Hi, I’m
CHRISTOPHER DAVID BROWNLEE
CUSTOMER CARE & LIFE COACH EXECUTIVE
MIAMI
Summary
Experienced Call Center and Help Desk Senior Leader with expertise in customer service, technical support, and HR management. Proven track record in setting and enforcing standards in Government and non-Government contact centers worldwide.
Overview
18
years of professional experience
Work History
CDB Technology
Self Employed
01.2021 - Current
Job overview
- Provide CX/BPO Consulting with all aspects of launch and process implementation for contact center setup, HR, WFM, Training, QA
SG Contact Center
Executive Director
12.2017 - 01.2021
Job overview
- Responsible for inbound program performance and client satisfaction, while ensuring all Key Performance Indicators were met or surpassed.
- Actively manage and coach 10 Team Leaders and 3 Operations Managers, and led Human Resources functions for the organization
- Lead all inter-departments such as HR, Training, Operations, WFM, Recruiting and back office teams
- Recruited a high-performance technical team to raise the quality of the 200 Customer Service Representatives (CSR) organization for a commercial technology inbound.
- Monitored the information and communication flow amongst the Client Services, Account Management, Operations, Quality Assurance, Training, and Payroll teams.
- Improved productivity through strategic staffing of specific KPI's drivers.
- Address fluctuations in call demands and campaigns through ongoing assessment of CSR staffing levels.
- Conducted analysis of program profitability through the creation of weekly Profit and Loss statement.
IMTAS-DOC USPTO-OCIO-US Patent Office
Senior-Level Service Support Manager to Technical OCIO Help Desk
04.2013 - 11.2017
Job overview
- Successfully direct the Department of Commerce USPTO technical help desk Support Services Department on behalf of the government contractor, while managing the Work Force Management, Quality Assurance, Reporting, USPTO Technical Training, and Help Desk Problem Resolution teams.
- Guide team in supporting business units and sub groups responsible for Operations team and Technicians.
- Create and write training material for the OCIO Technical Service Desk call center operations.
- Participate and lead client relations with the OCIO Management and IMTAS Help Desk contractor.
- Manage all resources for the inbound call volume, email, account management and VPN for the USPTO-OCIO Service Desk.
- Manage and lead the C3 problem management team for the OCIO USPTO Technical Service Desk.
- Monitor various USPTO OCIO help desk productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
- Manage the USPTO-OCIO Help Desk customer escalated issues and provide direction to Tier 1 & Tier 2 help desk technicians for resolution of issue.
- Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units within USPTO-OCIO critical partners and USPTO-CIO Executives.
- Revised and implemented quality guidelines and training curriculum to enhance Key Performance Indicators (KPI) results throughout the organization.
- Introduced numerous process improvements and center efficiencies to improve internal operations.
- Significantly grew WFM scheduling efficiencies to diverse Multi Skill groups.
- Lead and manage all aspect of senior client relations for the OCIO USPTO Technical Help Desk/Call Center.
ALORICA INC.
Senior Operations Director/Associate Director
03.2010 - 12.2012
Job overview
- Responsible for program performance and client satisfaction, while ensuring all Key Performance Indicators were met or surpassed.
- Actively managed and coached 45 Team Leaders and 6 Operations Managers, and led Human Resources functions for the organization for a technical help desk and inbound operations.
- Recruited a high-performance technical team to raise the quality of the 900 Customer Service Representatives (CSR) organization for a technical help desk and commercial inbound.
- Monitored the information and communication flow amongst the Client Services, Account Management, Operations, Quality Assurance, Training, and Payroll teams.
- Improved productivity through strategic staffing of specific campaigns.
- Addressed fluctuations in call demands and campaigns through ongoing assessment of CSR staffing levels.
- Conducted analysis of program profitability through the creation of weekly Profit and Loss statement.
NEARSHORE CALL CENTER SERVICES
Inbound Site/WFM/ Director of Operations
06.2008 - 03.2010
Job overview
- Recruited to spearhead new business development as turn-key solution, which required close collaboration with the Operations team.
- Administered WFM capacity planning, and orchestrated new call center projects related to turn-key solutions.
- Handled HR related management.
- Established and oversaw new marketing database, and designed a marketing strategy specifically for contact center solutions.
- Represented the company at global call center marketing conferences, and increased brand awareness.
- Led the full lifecycle of new call center projects for the startup of technical support agents.
- Lead project management for RFP and contract negations for commercial and technical help desk.
PROCALL
Senior Director, Customer Care
12.2006 - 02.2010
Job overview
- Diligently managed start-up organization for complete call center operations that supported five inbound and outbound sales programs, which included management of as many as 235 full-time employees.
- Lead a project for a start-up organization which entails all best practices for call handling.
- Responsible for $1.4M in profit and loss financials.
- Personally, supervised and mentored Customer Service Representatives and a team of ten Line Managers, which resulted in 13.3% Contribution Margin (CM) revenue growth within client KPI's.
- Defined and executed call center best practices and lowered the Average Speed of Answer (ASA), which directly led to improved client quality scores by a 9% average over goal and increased CM.
- Facilitated the turnaround of the previously 70% outbound teleservices company to 30% outbound and 70% inbound accounts.
- Achieved JD Powers Quality Assurance standard and 92% Quality Assurance score through close evaluation of client surveys and customer post-call call backs.
Education
NOVA UniversityChantilly, VA
General Business Coursework
Skills
Positive Employee Relations
Strong Vendor Management
Training Design & Implementation
Assessment and Compliance
Managed Learning and Development
Performance Management
Team Leadership & Mentorship
Process & Procedural Improvements
Retention/Employee Engagement
RFP & Contract Negotiations
Government Account and Client relationship management
Commercial & Government Client & Vendor Relations
Technical & Non-Technical Training Plans/Curriculum
Recruiting & Hiring
Microsoft Office Suite
Onshore & Offshore Contact Center & Technical Help Desk Management
Locations
- MIAMI, FL
- SANTO DOMINGO, DR
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
NEARSHORE CALL CENTER SERVICES
06.2008 - 03.2010
Senior Director, Customer Care
PROCALL
12.2006 - 02.2010
NOVA University
General Business Coursework