CHARLES S. BROWN II
Dallas,GA
Summary
Dynamic operations leader with 15+ years' experience in vendor management, sales, training facilitation, and quality assurance. Skilled at improving operations, refining vendor performance, and enhancing customer experience for business growth. Effective in conflict resolution and stakeholder partnerships, consistently delivering results under pressure.
Overview
21
21
years of professional experience
Work History
Senior Analyst, Vendor Management
Verizon
Atlanta, GA
10.2018 - 12.2026
- Coordinated regular calibration meetings with partners to enhance and synchronize their skills and understanding of the QA model and business processes.
- Maintained strong relationships with stakeholders to set objectives, forecast renewals, and align resources with customer success targets.
- Identified and created initiatives to reduce AHT by 5% YOY.
- Used customer feedback and collaboration with functional leaders to identify improvement areas; provide insights and recommendations to strengthen support strategy, drive team performance, and boost service quality.
- Increased NPS by 5.2% through initiatives focused on operational readiness and culture development.
- Led Customer Experience training sessions and workshops based on analysis and emerging opportunities.
- Care partner met/exceeded AOS goal 85% for last 3 quarters of 2022.
- Oversaw two hundred vendor agents across multiple locations (US, LATAM & APEC).
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Sales Senior Analyst, Vendor Management
Verizon
Atlanta, GA
08.2015 - 10.2018
- Oversaw all sides of remote outsourced call center inbound and outbound operations, collaborating with staff to implement best practices and enhance operational efficiency for sales and marketing campaigns.
- Recognized for delivering outstanding sales training in Athens, GA which led to a 12% conversion rate.
- Devised and implemented processes and procedures to streamline operations.
- Conducted daily, weekly, and monthly performance reviews of individual sales consultants’ metrics.
- Zero Use reduced from a high of 30% beginning 2021 to 11% YE 2021.
- Delivered interdepartmental feedback to support sales growth and improve customer experience.
- Collaborated with the Vendor Manager and Training team to design and present coaching and training modules based on observed performance trends.
Senior Analyst, Sales Center Supervisor
Verizon
Atlanta, GA
07.2014 - 08.2015
- Performed 25 Salesforce audits bi-weekly of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Coached teams to improve skills and adopted best practice techniques aligned with business goals.
- Created weekly and monthly scorecards to highlight issues in sales calls, salesforce processes, and voicemails.
- Managed escalation mailbox by researching sales scenarios, reviewing call records, documenting dialogues, and advising senior management.
Team Operations Manager
Vertex Business Services
Kennesaw, GA
06.2013 - 07.2014
- Supervised and developed a team of fifteen agents to meet KPIs, AHT, and CSAT targets.
- Utilized customer feedback and trend analysis to improve support strategies and team performance.
- Conducted weekly QA reviews to identify training needs and enforce procedures.
- Exceeded quality metrics in the last two quarters of 2013. Recognized as top quality leader for 2013.
- Managed escalated calls, resolving issues promptly while adhering to company policies.
- Launched incentives and team-building initiatives, including a team newsletter, to enhance morale.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Operations Supervisor
MDNET
Roswell, GA
11.2012 - 03.2013
- Ensured customer satisfaction by proactively resolving issues.
- Boosted efficiency with targeted staff training on service and call resolution.
- Lowered turnover by 25% introducing performance evaluations for corrective actions.
Call Center Supervisor
Alorica
Kennesaw, GA
07.2009 - 11.2012
- Led and developed twenty outbound agents processing over 250,000 account updates per month.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Completed bi-weekly payroll for 20 employees.
Regulatory Compliance and Fair Lender Trainer
CompuCredit
02.2006 - 03.2009
- Delivered regulatory compliance training and testing to international and domestic clients through onsite sessions (US, LATAM & APEC) and eLearning.
- Assessed understanding with evaluations and feedback after presentations.
- Monitored customer service, telemarketing, and collections calls for legal compliance, and addressed trends with targeted refresher training.
Education
Bachelor of Science - Business Administration
Virginia State University
Petersburg, VASkills
- Vendor Management
- Team/Performance Management
- Coaching
- Mentoring
- Employee Development
- Process Improvement
- Organizational Skills
- Quality Assurance
- Communication
- Customer Service
- Team Building
- Problem Solving
- Alignment
Timeline
Senior Analyst, Vendor Management
Verizon
10.2018 - 12.2026
Sales Senior Analyst, Vendor Management
Verizon
08.2015 - 10.2018
Senior Analyst, Sales Center Supervisor
Verizon
07.2014 - 08.2015
Team Operations Manager
Vertex Business Services
06.2013 - 07.2014
Operations Supervisor
MDNET
11.2012 - 03.2013
Call Center Supervisor
Alorica
07.2009 - 11.2012
Regulatory Compliance and Fair Lender Trainer
CompuCredit
02.2006 - 03.2009
Bachelor of Science - Business Administration
Virginia State University