DION BROWN

**** *** ****** ********, ** ***** Tel: 404-***-**** ac55fi@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Call Center Manager 08/2017 to Present

Computershare (Adecco contract assignment)– Jersey City, NJ

Generate, measure and report on KPI’s aimed at continually improving the customer experience. Cultivate service initiatives and develop and implement goals, strategies and plans that shape operational standards for Call Center and Back Office service requirements.

Manage 230+ indirect reports, 23 Supervisors with approximately 11/1 span of control

Develop Quality and Training programs to increase customer satisfaction based on call center KPI’s

Develop high employee engagement and productivity by developing career progression and multi-tier incentive programs

Maintain consistent flow of information and decreased departmental silos by introducing multiple communication strategies

Developed “coaching culture” by establishing call center metrics and daily coaching expectations leadership staff (call center performance increased 25% within 3 months)

Analyze staffing levels and call volume forecasts to ensure all lines of business are properly staffed and supported

Facilitate all personnel management; including new hire selection, staff onboarding and development, coaching, corrective actions and terminations

Initiated “Nesting Period” for all new hire associates to have support in transition from classroom to call center floor

Call Center Manager 05/2016 to 01/2017

Centers Plan for Healthy Living– Staten Island, NY

Determine call center operational strategies by conducting need assessments, performance reviews, capacity planning, and cost/benefit analysis; identifying and evaluating call center phone report technologies; defining user requirements; establishing technical specifications, production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Managed department of 50+ (5 supervisors, 1 trainer, 3 leads, 40+ member service agents)

Improved department documentation and reporting process within 30 days

Implemented coaching and feedback process for department supervisors and direct reports

Implemented personal time off and scheduling requirements

Implemented employee appreciation week to celebrate accomplishments of employees and business

Implemented incentive program to drive critical performance areas

Developed training curriculum for new hire training to cover multiple lines of business (MLTC, MAPD, ISNP, DSNP, FIDA)

Defined and improved call center metrics (AHT, adherence, talk time/wrap time, customer satisfaction)

Sales Manager 12/2014 to 05/2016

Time Warner Cable – Queens, NY

Analyzed sales performance trends, offers and productivity metrics to create solutions to drive sales performance results in 600+ seat call center. Served as point person for channel partners to introduce new promotions and employee-based benefit and compensation programs. Coordinated multiple incentive campaign kickoff events. Managed community event participation and solicitation for charity events.

Managed multi-center incentive campaigns to increase sales across NYC market

Arranged visits and trainings with channel partners to increase product knowledge

Managed annual incentive expenditure and reduced costs by 27% while maintaining group morale

Created all print, email and intranet publications for incentive awareness across NYC market

Organized and support events such as Customer Service Week, local charity drives and teambuilding events; improved morale and inter-departmental relationships

Increased CSAT and FCR metrics by facilitating weekly skill-based training to frontline employees and leadership teams

Partnered with HR leaders to support deployment of corporate learning programs (compensation, benefits, diversity training, focus groups)

Served as an internal sales expert and partner with operation leaders to assess, measure, and enhance performance of revenue generation activities connected with inbound call activity

Trained and mentored supervisors in the service and sales development process; as wells as areas that include revenue generation performance issues and overall sales effectiveness

Established accountability with leaders and reported statistics to upper management monthly

Retail Store Supervisor 01/2010 to 12/2014

Time Warner Cable – New York, NY

Managed 40+ employees in cable store operations policies and procedures

Developed corporate branding standards for in-house store events

Increased customer satisfaction scores by 35% within 3 months

Increased sales revenue by 75% over goal within first 6 months

Developed associate level training program for new retail associates

Coordinated with vendors and marketing leads regarding retail store marketing campaigns

Managed displays for retail store promotions

Call Center Supervisor 03/2008 to 01/2010

Time Warner Cable – Queens, NY

Coach and develop 15+ CSR’s on cable industry policies and procedures using performance management systems

Facilitate weekly training programs on industry updates

Analyze call center KPI’s using call center software (Avaya, CMS, RTA server, CSG, NICE)

Managed consistent workflow of department ticketing system to ensure all service related concerns were addressed within specified timeframe

Assist in Human Resource Management with recruiting events and selection of candidates

Call Center Supervisor 10/2005 to 01/2008

Compucredit – Atlanta, GA

Coached and developed 15+ CSR’s on banking and credit industry policies and procedures

Developed strategic plans for customer communication which included first contact resolution and ensured all customer correspondence exceeded quality requirements

Monitored and reviewed call interactions for weekly/monthly call calibrations and individual coaching

Implemented process improvements by identifying, developing, defining, and documenting improvement of call center support functions

Liaison for Call Center Operations and VRU Analysts to ensure call center goals and technologies were aligned for optimum performance integration

Facilitated recruiting, selection, hiring, training, and development of new associates

Traffic Coordinator 11/2002 to 02/2005

Cablevision – Melville, NY

Analyzed cable network using Cisco Technologies, Cabledata and Remedy to declare and report outages

Projected productivity of 4 call centers to forecast appropriate staffing levels using eWorkforce

Provide intra-day staffing report across all contact centers and direct actions for each site

Serve as single point of contact for all personnel attendance line

Communicate call center service levels hourly to leadership staff

Education

Bachelor of Arts: Corporate Communications 2016

Baruch College - New York, NY

Associates of Applied Science: Business Management 2013

Borough of Manhattan Community College - New York, NY

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