President, Sales and Service for Citibank Client Services / Tampa Site Training Manager 2008 - Current

Direct Operations Management responsibility for our Tampa Retail Bank One Stop Sales Business. Responsibilities include handling 50,000-80,000 incoming calls/month, driving $15 million in revenue, managing expenses, and ensuring consistent delivery of world class sales and service experience for our clients. Tampa One Stop provides support for the consumer, commercial and affluent client segments.

* Lead between 4-8 Managers and a staff of 100-200 bankers in a fast-paced, dynamic, inbound sales environment

* Direct all sales and service activities in the One Stop department

* Consistently achieve aggressive business defined performance indicators with urgency and commitment

* Responsible for achieving and monitoring aggressive revenue targets, while meeting or exceeding client expectations

* Serve as role model in a culture of accountability, integrity, and respect

* Lead various project teams and critically evaluate current processes for improvement

* Lead and develop highly motivated and effective training development team

* Partner to prioritize and plan for strategic training initiatives (including needs analysis and logistics)

* Recruiting, Scheduling, Staffing, and Planning

* Monitor and measure training and development program effectiveness based on new evaluations, surveys, regular feedback from participants and leaders

* Reporting & Process design & development for new business unit (CCS Retention)

* Citibank Client Services liaison to Tampa (CCT) campus leadership committee

Vice President, SW Florida Credit Relationship Manager for Citi / Home Depot Credit Services 2007 - 2008

Responsible for delivering aggressive revenue/sales generation targets by increasing credit penetration / utilization within each store in Southwest Florida Territory. Drive in-store accountability, at all levels, via coaching development and store ownership while maintaining commitment and improving morale.

* Manage and increase performance for The Home Depot Credit portfolio (both Consumer & Commercial) for 3 districts totaling 31 stores for the Tampa / Western, FL market. Total credit sales of over $30,000,000 in territory

* Single point-of-contact between Citi & The Home Depot for established territory regarding all store / customer credit related inquiries and issues. Relationship contact for all Home Depot management staff

* Direct all Credit and Training activities in my territory in partnership with District Managers, Store Managers, and Assistant Store Managers of The Home Depot

* Consistently exceeded aggressive business-defined key performance indicators: New Account Performance, Credit Utilization, Credit Penetration, Activation Rates, Credit Trend Analysis, and MOM/YOY Credit Growth Strategies

* Conduct quarterly quality store visits including pre-call planning (SMART goals), in-store execution, and post-call performance improvement planning

* Managed 3rd most profitable territory in the US for Home Depot Credit Sales, increasing credit sales by 7% in FYR

* Planned and delivered strategic credit campaigns and activities individually for each store in territory

* Attended and facilitated credit training workshops in store meetings, monthly district meetings, and quarterly events

Vice President, Citi Cards Sales Operations Manager 2005 - 2007

Responsible for delivering aggressive revenue generation by converting Customer Service contacts into sales opportunities, mitigating expenses and increasing profitability. Drive accountability via coaching development and ownership while maintaining commitment and improving morale. Ensure that Customer service targets are achieved in support of Client First initiatives.

* Participated in the development and growth of the call center of the Tampa Site to 800 Sales and Service employees

* Provided strategic direction for Tampa Cards creating a sales culture driving a dramatic turnaround in all performance metrics - sales, quality, average handle time, audit, and productivity

* Maintained and continuously improved Sales performance averaging 120% over goal for over a year by ensuring a clear and sustainable balance and focus on productivity, quality and revenue

* Successfully sunset the entire Tampa Cards group as we grew into the Retail organization while maintaining a positive environment and minimizing attrition

* Led between 5-10 Managers and a staff of 200+

* Led various project teams and critically evaluated current processes for improvement. Projects included: Site Audit Coordinator, Scorecard, Sales Governance & Compliance, Voice of Employee, and National Sales Training

Vice President, Functional Project Manager / Sales Training Manager for Citi Cards 2004 - 2005

* Collaborated with L&PSG Support Team to ensure that facilitation skill and resource (delivery and classroom) needs was appropriately assigned for work completion as they applied to specific project work

* Accountable to the L&PSG Support Team to provide programs that promote the necessary functional knowledge within PTS/PTA/Manager/Sales Associate population

* Acted as resource for assigned performance and/or training related needs, serving as a resource to the Functional Group and Area Managers and Citi Cards leaders within the function on matters related to human performance, learning activities, and knowledge propagation and measurement

* Participated in Functional Council meetings with Site Senior Mangers to ensure effective, open communication/execution at the site level and across the business

* Collaborated with Design & Development team to ensure training and knowledge management needs, as they apply to specific project work, are met

* Collaborated with Business Planning & Analysis team to ensure projects are appropriately sourced, project expenses are effectively managed, data analysis is planned for and implemented and appropriate reports are initiated

Assistant Vice President, Sales and Service Manager for Citi Cards 1998 - 2004

* Managed 15-25 Sales Associates to performance goals and metrics

* Senior Manager mentor for many new managers in Sioux Falls, SD and Tampa, FL

* Transferred as Manager to participate in Site Start-Up and Footprint expansion of Citi Cards in Tampa, FL

Secondary Science Educator, Midland High School - South Dakota 1995 - 1998

* Areas of teaching experience included Chemistry I & II, Physics, Biology I & II, Environmental Sciences.

* Head High School Football Coach, Assistant High School Boys Basketball & Track Coach

EDUCATION & AFFILIATIONS:

Northern State University, Aberdeen, SD

Bachelor of Science in Education

Major: Biology Minor: Chemistry

Presidential Scholar

Collegiate Athlete - Northern State University Baseball

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