Customer Service Manager

RICHARD A. BROWN

**** ******* *****, *****, ** **093 CELL: 469-***-**** *********@*****.***

PROFESSIONAL SUMMARY

A successful front-line Customer Service Supervisor with over 20 years’ experience across multiple industries in high-traffic call center environment with creative problem-solving skills and outstanding technical support.

• Contact Center Management • Account and Engagement Management

• Job Aid and Process Documentation • Customer Relationship Management Service Support

• Training and Staff Development • Business Continuity Development

• Team Leadership and Mentoring

• Skilled Audio Technician for Live

Performances

• Technical Escalation and Support

• Licensed Insurance Agent for Life, Accident, Health

(TX)

PROFESSIONAL EXPERIENCE

CHALLENGE ENTERTAINMENT - Dallas, TX 2016 - Present Partnership Development Specialist

• Host multiple sessions per week at locations around the D/FW area

• Develop new business by scouting new locations

CROFT CLAIMWORKS - Richardson, TX 2017 - 2018

Claims Adjuster - All Lines (TX, LA, AR, OK)

• Inspecting and estimating damages for property and cargo claims for insurance companies

• Reviewing and resolving auto and bodily injury claims for insurance companies and their claimants

• Negotiating settlements for insurance carriers with claimants or attorneys INSIGHTS GLOBAL - Plano, TX 2016 - 2017

Intuit Tax Specialist

• Subject Matter Expert for Intuit Tax Software – Individual and Small Business

• Assisting callers with questions on Intuit software to complete tax returns ARI, INC. - Grapevine, TX 2010 – 2015

Operations Supervisor, Technical Resource Center

• Motivated and led teams of 20 - 40 technicians to achieve optimal performance ensuring that all contract requirements were met and exceeded.

• Ensured that associates handled calls in accordance with established guidelines and procedures.

• Maintained performance records of assigned associates. Conducted performance appraisals.

• Directed efforts towards achieving agreed performance metrics and provides technical guidance on complex issues.

• Provided regular feedback, development, and coaching to associates on performance objectives. Facilitated and maintained positive work environment.

• Ensured appropriate communication with team members through one-on-one meetings and team meetings.

• Ensured company policies are enforced and provided coaching, including corrective action, when necessary. RICHARD A. BROWN

VOLT INFORMATION SERVICES - Addison, TX 2008 – 2010 iPhone and CPU Support

• Supported for iPhone, iPod touch, and CPU as a supervisor, team lead, and advisor

• Managed a team of 43 advisors providing customer assistance for Apple CPU and iPhone customers ensuring that all contract requirements were met and exceeded

• Assessed performance of team members and provided counseling designed to reduce employee turnover by helping the individuals reach and achieve personal career goals

• Coached advisors to improve individual through monitoring and peer feedback and team performance which resulted in maintaining excellent customer satisfaction. Trained new advisors on customer service skills and telephone courtesies

AVAYA INC. - Coppell, TX 1993 – 2008

Business Implementation Specialist (2005 – 2008)

• Interfaced with call center agents and supervisors in training and coordinating new customer offering focused on ensuring the highest customer satisfaction.

• Coordinated with project teams to implement costs, planning, stakeholder relationships, and execution of deliverables for delivery teams resulting in smooth transitions for new customers with contracts ranging from $150K to $18M

• Established new accounts using Business Objects, Remedy, and other software tools as required to on-board new customers resulting in significant revenue increase Technical Support Specialist (1997 – 2005)

• Ensured effective communication between customers and the Avaya Customer Focus Teams (CFT) by attending operational reviews and training agents on results

• Programmed and maintained over 180 voice mail systems across a multi-state region ensuring 99.999% service availability

• Developed and implemented new voice products for largest customer resulting in higher revenues and contract extension

• Recognized for excellent Customer Service four consecutive quarters Customer Focus Team Supervisor (1995 – 1997)

• Managed a team of 26 agents providing customer assistance to largest customer ensuring that all contract requirements were met and exceeded

• Assessed performance of team members and provided counseling designed to reduce employee turnover by helping the individuals reach and achieve personal career goals

• Championed change by developing and implementing new Quality Assurance policies and processes for the CFT

• Coached agents to improve individual and team performance which resulted in maintaining excellent customer satisfaction. Trained new agents on customer service skills and telephone courtesies

• Designed and implemented updates for workforce management databases in which accurately reflected work schedules needed to meet multiple customer Service Level Agreements

• Implemented recording center and successfully trained agents for large brokerage account EDUCATION

Baylor University - B.B.A., Business Management, Waco, TX PROFESSIONAL TRAINING AND DEVELOPMENT

• Microsoft Office Suite • Avaya CMS Supervisor

• Signaling System 7 (SS7) • IP Networking and VPN’s

• Texas All Lines Adjuster Course • Intelligent Networking

Contact this candidate