Description

Donnell Brown

 

777 E 15th St Apt. 147                                                                        Phone:  202-999-0707

Edmond, Ok 73013                                                                           Email:  dbrown20017@gmail.com

 

 

CALL CENTER MANAGEMENT

 

Experienced, goal oriented professional with over 25 years of call center/customer service experience.  Creative with a proven record of both sales and customer service performance in a dynamic and fast paced environment.  Lean Six Sigma Green Belt Certified seeking to enhance my professional experience with a growing company.

 

 

PROFESSIONAL EXPERIENCE

 

 

Oklahoma Turnpike Authority, Oklahoma City, Ok

Oklahoma Turnpike Authority                                                                                             2019

 

Assistant Director

 

Leads the day-to-day operations of the contact center.  Ensures the continuous flow of customer calls and the ACD capture of call detail data; provides recommendations for analysis and development of custom and agent reports.  Using Call Management System (CMS), assists in the monitoring of the center’s real-time agent login, call control, workflow and phone usage.  Supervises, trains, develops and manages staff in the daily operations and multiple functions of PIKEPASS operations including responsibility for work schedules and project planning, personnel management, budgeting, and other related administrative functions of the PIKEPASS Division.  Collaborates with management team to identify and analyze systems and processes for improvement to streamline the customer care workflow.  Manages the interview and selection process; monitors employee performance and provides feedback.  Assists in preparation of PIKEPASS Division budget; monitors expenses and provides effective cost control oversight.  Manages multiple projects; allocates resources and executes tasks and resources to complete projects timely.  Establishes, implements, and maintains procedures for support requests and issues escalation to the Office of Management and Enterprise Services (OMES), PIKEPASS staff, local and long distance carriers and OTA staff.

 

 

GEHA, Independence, MO                                                                                             2018-2018

Government Health Insurance

 

Manager, Customer Care

 

Directly manage a team of 4 supervisors, 8 team leads and 100 dental and medical representatives, including oversight of the WFM and PBX teams.  Indirectly manages another 4 supervisors, 8 team leads and 100 dental and medical representatives.  Responsible for ensuring department meets contractual obligation for ASA and Abandon rates.  Developed new customer care metrics to improve the customer experience and drive customer satisfaction.  Revamped representative training leading to a department standard of universal representatives.  Developed a knowledge based tool using sharepoint to house most commonly asked questions and information.  Wrote a leadership training program for supervisors and team leads to identify future candidates and maintain bench strength.  Worked with analytics department to create a dashboard for employee daily, weekly and monthly statistics.

 

 

 

Americo, Kansas City, MO                                                                                                  2016-2018

Life Insurance and Annuities

 

Policy Holder Services Supervisor

 

Manage a team of 12 direct and 24 indirect customer service representatives in a call center environment.  Team handles calls from customers and licensed agents regarding active an inactive policies.  Coach, develop and mentor representatives to exceed company and departments standards versus overall kpi’s.  Write and deliver performance appraisals and performance plus program.  Quality review phone calls for accuracy and completeness.  Other duties include coordinating and improving workflow and activities of the team, management tracking and reporting.  Leading special projects and compliance initiatives, departmental planning and determination of staffing and training needs.  Handle escalated and difficult cases needing management intervention and review.

 

 

Washington Metropolitan Area Transit Authority, Washington, DC                                   2013-2015

Washington Metropolitan Area Transit Authority

 

Call Center Supervisor

 

Oversee and supervise the daily activities of a large high volume call center, including consumer representatives, customer information specialists and the PBX operations coordinator. Also manage and supervises Metro’s Lost & Found unit whenever assigned to supervise the customer relations unit. Develops and enforce operating and departmental policies, procedures, and performance standards of assigned work group.  Supervises subordinate staff, to include recommending applicant selection, imposing disciplinary actions, assigning duties and directing work, approving leave requests and timesheets, and ensuring appropriate subordinate training is provided.  Established clear goals and performance standards for subordinates against which they will be measured and conducts performance evaluation of subordinates based on these standards.
Analyze and evaluate individual performance levels using statistical data and performs continuous monitoring of customer service information processes.  Identify and present training needs to the manager and develops training curriculum for new Specialist. Develop and provide customized refresher training as necessary.
Maintain records of time and attendance for individual Specialist, utilizing PeopleSoft system to prepare weekly payroll submission. Develop and maintain systems that produce schedules. Prepare and administer periodic shift picks for the Customer Information Specialist.  Responds to employee grievances and complaints, and counsels employees in accordance with established employee relations procedures and practices. Enforce work standards and recommends and implements disciplinary actions as necessary.  Develop and enforce operating and departmental policies, procedures and performance standards of the Agents as assigned.  Prepare and enter advisory messages from a master console to Agents. Starts up and shuts down ATIS as required. Diagnose and corrects routine problems as necessary. Develop and update telephone answering device messages.  Prepare and record advisory messages into Interactive Voice Recording system. Diagnose and corrects routine system problems.  Adheres to budget limitations and assists in supervising programs within budgetary scope. Perform related administrative duties such as composing weekly and monthly reports.  Evaluate and forecast staff requirements and schedules employees to respond to anticipated call volumes throughout the week such as, off request, agents under Workers Compensation, Long Term Disability, Family Medical Leave Act (FMLA) and any other applicable leave policies.  Interacts, communicates and works closely with personnel from all departments to ensure quality of service and regarding various employee claims and eligibilities: HR, Risk Management, Medical, Labor Relations.

 

 

123 Loan, Aliso Viejo, CA                                                                                                          2003-2012

Residential lender that handles primary and secondary mortgages on a national level.

 

Call Center Director

 

Successfully managed and staffed an inbound call center with a total staff of 300 including 10 managers.  Departments included inbound team, outbound team, loan servicing team and customer service team.  Personally developed key performance indicators to ensure centers’ productivity.  Responsible for recruiting and developing training for new hires and current staff.  Developed pay and commission structure for all employees.  Analyzed call data to determine trends, process improvements and effectiveness of marketing.  Also determined workforce staffing by forecasting call volumes and call activities to ensure centers are properly staffed.  Developed a rewards and recognition program to recognize top performers each month.  Prepared and presented weekly reports to owner and marketing manager.  Responsible for all payroll and commission reporting.