CARLOS BROWN
Dallas,GA
Summary
Results-driven management professional with proven track record in leadership and operational strategy. Adept at driving organizational growth and enhancing productivity through effective team collaboration and strategic initiatives. Recognized for adaptability and commitment to achieving high standards and impactful results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Vice President, Accident & Health Claims
Broadspire Services Inc., a Crawford Company
Atlanta, GA
01.2022 - Current
- Executive leader responsible for operational performance, client delivery, and revenue growth.
- Manage multi-million-dollar budgets while consistently meeting KPIs and quality benchmarks.
- Launched new service offerings generating incremental revenue.
- Ensure SLA compliance, audit readiness, and superior customer experience.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
Director, CAT Desk Operations
Crawford & Company
Atlanta, GA
01.2021 - 01.2022
- Directed digital property CAT claims operations including staffing, training, and performance management.
- Developed end-to-end digital customer journey documentation.
- Customized client CAT assignments for large-scale event response.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Assistant Vice President, Accident & Health Claims
Broadspire Services Inc.
Sunrise, Fl/Atlanta, GA
01.2018 - 01.2021
- Led nationwide operations across 50 states with $5M+ budget oversight.
- Negotiated 20% rate increases and achieved 99% audit scores.
- Drove 600% customer base growth and supported launch of a pet insurance program.
- Developed and implemented strategic initiatives to improve client service delivery and satisfaction.
Progressive Leadership Roles
Broadspire Services Inc.
Atlanta, GA
01.2013 - 01.2018
- Led and developed teams of 30+ staff.
- Improved productivity by 200%+, reduced cycle times by 40%, and saved clients 15% in expenses.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Master of Science - Adult Education & Training
Troy University
Remote-Atlanta, GABachelor of Arts - English
Paine College
Augusta, GASkills
- Claims Operations Leadership
- Revenue Growth
- Budget & P&L Management
- Client Relationship Management
- Regulatory Compliance
- Process Improvement
- KPI & SLA Performance
- Talent Development
- Decision making & judgment
- Issue resolution skills
- Recruiting and hiring
- Negotiation
Certification
Associate in Claims (AIC)
Timeline
Assistant Vice President, Accident & Health Claims
Broadspire Services Inc., a Crawford Company
01.2022 - Current
Director, CAT Desk Operations
Crawford & Company
01.2021 - 01.2022
Assistant Vice President, Accident & Health Claims
Broadspire Services Inc.
01.2018 - 01.2021
Progressive Leadership Roles
Broadspire Services Inc.
01.2013 - 01.2018
Master of Science - Adult Education & Training
Troy University
Bachelor of Arts - English
Paine College