Antonique I. Brown
McDonough,GA
Summary
People leader with 8+ years of experience in contact center leadership, dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and provide positive interactions to both internal and external customers. Skilled at training, monitoring and leading exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
CVS Aetna
McDonough, GA
02.2022 - Current
- Responsible for leadership of a team of 25 remote customer service representatives
- Accountable for member/provider satisfaction, retention, growth by efficiently delivering competitive services to members/providers
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding KPI's, development and training needs, including completion of monthly and annual scorecards
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Drive positive customer satisfaction levels by providing successful training to associates.
- Conducted detailed analysis on key trends and findings to summarize findings for leadership.
QA Supervisor
GM Financial
Arlington, TX
05.2018 - 03.2020
- Analyzed Quality Assurance data to determine areas of opportunities within each center/department and work with the Consumer Services Training Specialists to create and deliver appropriate training material
- Responsible for leadership of a team of 24 QA Analyst both in office and remote
- Consulted with management and personnel to educate on QA standards.
- Used quality monitoring data management systems to compile and track performance at team and individual levels.
- Partnered with training and operational leaders to develop strategies to enhance customer experience.
- Identified performance trends to conduct gap analysis, contributing to learning solutions and support.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Compared and analyzed actual to expected results and reported deviations for resolution.
Collections Supervisor
GM Financial
Arlington, TX
03.2015 - 05.2018
- Provided leadership for 15 account managers in an inbound/outbound call center environment accountable for securing and negotiating on past due account 60+ days past due, charge-offs, and repossessions
- Responsible for day-to-day supervision, ongoing training, coaching and development of each associate to maximize quality and productivity, and performance management
- Partnered with repossession companies to secure collateral
- Performed a variety of research and data analysis functions to ensure achievement of departmental goals
- Identified developmental opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on policy and procedures
- Excelled interpersonal conflict resolution, handling of HR issues and attendance concerns
- Assisted team with advanced negotiation strategies and analytical techniques
Jr Underwriter
Prime Lending Group
Plano, TX
07.2012 - 02.2013
- Underwrote mortgage loan files in compliance with Prime Lending underwriting guidelines, state and federal reporting guidelines
- Strictly adhered to specified underwriting guidelines for FHA, VA, USDA and Conventional.
- Verified all documentation associated with mortgage originations including but not limited to, income, asset, credit, appraisal, and title information
- Effectively communicated required conditions to the branch/division and processors to assists where possible to expedite final approval of the file.
- Completed re-submissions within 24 hours of receipt of conditions.
- Assisted Underwriting Manager, Sr. Underwriter, and Processors as needed.
- Signed off all underwriting conditions requiring underwriter approval within 24 hours of receipt.
Education
Bachelor of Social Work - Social Work
The University of Texas At Arlington
Arlington, TX05.2021
Skills
- Call Center Supervision & Leadership Skills
- Analytical skills
- Advanced Coaching & Development skills
- Strong Verbal and Written Communication
- Cross functional collaboration
- Experience with Microsoft office suite
- Organizational and time management skills
- Quality Assurance
- Process Improvements
- Key Performance Indicators (KPI's)
Timeline
Customer Service Supervisor
CVS Aetna
02.2022 - Current
QA Supervisor
GM Financial
05.2018 - 03.2020
Collections Supervisor
GM Financial
03.2015 - 05.2018
Jr Underwriter
Prime Lending Group
07.2012 - 02.2013
Bachelor of Social Work - Social Work
The University of Texas At Arlington