Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Open To Work

Scott Brown

Sr Manager Contact Center and Sales Operations
Salt Lake City,UT

Summary

Dynamic management professional with over 22 years of experience in call centers, customer service, complaint resolution, sales, and operations. Proven track record of leading high-performing teams and driving performance improvements to enhance customer experiences. Expertise in process improvement, client relations, training development, and operational management ensures exceptional service delivery. Bilingual in English and Spanish, facilitating effective communication and relationship building across diverse client bases while maintaining a strong focus on team collaboration and revenue growth.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Senior Sales Team Manager

GoHealth
03.2024 - 08.2025
  • - Managed Medicare and Life Insurance Sales Agents, providing coaching to drive results.
  • - Built strong relationships with Medicare Beneficiaries to improve satisfaction and retention.
  • - Implemented strategic initiatives that drove 25% annual sales revenue growth.
  • - Partnered with cross-functional teams to streamline workflows and boost team performance.
  • Remote

Sales Team Manager

GoHealth
02.2021 - 03.2024
  • - Led a team of Medicare Sales Agents, focusing on building lasting client relationships.
  • - Consistently met and exceeded team performance goals.
  • Remote

Executive Office Complaints Manager

Wells Fargo NA
03.2020 - 03.2021
  • - Managed a team of case specialists handling executive-level complaints.
  • - Supervised team leaders and ensured compliance with SLA and regulatory requirements.
  • - Delivered strong results in client issue resolution and regulatory adherence.
  • Remote

ERS Manager

AAA NCNU
05.2019 - 04.2020
  • - Directed a hybrid in-office and remote team of supervisors and call center staff.
  • - Oversaw hiring, training, and performance evaluations.
  • - Managed workforce scheduling aligned with call volume needs.

Inside Sales Account Manager II

Pilot Flying J
04.2017 - 05.2019
  • - Oversaw six territories, exceeding monthly sales goals by 150%.
  • - Mentored new Account Managers to improve performance.
  • - Achieved leadership status in call metrics, sales, and customer engagement.

Call Center Team Manager

AAA Texas
01.2015 - 04.2017
  • - Improved member satisfaction from 79% to 85% within 90 days during peak season.
  • - Designed a new attendance tracking system, ranking team in top 3 enterprise-wide.
  • - Increased sales conversion rate from 8% to 11%, surpassing company goals.

Call Center Group Leader

Nielsen
08.2014 - 01.2015
  • - Improved conversion rate from 35% to 50% in three months through scripting and coaching.
  • - Reduced attrition from 40% to under 10% by redesigning attendance tracking.

Operations Manager

AmerisourceBergen
03.2010 - 05.2014
  • - Reduced error rate from 20% to under 3% within 90 days.
  • - Increased quality scores from 85% to 95% with revised monitoring processes.
  • - Negotiated new contracts, adding $20,000 in monthly revenue.

Sales Manager

Mr. Network
10.2008 - 03.2010
  • - Boosted sales by 15% in first quarter through team training and development.
  • - Designed new sales curriculum, reducing training time by 40%.

Supervisor | Trainer

Teleperformance USA
03.2002 - 03.2009
  • - Maintained 80% employee retention among new hires, compared to 50% company average.
  • - Reduced email response time from 2 days to under 4 hours.
  • - Trained international staff to exceed quality expectations in first month.

Education

Associate of Arts - Business Management

Utah Valley University
Orem, UT
01.2005

Skills

  • Data-driven decision making

  • Sales coaching

  • Sales team training

  • Verbal and written communication

  • Proficient in English and Spanish languages

  • Salesforce platform expertise

  • Employee motivation

  • Account management

  • Sales operations

  • Relationship building

  • Results Oriented

  • Site Leadership

Certification

  • Licensed Life and Health Insurance - 2021-Present

Languages

Spanish
Full Professional
English
Native or Bilingual

Timeline

Senior Sales Team Manager

GoHealth
03.2024 - 08.2025

Sales Team Manager

GoHealth
02.2021 - 03.2024

Executive Office Complaints Manager

Wells Fargo NA
03.2020 - 03.2021

ERS Manager

AAA NCNU
05.2019 - 04.2020

Inside Sales Account Manager II

Pilot Flying J
04.2017 - 05.2019

Call Center Team Manager

AAA Texas
01.2015 - 04.2017

Call Center Group Leader

Nielsen
08.2014 - 01.2015

Operations Manager

AmerisourceBergen
03.2010 - 05.2014

Sales Manager

Mr. Network
10.2008 - 03.2010

Supervisor | Trainer

Teleperformance USA
03.2002 - 03.2009

Associate of Arts - Business Management

Utah Valley University

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