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
Sutherland Global Jamaica
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
Sutherland Global Jamaica
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
Sutherland Global Jamaica
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
Jamaica4 CAPE Subjects -
06.2011
8 CXC Subjects -
Jamaica06.2010
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