TOBI H. BROWNER
Jacksonville,USA
Summary
Results-oriented manager with over 25 years of experience in the finance and customer service sectors. Proven expertise in project management, leadership, and quality assurance, driving organizational success through effective communication and strategic initiatives. Notable achievements include streamlining processes that increased efficiency by 30% and enhancing customer satisfaction ratings significantly. Committed to leveraging extensive skills to foster growth and operational excellence.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Manager
KeHE Distributors
Jacksonville, FL
07.2019 - Current
- The departmental leader focused on the driving results of SLAs for all KPI’s as outlined by the Director
- Support project initiatives and implement best practices to ensure a smooth transition from concept to roll out
- Maximize bottom line performance through streamlining processes to maintain the P&L for OT and headcount costs
- Administered daily operations to ensure policies were adhered to and understood by the department
- Cultivated strong business relationships with customers, both internal and external to drive sales initiatives
- Collaborated with other departments within the organization to resolve complex customer issues quickly.
- Ensured that all employees adhere to company guidelines when interacting with customers.
- Assessed current workflow processes used by the team and identified potential areas of improvement.
- Revised department schedules to maximize coverage during peak hours.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Field Sales Manager
Allstate Benefits
Jacksonville, FL
01.2019 - 07.2019
- Apply industry knowledge and critical thinking to provide exceptional and compliant service to small and core market accounts
- Develop personal connections with sales consultants, brokers/partners, enrollment firms and clients
- Manage team workload to streamline and connect functions within both sales and services operations to enhance the customer experience
- Initiate and drive communications that will provide optimal turnaround of interdepartmental requests
- Complete standard and customized product proposals
- Partner with AB sales representatives to provide timely responses to requests impacting sales effectiveness with licensed and Contract Brokers and Enrollees
- Coordinate and collaborate with cross-functional teams to ensure completion of all tasks associated with management of territory accounts including implementation, ongoing service, and issue resolution
- Escalated issues: Take ownership of and manage to completion escalated issues affecting territory partners or clients
- Identify training opportunities or service gaps affecting customer experience
- Collaborate with other territory leaders to develop and execute sales and marketing plans
- Develop strong partnerships with brokers by helping them to build their business through value added sales and marketing strategies
- Hire, train, and develop team members
- Complete performance reviews
- Address underperformance issues and provide career development succession planning for all direct reports
- Identify areas of opportunity and participate in development and execution of process improvements
Branch Operations Manager
Jacksonville Electric Authority
Jacksonville, FL
04.2014 - 04.2018
- Completed operations duties to include; creating schedules, balancing cashier drawers, conducting random drawer and safe audits, and carrying out armored car pickups
- Facilitated and investigated internal audits; which included aspects in public records requests, personnel file reviews, complaint investigations, logistical access, policy and procedure changes and systemic updates
- Maintained all service contracts for the branch and completed monthly sales transactions as well as monthly budget reconciliation
- Spread headed The Cash Handling Management Booklet for branch operations, trained personnel on all policy and procedure changes
- Oversaw employee scheduling, timecards, annual reviews, metric scorecards and vacation/leave requests
- Tracked cash transactions per AML regulations and ensured that the daily branch reconciliation between Treasury and Revenue Business analysts were received and reviewed
- Responsible for safe guarding large sums of cash and checks
- Representing the highest ranking JEA representative in the branch, I increased the customer satisfaction score by 6%
- Collaborated with Labor Relations for JSA and ASCFME union employees contract resolutions
- Created new job classifications for employee satisfaction, and ability to transition into other positions with cross training, job shadowing and employee loans
Customer Service Senior Manager
Jacksonville Electric Authority
Jacksonville, FL
02.2007 - 04.2014
- Directed a team of two-three Supervisors that had 18-20 phone agents each; assisting callers with troubleshooting of Electric, Water, Sewer, Billing, Payments and Outage issues
- Handled escalations as needed
- Managed team dynamics to develop friendly and efficient interactions with callers and ensured that quality, productivity and collection goals were met
- Solid understanding of Electric Distribution, Water/Sewer operation & maintenance restoration processes
- Implemented a departmental Rewards and Recognition program to regularly recognize outstanding employee performance and achievement
- Responsible for ensuring direct reports follow the call flow, and quality standards
- Provided monthly and annual reviews to employees
- Project Manager on Customer Service Week for five years; this included several departments that interacted with our customers
- Lead manager for the entire Customer Relationship Call Center, Branch locations, and Outage location during the Hurricane seasons
- Project member for Customer Contact Management for the jea.com update, Customer Information Booklet, Home & Patio Show, Fuel Credit Rebate, Mobile App Outage and the Red Flag Identity rules
Education
MBA - Project Management
Walden University
Minneapolis, MNB.S - Business Development & Leadership
Jacksonville University
Jacksonville, FLSkills
- Strong Verbal Communication
- Proven Leadership Skills
- Cross-Department Collaboration
- Customer Experience Enhancement
- Collaborative Teamwork
- Skilled in Microsoft Office
Activities
Girl Scouts of America, 1998-2005, Jacksonville, FL
Timeline
Senior Customer Care Manager
KeHE Distributors
07.2019 - Current
Field Sales Manager
Allstate Benefits
01.2019 - 07.2019
Branch Operations Manager
Jacksonville Electric Authority
04.2014 - 04.2018
Customer Service Senior Manager
Jacksonville Electric Authority
02.2007 - 04.2014
MBA - Project Management
Walden University
B.S - Business Development & Leadership
Jacksonville University
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