Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Galen Brown

Bothell,WA

Summary

Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.

Overview

24
24
years of professional experience

Work History

Assistant Manager Operations and Reception

Northwest Center for Amazon
09.2023 - Current
  • Assumes responsibility for all team members and operations within assigned group of buildings
  • Coaching and developing staff to ensure we provide a customer centric experience through each interaction
  • Oversees a variety of projects and audits, works to improve processes to increase team's overall efficiency

Sr. Supervisor Operations & Product Support

Garmin International
07.2007 - 12.2022
  • Supervised 10-20 direct report representatives while supporting over 400 agents on the production floor/and remote
  • Generated reports, job coaching, performed quality assessments for both phone, email and chat technical support
  • Supported and worked on various projects to improve Garmin Product Support in conjunction with the engineering department
  • Lead the Fitness Department comprised of three segments (Wellness Running and Multisport) to the first department to exceed 90+% availability average in all of Product Support
  • As the Wellness Team Manager, lead all of Fitness with highest availability average in all 3 forms of interactions (phone, chat and email

Supervisor, Operations & Quality

Ferrell Gas
08.2005 - 07.2007
  • Supervised 15-25 customer service representatives while supporting over 200 agents on the production floor
  • Generated reports for the call center and Corporate; job coaching for agents
  • Responsible for Quality reports for both call centers

Supervisor of Productions & Operations

Jostens Printing and Publishing
09.2004 - 08.2005
  • Directly Supervised 25-40 production workers on floor for both Yearbook and Diploma portions of the plant
  • Management meetings, coaching and developing production workers as well as scheduling production work to meet delivery deadlines

Manager, Operations & Quality

NCS Pearson
06.2004 - 09.2004
  • Directly supervise 10-20 agents while supporting over 800 agents on the production floor
  • Recommended customer service enhancements and cost-effective solutions as Subject Matter Expert of 1-800-Medicare services
  • Maintain Pearson Government Solutions Policies and procedures by daily, weekly, bi-weekly, and monthly Key Performance Indicators, including quality assurance scores, average handle time and other vital aspects of call center management

Acting Director of Operations & Quality

Teletech/Verizon Wireless Call Center
10.2000 - 04.2004
  • Directly supervised 20-25 agents while supporting over 700 agents on the production floor
  • Recommend customer service enhancements and cost-effective solutions as subject matter expert of Verizon Wireless products and services
  • Maintain Teletech, Inc
  • Policies and procedures by daily, weekly, bi-weekly, and monthly Key Performance Indicators, including quality assurance scores, average handle time and other vital aspects of call center management
  • Close facility as Acting Director, negotiating all closing options

Education

BA - Communications And Public Relations

Washburn University
Topeka, KS

Skills

  • Data analysis
  • Project management
  • Problem solving
  • Budget assistance
  • Sales monitoring
  • Recruiting and interviewing
  • Promotional planning
  • Adaptability and flexibility
  • Meeting facilitation
  • Policy administration
  • Team building
  • Corporate social responsibility
  • Vendor relationship management
  • Workload management
  • Team motivation techniques
  • Orientation and training
  • Employee supervision
  • Customer service and satisfaction
  • Strategic planning
  • Performance reviewing
  • Product and service sales
  • Problem-solving
  • Staff training and development
  • Coaching and mentoring
  • Employee scheduling
  • Business development
  • Marketing
  • Customer relationship management (CRM)
  • Operations management
  • Customer rapport
  • Employee performance evaluations
  • Resource allocation
  • Employee engagement
  • Conflict resolution
  • Performance evaluation
  • Microsoft office expertise

Hobbies and Interests

  • Family and Sports
  • What is going on in my community, city, state, the country and globally

Timeline

Assistant Manager Operations and Reception

Northwest Center for Amazon
09.2023 - Current

Sr. Supervisor Operations & Product Support

Garmin International
07.2007 - 12.2022

Supervisor, Operations & Quality

Ferrell Gas
08.2005 - 07.2007

Supervisor of Productions & Operations

Jostens Printing and Publishing
09.2004 - 08.2005

Manager, Operations & Quality

NCS Pearson
06.2004 - 09.2004

Acting Director of Operations & Quality

Teletech/Verizon Wireless Call Center
10.2000 - 04.2004

BA - Communications And Public Relations

Washburn University

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Galen Brown