Gabriel Brown
Pensacola,FL
Summary
Multi-talented administrative professional with over twenty plus years of senior level experience in the public and private sector.
Consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to motivating team members to deliver better results.
Analytical with keen eye for metrics. Skilled in developing and implementing customer service policies and procedures. Approachable leader with collaborative input around team members.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Director of Customer Service
Emerald Coast Utilities Authority
03.2015 - Current
- Responsible for planning, organizing, staffing, directing and managing Customer Service Department.
- Supervise and coordinates activities of subordinate manager, supervisors, and team leaders.
- Support personnel that handle customer accounts, requests for service, and related inquiries and complaints; issuing instructions and assigning duties.
Developed strategies and recommendations for improving customer service and overall operation. - Reduced abandoned calls from 8% to 1.5%. for over half million calls annually. Customer satisfaction improved from mediocre to highly satisfied.
- Developed staffing, training, safety, and job performance standards and objectives. Created annual in house customer service training for all employees in recognition of National Customer Week .
- Provides leadership development by working with customer service manager, supervisors, and team leads
- Developed succession plan that creates opportunities for employees to be promoted within company.
- Developed and implemented comprehensive customer service training/employee development focusing on soft skills for customer service team.
- Developed training programs and instilled culture of customer service excellence.
- Monitored and evaluated efficiency and effectiveness of service delivery and/or operational methods and procedures; modified methods and procedures as necessary to assist customers, staff and general public.
- Prepared wide variety of managerial analysis, reports and/or recommendations related to staffing and operational policies and procedures through assistance of Brightmetrics and Mitel programs.
- Regularly articulates company policies and procedures to board members, staff and general public.
- Coordinated and implemented, customer service and collections policies and procedures.
- Developed strategies and recommendations for improving customer service and overall operation of department.
- Responsible for development and administration of department's budget; monitors and approves forecast of equipment, materials, supplies and various other line items; prepares, monitors and submit approvals for expenditures and implements budgetary adjustments as appropriate and necessary.
- Communicates with customers to provide information and resolve conflicts. Counseled and referred customers to local payment assistance programs as needed.
- Responded to and resolved difficult and sensitive inquiries and complaints from customers, board members, and general public.
- Negotiated and resolved sensitive and controversial issues. Explained, justified, and defended company/departmental programs, policies, and activities.
- Responded to non-routine and/or technical questions. Interacted with co-workers, supervisors, and public in person, email and/or by phone.
- Diffuse difficult and adversarial situations.
- Reviewed and approved customer billing adjustments in conformance with regulations and policy, exercising judgment as appropriate.
- Interacted with other ECUA departments regarding billing,
- Meter reading, cut non-pay accounts and customer service related issues.
- Prepares specifications for acquisitions and/or disposal of material and equipment.
- Represents department internally and to outside agencies.
- Attended and participated in professional group meetings; stayed abreast of new trends in field of customer service.
- Developed customer service scorecards to measure customer service performance.
- Communicates with attorney about policy and legal issues involving customers.
- Collaborated with cross-functional teams for smooth running of customer service operations.
Customer Service/FOG Manager
Emerald Coast Utilities Authority
06.2010 - 07.2015
- Supervised day-to-day operation of support personnel; ensured that appropriate training and skill development was provided and monitored employee training phase to full level of job performance.
- Conducted annual performance evaluation of assigned employees; made recommendation for merit increases, employee consultation, disciplinary actions, etc.
- Monitored productivity, quality performance, informational accuracy, and work efficiency; ensured that established customer service standards and proper procedures are followed.
- Participated in planning and development of divisional budgets; recommends additional line items and controls expenditures.
- Participated in development and implementation of new operational policies and procedures, new program application/forms, system and data communication to ensure overall efficiency and effectiveness within assigned areas of responsibility.
- Provided quality assurance in operational functions which may include monitoring response to incoming calls and visits from residential and commercial customers.
- Oversaw preparation of contracts for customers and approved financing for special assessments and impact fees for residential and commercial payment plans.
- Provided assistance to staff involved in more complex account inquiries and problems; conducted investigative research and initiated and/or directs corrective action.
- Supervised FOG Compliance Inspectors responsible for inspection site visits to food service establishments to ensure grease interceptors are constructed, installed, and operate correctly within FOG compliance requirements.
- Reviewed and updated Food Service Establishment (FSE) data in Tokay software and AS400.
- Received, reviewed, prioritized, and assigns work orders.
- Ensured established standards and proper procedures were followed with FOG compliance and inspections.
- Developed and created FOG Food Service Establishment (FSE) manual and training for over one thousand FSEs.
- Implemented grease recycling program for residential customers and grease recycling disposal station to place used cooking oil.
- Prepared clear and concise reports, correspondence, and other written material.
- Assists with planning and development of divisional budgets; recommends additional line items and controls expenditures.
- Participated in development and implementation of new operational policies and procedures, and new system applications to ensure overall efficiency within assigned areas of responsibility.
- Interpreted, applied, and explained applicable rules, procedures, guidelines, laws, and regulations pertaining to operational functions FOG compliance.
- Assists Customer Service Director in policy making and budgetary preparations.
- Issued receipts and processed refunds, credits, or exchanges.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Environmental Controls Speclists
Emerald Coast Utilities Authority
01.2006 - 03.2010
- Developed and created ECUA's Fats, Oils and Grease Program (FOG).
- Established FOG Budget
- Presented FOG Program and budget to ECUA's Board. program and budget passed at Boards regular meeting
- Designed and implemented FOG residential and commercial educational programs
- Established residential grease recycling program
- Worked with Public Information Officer to advertise about dangers of FOG to public.
- Designed commercial FOG Posters
- Built partnership with other governmental agencies to address FOG in community
- Established Protector of Environment Award for commerical Fog / Backflow customers
- Established FOG non-compliance fee for commercial customers which generated approximately $300 thousand dollars annually to assist in remediation of FOG
- Provided technical support to external and internal customers.
- Performed environmental site assessments and provided remediation recommendations.
- Advised corporations and government agencies of procedures to follow in cleaning up contaminated sites to protect people and environment.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
Customer Service Supervisor
Emerald Coast Utilities Authority
12.1996 - 09.2004
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Completed bi-weekly payroll for employees.
Education
Bachelor of Science - Organizational Leadership
Columbia Southern University
Orange Beach, AL03.2015
Associate of Arts - General Studies
Pensacola State College
Pensacola, FL05.1985
High School Diploma -
Woodham High School
Pensacola, FLSkills
- Customer Service Professional
- Customer focused-service
- Board of directors support
- Contact Center Customer Service
- Customer Service Management
- Office Supplies and Inventory
- Operational Efficiency
- Adherence to high customer service standards
- Efficient Service
- Office Organization
- Administrative Support
- Customer Service and Assistance
Accomplishments
- Developed a Fats, oils and Grease Program
- Pay incentive Program for performance
- Used cooking oil recycling program for residential customers
- Annual customer service training for National Customer Service Week lunch and learn
- Reduced abandoned calls form 8% to 1.9%
- Improved employee morale
- Cross training program
Affiliations
Diocese of Pensacola /Tallahassee Director of the Office Black Catholics 2004-Present
Member of Just Pensacola
3rd & 4th degree Knight of St. Peter Claver
Kappa Alpha Psi Fraternity
National Society of Leadership and Success 2016
American Cancer Society Steering Committee 2010
Leadership Pensacola Class of 2007
Boys and Girls Club Board 2000
Certification
Certified Change Management Facilitator
Voluntary FOG Program Management Certification
Landrum Leadership Institute 2016
Certificate in Supervision UWF
Timeline
Director of Customer Service
Emerald Coast Utilities Authority
03.2015 - Current
Customer Service/FOG Manager
Emerald Coast Utilities Authority
06.2010 - 07.2015
Environmental Controls Speclists
Emerald Coast Utilities Authority
01.2006 - 03.2010
Customer Service Supervisor
Emerald Coast Utilities Authority
12.1996 - 09.2004
Bachelor of Science - Organizational Leadership
Columbia Southern University
Associate of Arts - General Studies
Pensacola State College
High School Diploma -
Woodham High School
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