Corey Brown
Dallas,TX
Summary
Results-oriented leader with 24 years of experience in operations management, driving initiatives that align with business strategies to optimize performance. Skilled in executing daily management processes for high-growth organizations, focusing on cost reduction and revenue enhancement. Proven track record in analyzing customer feedback and implementing strategic solutions to improve service delivery and customer satisfaction.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Manager of Operations
JDA TSG
01.2025 - Current
- Direct day-to-day operational strategies, performance metrics, and cross-functional process execution to optimize organizational efficiency and scale business growth.
- Spearhead leadership initiatives to drive high-performance standards, align team output with strategic targets, and ensure rigorous quality assurance across all operational channels.
- Spearheaded Smart Expert Recommendations (SER) initiative, overseeing training, targeted coaching tracking, and overall development of program.
- Worked remotely to manage tasks and collaborate with team members.
Client Relations Manager
SERVICING SOLUTIONS
Irving, TX
01.2022 - 01.2024
- Managed key client relationships as primary point of contact, ensuring high satisfaction and retention aligned with service-level agreements (SLAs).
- Coordinated cross-functional operational teams to deliver customized servicing solutions and promptly address client inquiries and escalated issues.
- Analyzed account performance data and reported key metrics regularly to executive leadership and external partners.
Director of Sales
SERVICING SOLUTIONS
Irving, TX
01.2021 - 01.2022
- Directed revenue-generation strategies and business development initiatives that secured new servicing contracts, contributing to market share expansion.
- Partnered with executive leadership to forecast sales targets and design pricing structures, optimizing the sales pipeline for increased revenue potential.
- Led high-performing sales team through coaching and performance management, aligning efforts with company growth objectives to drive overall sales success.
Customer Care Department Manager
SERVICING SOLUTIONS
Irving, TX
01.2019 - 01.2021
- Oversee and lead the day-to-day operations for contact center, quality assurance processes along with the workforce management operations. Currently reorganizing the contact center operations, including establishing KPIs, performance scorecards and QA processes. Leading a project to implement a new servicing platform to reduce expenses by 25% and allow for enhanced onboarding of new servicing clients.
- Managed a staff of 40 agents who provided top-notch customer support to exceed customer satisfaction goals.
- Devised and published metrics measuring organization's success in delivering world-class customer service.
- Devised and published metrics to measure organization’s success in delivering world class customer service.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
Corporate Trainer
SERVICING SOLUTIONS
Irving, TX
01.2017 - 01.2019
- Provided a wide range of learning solutions for new hires and existing associates to prepare them to support customers with superior service.
- Trained and supervised debt collectors, skip tracers, and customer service representatives during their new hire onboarding using various training methods and tools.
- Coordinate and deliver compliance training for FDCPA and applicable state laws.
- Led team-building activities to enhance collaboration and morale among staff.
- Assess internal employee’s skill level and competencies by conducting needs analysis.
- Maintain quality control of employee’s work by call monitoring and account reviews.
- Evaluated internal employees' skill levels and competencies through needs analysis.
- Administer progressive discipline to new associates regarding attendance and performance requirements.
- Received the Leader of the Year award in 2019.
30 Day Back End Supervisor
SERVICING SOLUTIONS
Irving, TX
01.2013 - 01.2017
- Led a team that contacted customers 30–59 days delinquent and resolved delinquency. The team operated in a manual environment with scheduled dialer passes. Collectors managed approximately 160–220 accounts per queue.
- Managed a staff of 10–20 agents who made and received calls to collect on 30-day delinquent high-interest loans.
- Managed day to day operations and led agents to ensure that we are providing outstanding service to customers and while curing overall delinquency.
- Handled customer feedback and produced weekly ad-hoc reports on team and operational performance metrics.
- Evaluated performance of team members, recognizing strengths and opportunities for improvement.
- Hired, trained and developed agents to improve calling techniques and performance.
- Managed all aspects of talent retention, performance evaluation, and team management.
- Engaged in quality review sessions to identify processes, policies, and agent behaviors that negatively impact service delivery.
- Ensured consistency of our monitoring process and ensured quality of agents' performances are up to company policies and standards.
Front End Supervisor (Dialer)
UNITED AUTO CREDIT
Hurst, TX
01.2011 - 01.2013
- Led a team that contacted customers 1–30 days delinquent on sub-prime auto loans by using basic collections techniques and following the Collection Call Model within the confines of the FDCPA.
- Supervised a team of 10–20 collection agents to collect delinquent auto accounts from 1–30 days past due. Eight collectors received promotions to Back End positions under my leadership.
- Achieved Employee of the Month for two consecutive months in 2012.
- Oversaw daily production and performance of dialer system to maximize operational efficiency.
- Verified that each dialer complied with the Fair Debt Collection Practices Act (FDCPA) and company policies and procedures.
- Conducted FDCPA training for new hires.
- Provided dialer coverage during peak hours. Administered daily operations, including monitoring IVR, predictive dialer, and recording systems.
- Generated and distributed weekly dialer reports while maintaining daily checklists to ensure effective and efficient process completion.
Back End Supervisor
ACE CASH EXPRESS
Irving, TX
01.2007 - 01.2011
- Responsible for leading a team whose primary responsibility was to contact customers that are 30–60 days delinquent on our payday loan products.
- Responsible for leading a team whose primary responsibility was to contact customers that are 30–60 days delinquent on our pay day loan products.
- Promoted three collection agents to team leads through effective leadership.
- Delivered high results by providing management with daily, weekly, and monthly reports, in regards to collection activity.
- Created training material and trained newly promoted Supervisors. Selected for “I Got Caught” nominations “5 Times.”
- Delivered high results by providing management with daily, weekly, and monthly reports, regarding collection activity.
- Managed team performance, monitored agents’ telephone calls and provided immediate feedback regarding calls.
- Conducted FDCPA interactive training weekly with new hires and provided training on procedures and systems for new employees.
Corporate Collector
ACE CASH EXPRESS
Irving, TX
01.2001 - 01.2007
- Conducted daily calls to customers to collect past due amounts and establish payment arrangements.
- Achieved top five ranking among collectors during first four months of employment.
- Set a record for most cash collected in one month.
- Ranked in the top five the first 4 months of employment, became collector of the month.
- Earned title of Top Collector for consecutive months from April 2003 to November 2003 and February to April 2004.
- Made outbound and received inbound calls via an Auto Dialer or manual calling to gather or clarify information.
- Documented all information and reviewed for accuracy and completeness.
- Performed investigative activities to evaluate and determine the whereabouts of customers through database searches and system records (Skip-Tracing).
- Received researched and responded to incoming questions; provided information, explained policies and procedures, and/or facilitated a resolution.
Education
University of Texas at Arlington
Arlington, TXSkills
- Operational Strategy
- Quality Assurance & Control
- Process automation
- Client Engagement
- KPI tracking
- Employee training
- Staff management
- Operations oversight
- Decision-making
- Conflict resolution
- Project planning
Certification
Legendary Service Workshop (Ken Blanchard Companies) QuickBooks Pro Advisor
Timeline
Manager of Operations
JDA TSG
01.2025 - Current
Client Relations Manager
SERVICING SOLUTIONS
01.2022 - 01.2024
Director of Sales
SERVICING SOLUTIONS
01.2021 - 01.2022
Customer Care Department Manager
SERVICING SOLUTIONS
01.2019 - 01.2021
Corporate Trainer
SERVICING SOLUTIONS
01.2017 - 01.2019
30 Day Back End Supervisor
SERVICING SOLUTIONS
01.2013 - 01.2017
Front End Supervisor (Dialer)
UNITED AUTO CREDIT
01.2011 - 01.2013
Back End Supervisor
ACE CASH EXPRESS
01.2007 - 01.2011
Corporate Collector
ACE CASH EXPRESS
01.2001 - 01.2007
University of Texas at Arlington
Section name
- Areas of Expertise
- Technical Skills: MS Word | MS Excel | MS PowerPoint | MS Project | MS Outlook | Google Docs | Mac OS | Windows Operating System| Salesforce
Awards
Awarded Leader of the Year 2019, Employee of the Month 2 months consecutively in 2012., Top Collector for the months of 4/03, 5/03, 6/03, 7/03, 8/03, 9/03, 10/03, 11/03, 2/04 and 4/04., Selected for “I Got Caught” nominations “5 Times”.
Personal Information
Title: Operations Management