Summary
Work History
Education
Skills
Locations
CustomerServiceRepresentative

CHRISTOPHER DAVID BROWNLEE

Customer Service Leader
MIAMI,FL

Summary

I am a dedicated, skilled Call Center and Help Desk Senior Leader with an extensive foundation in all aspects of Call Center/Customer Service and Technical Help Desk leadership functions, staff development, and administrative HR oversight. This includes establishing and creating standards (SOP's) with Government and non-Government customer service/contact centers worldwide.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

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
Sunrise, FL
12.2017 - 01.2021
  • 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.

Senior-Level Service Support Manager to Technical OCIO Help Desk

IMTAS-DOC USPTO-OCIO-US Patent Office
Washington, DC
04.2013 - 11.2017
  • 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.

Senior Operations Director/Associate Director

ALORICA INC.
El Paso, TX
03.2010 - 12.2012
  • 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.

Inbound Site/WFM/ Director of Operations

NEARSHORE CALL CENTER SERVICES
Santo Domingo
06.2008 - 03.2010
  • 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.

Senior Director, Customer Care

PROCALL
Santo Domingo, Dominican Republic
12.2006 - 02.2010
  • 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.

WFM and Senior OPS

T-Mobile
06.2000 - 05.2006
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Developed and maintained courteous and effective working relationships.

Consultant

CDB Technology
06.1995 - 06.2000
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Managed client relationships through regular check-ins and updates on project progress.

Senior Leader

AT&T
06.1979 - 06.1995
  • Directed employees, set schedules and prioritized work assignments.
  • Set clear team goals and delegated tasks and set deadlines.
  • Provided expert leadership to group of more than [Number] employees.
  • Produced weekly, daily and monthly activity reports and forecasts.
  • Maximized product quality, cost controls and safety through diligent leadership.
  • Conducted team member meetings and updated members on best practices and continuing expectations.

Education

General Business Coursework - undefined

NOVA University

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
  • Recruiting & Hiring
  • Onshore & Offshore Contact Center & Technical Help Desk Management

Locations

  • MIAMI, FL
  • SANTO DOMINGO, DR

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