Customer Service Supervisor/Call Center Team Lead

OTIS W. BROWN III

************@*****.*** **** Vassar St. #1 Houston, TX 77098 215-***-****

Highly organized individual with focus on efficiency and ability to handle multiple tasks with exceptional flexibility.

Successful in varied client relations and business to business service experiences.

Possessing strong leadership, communication, and interpersonal skills with proven results

PROFESSIONAL EXPERIENCE

BEYOND FINANCE — Houston, TX Client Success Team Lead 2019- present

•Led a team of 30 representatives with weekly coaching to meet and exceed all department goals and performance standards

•Used call monitoring and time management systems for compiling and tracking performance data trends at team and individual levels

•Responsible for helping ensure client success and sales representatives are compliant with all company guidelines for acceptable unsecured debt

•Assisted clients with escalated services issues including legal intake of legal documents, consumer reviews [i.e.- Better Business Bureau, Trustpilot, etc.] and debt negotiation terms

•Responsible for overseeing weekly interdepartmental policy updates between sales, business operations, and client success teams to ensure compliance among all parties

•Provided daily and weekly updates to department leadership on all performance reports

•Assisted human resources in conducting interviews with potential hiring candidates for both the client success and retention teams

•Led and organized regular training sessions for new and active employees on policies and procedures as well as all requirements for IADPA certification.

NATIONAL DEBT RELIEF — New York, NY Client Success Team Lead 2014- 2019

•Led a team of 15 representatives, motivating them to meet and exceed all department goals and performance standards

•Used quality monitoring data management system for compiling and tracking performances at team and individual levels

•Responsible that client services, sales, & enrollment reps are compliant with all company guidelines for acceptable unsecured debt

•Assisted clients with escalated services issues including legal intake of legal documents, Better Business Bureau reviews, and debt negotiation terms

•Responsible for overseeing weekly interdepartmental policy updates between sales, underwriting, and client services teams for training representatives and helping ensure compliance

•Provided daily and weekly update to department manager and vice president on all performance reports

•Assisted human resources in conducting interviews with potential hiring candidates

•Facilitated training sessions for new and active employees on policies and procedures

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OVRTONE MUSIC GROUP— New York, NY Head Of A&R (New York Office) 2010- 2014

•Responsible for helping develop the inaugural NYC office as well as daily operations

•Responsible for talent acquisition and development as well as contract negotiations

•Assisted owner and company president in reviewing and approving all press releases

•Assisted owner and company president in arranging special promotional events as well as monthly and quarterly budgets

BENEFITMALL— Dallas, TX Benefits Service Representative 2010-2012

•Responsible for answering general benefit queries as well as requests for lost insurance cards

•Assisted brokers with issues involving commissions, denied claims, and deductible credits for group members

•Corresponded with various insurance carriers per brokers on matters involving group contracts, rate and benefits summaries, and billing

•Assisted with maintaining an archive of services queries both pending and completed

UNITED HEATH GROUP — Kingston, NY Member Provider/Claims Svcs. Rep. 2008-2010

•Responsible for investigating claims documents, resolving processing issues, tracking developing problem trends, suggesting possible solutions as well as advising management and patients.

•Responsible for overseeing correspondence with providers and members involving pre-authorizations for chiropractic, physical therapy, and acupuncture services.

•Correspondence and consistent dialogue with support staff of doctors and therapists on any and all clinical data and issues.

JTR ASSOCIATES— Wilmington, DE Document/Data Retention Specialist 2003-2007

•Contracted out to several industries in the Tri-State area (Philly PA area/DE/NJ).

•Designed document templates and content for documentation and system flowcharts in FrameMaker.

•Assisted co-workers with networking and e-mail issues involving Outlook

•Maintained current RoboHelp updates for online documentation regarding system changes.

•Assisted clients in various customer services duties as needed.

EDUCATION

Middle Tennessee State University – TN *Communications 1996-1998

West Chester University – PA * Communications; Production Manager for WCU Radio and TV stations 1993-1995

The School at Church Farm – PA *Secondary Education 1989-1993

ADDITIONAL SKILLS

Adept in all Mac OS & Windows-based office software (Office, Access, Excel, Frontpage, Word, Power Point, Pages, Numbers, Keynote, etc.), Adobe Photoshop, People Soft, Pagemaker, Dreamweaver, AS/400, 70 WPM; Proficient with SalesForce based projects as well as DocuSign PeopleSoft, Twilio, and Five9 based phone systems

Windows and MAC help-desk troubleshooting procedures, HTML and XML coding, and installation of networking hardware (primarily Ethernet-based); troubleshooting experience with Outlook/Microsoft Exchange issues

Fully licensed as property and casualty insurance claims adjuster in Texas since June 2018

Fully trained in TWIA and Texas Fair Plan (TFPA) claims guidelines

REFERENCES AVAILABLE UPON REQUEST

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