Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Brittany Brown

Summary

Results-driven Call Center Operations Leader with over 10 years of experience in managing high-performing teams, optimizing call center performance, and driving customer satisfaction. Proven expertise in workforce management, process improvement, and performance analysis to enhance operational efficiency and service excellence. Seeking a leadership role to apply my expertise in managing teams, streamlining operations, and achieving business objectives.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Operations Manager

Sutherland Global Services
07.2022 - 02.2025
  • Recruited, trained, and managed call center teams to improve performance and customer service metrics
  • Monitored agent performance, provided coaching, and implemented development plans, increasing efficiency by 10%
  • Conducted data analysis to identify trends and develop strategies that enhanced service delivery and customer satisfaction, resulting in a 98% client retention rate
  • Spearheaded process improvements that reduced operational costs by 15% while maintaining quality service standards
  • Managed annual budgets, forecasted performance requirements, and presented action plans to upper management
  • Created and presented monthly and annual performance reports, identifying key improvement areas
  • Collaborated with HR, IT, and Training teams to optimize workforce management and streamline call center operations

Operations Manager

Sutherland Global Services
09.2016 - 07.2022
  • Supervised daily operations of a 20+ member team, ensuring achievement of KPIs and service level agreements
  • Developed call center operational strategies to optimize efficiency and improve response times
  • Led performance reviews and coaching initiatives that boosted employee engagement and reduced absenteeism by 12%
  • Provided hands-on support for challenging customer service situations, ensuring swift resolution
  • Implemented workforce management strategies that increased productivity by 20%
  • Monitored system performance and recommended enhancements to improve overall operations

Team Lead

Sutherland Global Services
08.2015 - 09.2016
  • Provided coaching and training to ensure high-quality customer service and adherence to company policies
  • Analyzed performance data to identify gaps and implemented corrective actions
  • Acted as a liaison between frontline agents and upper management, streamlining communication
  • Assisted in improving call resolution times by 10% through targeted training and process refinements

Education

Bachelor of Arts - Business Administration

University of West Indies
Jamaica

4 CAPE Subjects -

06.2011

8 CXC Subjects -

Jamaica
06.2010

Skills

  • Call Center Operations Management
  • Leadership & Team Development
  • Performance Monitoring & Reporting
  • Strategic Planning & Execution
  • Client Relationship Management
  • Budget Management & Cost Control
  • Process Optimization
  • Employee Engagement & Retention
  • Data Analysis & Performance Metrics
  • Excellent Communication & Negotiation Skills

Certification

  • Certified Pharmacy Technician, 2014
  • Sutherland Leadership Development Program, 2017
  • Conflict Resolution and Negotiation Training, 2021

Accomplishments

  • Successfully managed multi-client projects with annual revenues.
  • Reduced operational costs through process improvement initiatives.
  • Achieved consistently high customer satisfaction ratings of 90%+ across the account managed.
  • Led a team that earned 'Best BPO Team of the Year' award for outstanding performance in 2023.

Timeline

Senior Operations Manager

Sutherland Global Services
07.2022 - 02.2025

Operations Manager

Sutherland Global Services
09.2016 - 07.2022

Team Lead

Sutherland Global Services
08.2015 - 09.2016

4 CAPE Subjects -

Bachelor of Arts - Business Administration

University of West Indies

8 CXC Subjects -

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Brittany Brown