Toks Brown
Chattanooga,TN
Summary
Dedicated Operations and HR Leader with over 16 years of experience optimizing organizational performance, improving employee engagement, and streamlining business processes. Recognized for implementing innovative systems that reduce errors, accelerate hiring cycles, and drive measurable productivity gains. Skilled in cross-functional leadership, KPI development, and team mentorship, with a proven record of delivering results in government, education, and private sectors.
Overview
21
21
years of professional experience
Work History
Operations Manager
Bellanomi
06.2025 - Current
- Directed daily operations for a fast-growing beauty and wellness manufacturing and fulfillment company, overseeing Production, Warehouse, Fulfillment, and Office teams during expansion into a new 19,000 sq. ft. facility.
- Developed and launched companywide HR infrastructure, including a performance evaluation system, onboarding checklists, and employee handbook in Gusto to ensure compliance and standardization.
- Implemented structured training programs for Production, Fulfillment, and Warehouse Leads, improving leadership accountability and workforce readiness.
Operations Supervisor
Social Security Administration, SSA
04.2021 - 10.2024
- Coordinated staff scheduling to ensure optimal coverage, enabling the field office to serve 500+ customers daily across multiple service channels.
- Led a team of 20 employees, setting clear goals, assigning tasks, and providing mentorship on evolving policies and procedures.
- Developed and monitored Performance Service Indicators (PSIs) to track operational performance and ensure consistent achievement of agency goals.
Claims Specialist
Social Security Administration, SSA
08.2017 - 04.2021
- Selected for a specialized case team to resolve complex claims remanded from federal court, demonstrating expertise in high-priority cases.
- Analyzed intricate claims data to identify fraud and abuse, preventing $50,000 in annual improper payments.
- Spearheaded a two-week implementation of a digital workload tracking system during the pandemic, reducing manual errors by 11%.
Claims Specialist
Social Security Administration, SSA
04.2009 - 01.2015
- Achieved 100% Performance Service Indicator (PSI) goals by analyzing claims within 120 days to determine accurate overpayments and underpayments.
- Enhanced operational efficiency by training staff on new technologies, increasing productivity by 5%.
- Designed comprehensive SSI training materials, later adopted as standard reference guides across multiple offices.
Personnel Director
Bryan College
04.2005 - 01.2008
- Managed all HR functions for 200 employees including payroll, benefits, and personnel compliance.
- Implemented 403(b) and 457(b) retirement plans, achieving 100% employee participation.
- Created a tracking system for the flexible spending account program, ensuring error-free transactions.
- Supported the Finance Office by managing college checkbooks, monitoring taxes, and assisting auditors to maintain compliance and accuracy.
Education
MBA - Business Administration And Management
University of Tennessee
Chattanooga, TNBachelor of Science - Mathematics
Bryan College
Dayton, TNSkills
Leadership
Team Building
Training and Mentorship
Strategic Problem Solving
Workflow Optimization
KPI Development
Process Improvement
Customer Service Excellence
Compliance Management
Accomplishments
- Standardized Bellanomi’s operational reporting and cross-department performance tracking, improving communication efficiency and supporting future inventory system integration.
- Led a team of 20 employees at SSA to achieve consistent performance targets while serving 500+ customers daily.
- Trained staff on innovative technologies, achieving a 5% productivity boost.
Timeline
Operations Manager
Bellanomi
06.2025 - Current
Operations Supervisor
Social Security Administration, SSA
04.2021 - 10.2024
Claims Specialist
Social Security Administration, SSA
08.2017 - 04.2021
Claims Specialist
Social Security Administration, SSA
04.2009 - 01.2015
Personnel Director
Bryan College
04.2005 - 01.2008
MBA - Business Administration And Management
University of Tennessee
Bachelor of Science - Mathematics
Bryan College