Brandy Marsh Email & Phone Number

Miami, Fl, Us

Los Angeles, California, Us

New Braunfels, Texas, Us

In this role I was the principal strategist of daily operations, including talentacquisition and development, Ops leadership placement, daily inspections,continuous process improvements, and performance management. I build,develop, and establish the organizational structure while positioning thebusiness for growth. I also streamline workflow productivity, efficiency,and effectiveness. Furthermore, I create an environment of KPI achievements,while inspiring personnel via transparency and accountability.

Paris, Île-De-France, Fr

In this role, I was a proactive leader of contact center operations, HRadministration, P&L accountability, budget/cost control, relationshipmanagement, revenue growth, financial analysis and forecasting, and keyaccount management. I sourced, hired, and coordinated team operations,adhering to policies, KPIs, and target goals of the company, as well asclients.• Maximized 8 key client accounts across 4 Contact Centers and remote teamswith 1.5K+ full-time staff.• Subject Matter Expert (SME) in account management across diverseindustries: Driver Roadside Services, Telecom, Healthcare, Banking/Finance,Retail, Emergency Response, Asset Management, Collections, and Automotive.• Navigated the Covid-19 pandemic, deploying more than 500 employees into aremote work environment.• Vital member of the Company Transformation Committee to drive disruptionand innovation.• TP Women Regional Board Member uplifting women in the workplace andaddressing issues to advocate change.• Handpicked to attend the 2019 Executive Mentorship Program.• Visited 6 Centers of Excellence in South America (Brazil), Asia(Philippines, and Europe (Greece).

Paris, Île-De-France, Fr

In this position, I was instrumental in the direction and leadership ofContact Center operations in the outsourcing market. I provided full P&Laccountability and budget management, offering accurate financialforecasting, contract management, and relationship management with vendorsand outsourcing partners.• Directed and motivated 14 production teams comprising of 2K+ personnelto execute operational deliverables spanning 4 sites. Managed 9 clientaccounts worth over $5M in annual company revenues.• Planned, allocated, distributed, and aligned the annual budget.

Paris, Île-De-France, Fr

As Site Director, I spearheaded Contact Center operations in the BPO market,including revenue generation, budget and P&L management, partnership/vendormanagement, contract management, talent management, business analysis, andfinancial forecasting. I ensured the integrity and security of data, as wellas the property, through stellar building/facility management andpreventative maintenance. I effectively helmed oversight of client contractmanagement, enhancing staffing, training, employee bonus attainment, hiring,and scheduling. I also aligned operations to all compliance, qualityassurance, and adherence to contract requirements, avoiding penalties andelevating the client experience.• Oversaw the launch of 4 new logos across 4 distinct industries.• Catapulted staff growth from 0 to 250+ personnel in 7 months.• Optimized a site with 6 major client accounts/logos. Supervised 7 Managersthat streamlined operational delivery, process implementation, andattainment of both internal and client requirements.• Raised employee engagement by 50% via organizational culturetransformation that decreased turnover by 4%, while increasing employeesatisfaction, morale, and retention.

At Aegis, I was the primary point of contact for a major client in thehealthcare sector, administering outsourcing campaign launches andimplementations. I forged and fostered client relationships, whileidentifying areas for continuous improvements. I defined target KPIs,tracked performance, and managed deliverables. Additionally, I enhanced thequality of all operations and services.• Trusted advisor to clients, ensuring seamless process deployment andoutsourcing implementation.• Selected, onboarded, and trained 150+ cross-functional staff, workforcemanagement teams, and 12 key leaders.

Took a personal sabbatical to serve family priorities as a stay-at-home/primary parent.

In this role, I was a dynamic overseer of daily operations, comprising ofcampaign/contract management, budget/cost control, staffing, and employeeperformance, scheduling, and comprehensive business analysis (variance,risk). I directed daily, short-term, and long-term strategies and tacticalexecution to maximize productivity. I also presented quarterly performancereviews to clients, as well as the senior leadership team. I regularlyevaluated staff performance, providing constructive feedback andaccountability. I identified areas for improvement, initiated engagingtraining programs, and actualized improved outcomes. Lastly, I reviewedService Level Agreements (SLAs), tracked progress, and consistently metrequirements via staffing analysis and fulfilment.• Cut annual employee turnover by 5% by implemented new procedures thatimproved labor relations.• Enhanced communications between management and employees, while raisingmorale.• Reduced expenses by 20% via exemplary resource allocation, procurement,and expense control.• Final authority on expense report and invoice approval.• Delivered monthly attrition rates at 3%, outperforming the industry trendof 7%.• Recipient of the Outstanding Employee Award (2006) for growing campaignrevenue and expanding profit margins.