Summary
Work History
Education
Skills
Personal Information
Skills
Accomplishments
Work Availability
Work Preference
Languages
Timeline
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CHRISTOPHER "DAVID" BROWNLEE

CX Customer Care Leader
MIAMI/Dominican Rep,FL

Summary

Results-driven Senior Leader in Call Center and Help Desk sectors with a focus on customer service and HR management. Successfully implemented standards that enhanced performance in diverse contact centers worldwide. Valued for adaptability, strong work ethic, and exceptional communication abilities. Proficient in self-directed work and quick skill acquisition.

Work History

Self Employed

CDB Technology
01.2021 - Current
  • Provide CX/BPO Consulting with all aspects of launch and process implementation for contact center setup, HR, WFM, Training, QA

Executive Director

SG Contact Center
Fort Lauderdale, FL
12.2017 - 01.2021
  • Ensured inbound program performance and client satisfaction met or exceeded all Key Performance Indicators.
  • Managed and coached 10 Team Leaders and 3 Operations Managers while leading Human Resources functions.
  • Collaborated with HR, Training, Operations, WFM, Recruiting, and back office teams to enhance efficiency.
  • Recruited a high-performing technical team to elevate quality of 200 Customer Service Representatives.
  • Monitored information flow among Client Services, Account Management, Operations, Quality Assurance, Training, and Payroll.

Senior-Level Service Support Manager to Technical OCIO Help Desk

IMTAS-DOC USPTO-OCIO-US Patent Office
Alexandria, VA
04.2013 - 11.2017
  • Directed Department of Commerce USPTO technical help desk support services for government contractor.
  • Managed workforce management, quality assurance, reporting, and problem resolution teams.
  • Guided team in supporting operations and technicians across business units.
  • Created training materials for OCIO Technical Service Desk call center operations.
  • Led client relations with OCIO Management and IMTAS Help Desk contractor.

Senior Operations Director/Associate Director

ALORICA INC.
El Paso , Texas
03.2010 - 12.2012
  • Oversaw program performance and ensured client satisfaction while surpassing all Key Performance Indicators.
  • Managed and coached 45 Team Leaders and 6 Operations Managers, leading Human Resources functions.
  • Recruited a high-performance technical team to enhance quality across 900 Customer Service Representatives.
  • Monitored communication flow among Client Services, Account Management, Operations, Quality Assurance, Training, and Payroll teams.

Inbound Site/WFM/ Director of Operations Client

NEARSHORE CALL CENTER SERVICES
Santo Domingo, Dominican Rep
06.2008 - 03.2010
  • Spearheaded business development initiatives for turn-key solutions in collaboration with Operations team.
  • Directed project management for RFP processes and contract negotiations for help desk services.
  • Led full lifecycle of new call center projects, establishing effective technical support teams.
  • Managed HR functions to foster organizational growth and enhance employee engagement.
  • Represented company at global call center marketing conferences, boosting brand visibility.
  • Initiated innovative call center projects to improve service delivery and customer satisfaction.

Senior Director, Customer Care

PROCALL
Santo Domingo, Dominican Rep
12.2006 - 02.2010
  • Managed call center operations for start-up, supporting five sales programs with 135 employees.
  • Implemented best practices for call handling, increasing operational efficiency.
  • Transformed outbound teleservice from seventy percent to thirty percent, boosting inbound accounts to seventy percent.
  • Achieved JD Power's Quality Assurance standard with a ninety-two percent quality score through detailed evaluation of client surveys.
  • Coordinated with stakeholders across departments to devise innovative problem-solving strategies.
  • Guided best practices in project management, ensuring successful project outcomes.
  • Cultivated relationships with external partners, vendors, and customers to enhance collaboration.

Education

General Business Coursework -

NOVA University
Chantilly, VA

Skills

  • Project management
  • Data analysis
  • Quality assurance
  • Workforce management
  • Customer service
  • Training development

Personal Information

g & Nearshore CX/CS/BPO's DR CEDULA: 402-5824595-6 RE: BPO CUSTOMER OPERATIONS, CLIENT MANAGEMENT, TRAINING, HR AND WFM. 

Dear Hiring Manager, I am writing to express my interest in the Customer Operations and Client Support position at a Outsourcing & Nearshore company with over three decade of experience with Nearshore and Offshore BPO's and as a self-employed professional, I have honed my skills in customer service, management, and collaboration. My journey has been enriched by worldwide diverse experiences that have shaped me into a dedicated team player off and on while living in the Republic of Dominicana , USA and the Philippines for over 23 years. I have had the pleasure and honor to work with past Dominican Government Administrations, and was able to initially introduce a major BPO to the Dominican Republic that now has a multi site and strong footprint within the DR. Throughout my career, I have consistently prioritized building strong relationships with clients and colleagues alike. 

My commitment to providing exceptional customer service has always been complemented by an ability to work collaboratively within teams to achieve common goals. This approach aligns well with your company's values and mission. My decision to explore new opportunities after years of self-employment was influenced by extensive travel, which broadened my perspective on global business practices and enhanced my adaptability in various environments. 

These experiences have reinforced my understanding of the importance of effective communication and teamwork in delivering superior client support. I am particularly drawn to Outsourcing & Nearshore because of its reputation for fostering innovation while maintaining high standards of client satisfaction. I am eager to contribute positively by leveraging my strengths in managing operations efficiently and supporting clients proactively. In reference to the gap in employment shown on my resume, I capitalized on an opportunity to travel in an effort to gain new experiences, foster personal development, and bring a renewed perspective to my field of study. This period of travel allowed me to build strong connections with other individuals and cultures, which has cultivated new growth and a better understanding of my future goals.

Skills

  • Positive Employee Relations

Accomplishments

  • Supervised team of 500 staff members.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimeContract Work

Important To Me

Work from home optionCompany Culture

Languages

English
Native language
Spanish
Beginner
A1

Timeline

Self Employed

CDB Technology
01.2021 - Current

Executive Director

SG Contact Center
12.2017 - 01.2021

Senior-Level Service Support Manager to Technical OCIO Help Desk

IMTAS-DOC USPTO-OCIO-US Patent Office
04.2013 - 11.2017

Senior Operations Director/Associate Director

ALORICA INC.
03.2010 - 12.2012

Inbound Site/WFM/ Director of Operations Client

NEARSHORE CALL CENTER SERVICES
06.2008 - 03.2010

Senior Director, Customer Care

PROCALL
12.2006 - 02.2010

General Business Coursework -

NOVA University
CHRISTOPHER "DAVID" BROWNLEECX Customer Care Leader