Rod Brown
Taylor,TX
Summary
COLLECTION ~ SALES ~ CUSTOMER SERVICE ~TEAM TRAINING AND MENTORING Multi faced proffessional with a successful background in workflow optimization, conducting data-driven investigations and delivering comprehensive global invites to global partners and decision makers. Adept at refining content to ensure and reader comprehension. Skilled in establishing quality assurance criteria offering detailed editing feedback, and monitoring analysis performance to maintain high standards of written work. Customer-centric, call center representative with a history of top-ranked production in inbound and outbound call centers. Routinely singled out for high-volume, high-quality work within deadline-intensive settings spanning collections, customer service and sales areas. I am excited to leverage my expertise in investigations, content refinement, and quality assurance to contribute to the high-quality standards of Intel’s synthesis team. Call Center Operations Inbound & Outbound Call Handling Skip Tracking & Internet research Issue and Complaint Resolution Telephone Sales & Customer Support Customer Service Order Processing/Transaction Management Data Entry and Database Administration NOTABLE ACHIEVEMENTS (MOST IMPORTANT)
Overview
19
19
years of professional experience
Work History
TRAINING SPECIALIST
TCS
01.2019 - Current
- Workflow specialist, data analysis, blackout operator (Service provided by TCS, on behalf of Google YouTube Tv)
- Effectively collaborated with multiple internal and international teams on the company and client level to successfully launch a multi-platform experience which led to 2+ billion viewers
- Presentated Business metrics and review of performance with key stakeholders
- I kept a log of relevant suggestions and practical solutions that provided a reference for partner engineering teams
- Awards: Certificate Of Excellence Awarded to Youtube TVMS
- In recognition of exceptional effort outstanding contributions towards the “FIFA World Cup2022”& “Super Bowls 2019 -2022”
- Awards: Star Of The Month Multiple times In recognition for playing a key role in pilot success and helping the organization expand regionally facilitated business meetings to discuss key performance indicators and develop effective actionable controls, resulting in a 60% (Overall Partner Onboarding TAT reduced from ~5 business days to 2 business days)
- Partnered with client teams to gain insight into the primary areas of failure associated with the ingestion and transcoding of files
- Performed Quality Analysis on 5,000+ projects, working alongside Operations Managers and Engineering teams
- Controlled and managed dvr stop and end time to over 15k sports events and tv shows
- Back up team lead coordinating the whole teams schedules and airings., Promote high-level performance through meticulous hiring and on-boarding practices and focused training efforts
- Innovated the development of training programs for senior managers after the merger of multiple departments
- Crafted training options for tenured agents based on learning gaps and aided talent in bridging skills gaps
- Measured post-training statistics for transformation into standardized best practices for department-wide implementation
- Provide technical troubleshooting guidance, brainstorm and escalate issues and solutions to reduce friction and increase productivity
- Specialized in teaching risk assessment
- Did call monitoring and call auditing gave feedback to the representatives
- Have done call quality control and provided feedback to hundreds of agents
- Familiar with NICE as the program we used and also familiar with Jira
- Key Achievements:
- Secured a 10% elevation in test scores after creating and writing content for a new test supplement library for global deployment, which encompassed phasing out obsolete tests; played a key role in enhancing reader comprehension and critical thinking level among employees while reducing retakes
- Centralized globalized training program nesting with designated support
- 62% percent improvement in 90-day proficiency with 90% of teammates meeting AHT and TNPS goals
- Selected to manage premier accounts valued at $1M+ while driving business development strategies
- Awarded Results: Distinguished as a top producer and revenue-generator
- Consistently achieved #1, #2, or #3 rankings company-wide in queue resolution, dollars collected and calls made month-over-month
- Honored with Blue Ribbon Award for quarterly goal-surpassing performance
- Client Services: Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty
- Continually achieved 90%+ quality assurance scores while following federal, state, local and company guidelines
- Team Development: Mentored associates on a one-on-one basis to review KPIs and account results
- Created development plans that improved performance-to-goal by up to 150%
- Process Improvement: Created a simplified checklist for monitoring weekly collections that helped increase team production results by up to 15%.
Co owner
RC Chirp and Jerk LLC
01.2018 - Current
- Sold of over 4k bags of beef jerky
- Sold over 27 states
- Marketing through all platforms on social media
- Sold at farmers markets
Senior Customer Service Lead
Ebay Inc
01.2013 - 01.2019
- Rapidly promoted to mentor a 12-member team while concurrently providing top-notch collections support within an outbound call center
- Handle account queues ranging from 60 to 100 accounts daily, working delinquencies that include FPD (first payment default), EPD (early payment default), 31–59 DPD (days past due), 60–89 DPD and 90–120 DPD.
Lead Call Center Customer Support
Liquidation Channel
01.2012 - 01.2014
- Managed inbound sales inquiries relating to products and promotions, quickly establishing relationships and rapport over the phone
- Goal-Surpassing Metrics: Met or exceeded call center volume, sales and customer satisfaction goals during tenure, achieving up to 115%, 135% and 110% of targets, respectively
- Solid Performance: Provided knowledgeable response to customer questions regarding products, order placement, shipping, ingredients, potential allergens and packaging.
Retail Sales Associate
Macys
01.2005 - 01.2013
- Lead efforts to drive sales revenues, meeting or exceeding sales quotas, general marketing materials and deliver outstanding customer service and provide consumers with an overall positive store experience
- Resolve customer issues and answer questions about products and services
- Effectively communicate brand, sold shoes, number one in commission
Education
Associate of Arts - Computer Networking
ITT Tech
Austin, TX01.2009
Skills
- Food Preparation
- Providing Feedback
- Business Needs Analysis
- Data Analysis
Timeline
TRAINING SPECIALIST
TCS
01.2019 - Current
Co owner
RC Chirp and Jerk LLC
01.2018 - Current
Senior Customer Service Lead
Ebay Inc
01.2013 - 01.2019
Lead Call Center Customer Support
Liquidation Channel
01.2012 - 01.2014
Retail Sales Associate
Macys
01.2005 - 01.2013
Associate of Arts - Computer Networking
ITT Tech