Brandon-Ross Howard

Primary client partner for companies in the financial, telecommunication, insurance, security, hospitality and service fields. Focused on ensuring clients meet long-term strategic goals in contact compliance towards prospect reach to improve customer reach, increase revenue and create efficient operational continuity.
• Utilized active listening techniques to improve compliant prospect reach, resulting in a 20% increase in call-to-contact ratio and 10% increase in revenue generated sales.
• Analyzed complex processes and implemented a streamline process to target common SaaS customer requests, reducing average handle/resolution time by 5%.
• Participated in regular client/partner training sessions to enhance CRM contact compliance knowledge, strengthen regulatory awareness and minimize regulatory & legal violations.
• Conducted methodical follow-up with customers, improving client to partner relationships, and closing gaps in miscommunication, resulting in a 25% customer retention rate.

Integrated all programs and processes through merger for Customer Escalation and Regulatory Services departments of T-Mobile and Sprint Communications and delivered training to key stakeholders.

• Created repository for escalation and regulatory processes, policies, and procedures, improving average handling time of resolving consumer regulatory complaints and lowering service level agreement 20% within 1st year.
• Achieved cross-functional project management for regulatory services and customer service departments to support fraud, privacy, and litigation claims by implementing low-risk policies, preventing consumer fraud impact to customers. Leveraging Salesforce, Jira cloud and Microsoft Office applications.
• Created and crafted written verbiage and template process and improved written response performance quality 35% for Customer Escalation and Regulatory Services, ensuring correct verbiage was selected through step-by-step issue-to-resolution selection functionality within Microsoft PowerApps tool.
• Led collaborative cross-functional teams through project initiation and implementation with scrum methodology and agile project fundamentals, lowering average project completion service level 25%.

Developed and organized processes, policies, and procedures for Executive and Regulatory Services department. Created written and verbal communications to respond to and resolve customer inquiries sent to company executives. Established procedure to resolve consumer disputes filed with consumer agencies such as Federal Communications Commission, States Attorney General’s offices, and States Bureaus of Consumers Affairs.

• Established ongoing partnership with state and federal regulatory telecommunications agencies, ensuring communications met service level agreement expectations, maintaining regulatory compliance, and lowering service-level compliance violations from 220 per calendar year to average of 5 per calendar year.
• Drove consumer escalation awareness to C-Level executives, creating behavior changes and improving customer experience 5 – 10% by developing feedback program and implementing monthly schedule for executives to visit regional retail and call-center locations to promote face-to-face and inbound interactions to address direct-customer concerns.
• Successfully served as subject matter expert witness for 3 large telecommunications class action lawsuits involving communications and dispute of early termination fees, California (2007), Kansas (2008), Minnesota (2009), rebutting erroneous assumptions of customer care policies and helping to minimize settlement cost and brand exposure.
• Improved cross-functional policies between social media and customer experience teams by concentrating on the demand for social engagement through platforms such as Lithium and Conversocial, lowering response time from 15 mins to ~1 – 2 minutes during peak times.
• Revolutionized and trained on-call, project-team taskforce to oversee customer dispute issues, including customer service issues, network disputes, financial disagreements, and product failure, lowering project development period from average of 2 weeks to 3 days, enabling project to start sooner and lowering ramp-up period 79%.
• Achieved policy and process continuity for customer records retention database decommissioning and onboarded new system, resulting in removal of duplicate systems, reducing redundancy for records retention, and lowering records research search 50%.
• Recognized as highest individual contributor InCrowd award for highest service level agreement on project management through program implementation and policy improvement controls establishment.

Led Executive and Regulatory Services team as manager of 10 highly skilled analysts resolving consumer regulatory disputes, executive escalation complaints and small claims lawsuits. Established procedures to ensure service level agreements met and to adhere to regulatory compliance expectations.

• Created legal support and office of privacy team to address small claims disputes with pending litigation, lowering settlements of claims from average of $5K per claim to $1K per claim.
• Managed team of 10 executive analysts and earned top performing team results from for best resolution service level, case quality performances, and regulatory agency service level agreement quality.
• Developed compliance check program to manage ongoing policy implementation, updates and decommissioning based industry standards, ensuring regulatory fulfillment, and minimizing fine violations 25%.
• Recognized as highest team manager Crown Perks award for best team results in 2013 for team case quality, regulatory response service level agreement, and overall regulatory fine avoidance.