Darrel Brown Email & Phone Number

Sacramento, California, Us

Report directly to COO and held accountable for leading and developing Compliance, Payments, and Operations Department for the Enformion Family of Products.Lead and develop Customer Success, Compliance, and Payment Operations teams for multi-entity organization supporting 3 separate Business Units. Provide support to Sales and Product Leadership by creating transparent workflows and providing transparent insight into business processes. Held responsible for hiring, adhering to budget goals, maintaining profit and loss reports, and creating corporate financial operating plans. Negotiate new and re-negotiate existing vendor contracts.• Restructured contracts with software vendors, and consolidated multiple telephony systems into a single unit and vendor, providing a savings of over $200k year.• Created high functioning Customer Success and Compliance departments that combined staff from 2 separate companies into one unit providing unified support for 3 separate business units. • Developed and implemented new onboarding and credentialing processes that reduced fraudulent signups by 10% and reduced overall credentialing turn time by 2 business days.• Performed deep dive into Payment Operations, worked with product and development teams to reduce downgrades, and negotiated contract with new merchant provider, saving $250k annually in processing fees.

Sacramento, California, Us

Report directly to COO and held accountable for leading and developing Compliance, Payments, and Operations Department for the PeopleFinders Family of Products.Responsible for Regulatory Compliance, Payment Operations, Customer Service, and Quality & Training departments for PeopleFinders.com, 11 free directory websites, and 3 new subsites currently in development. Work with internal General Counsel and outside counsel specializing in privacy laws to maintain compliance with regulations such as GLBA, CPRA, and other State level regulations across all websites and companies. Lead and oversee customer facing support team ensuring customer satisfaction, responding to legal requests, and processing phone and email support requests.• Transitioned on-premises phone system to RingCentral Contact Center, increasing efficiency, reducing abandonment rate by 50%, and providing a savings of over $30k annually.• Led initiatives to transition support, billing, payment, processes from antiquated home grown systems, to third party solutions such as Chargebee, ZenDesk, and Paasport. This reduced dependency on internal development resources for maintenance, updates, and troubleshooting.• Completely overhauled payment operations. Renegotiated new contract with Worldpay, analyzed all downgrade fees and performed internal work to correct issues, added secondary payment provider, revamped internal refund process, and onboarded new fraud and chargeback management vendors – all increasing EBITDA by a projected $1 million in 2023.• Introduced nearshore support personnel for customer facing positions, reducing monthly people expense by 40%

San Diego, Ca, Us

San Diego, Ca, Us

DIRECTOR OF OPERATIONSReporting directly to the CEO, responsible for leading and developing the Operations Department for SNH Inc. that includes a Customer Support Team, Special Operations Representatives, and Compliance Specialists for 2 business units. Provides guidance in implementing new processes and improving existing ones. Create and monitor KPIs, Service Level Agreements, call quality standards, and department staffing models. Responsible for hiring, adhering to budget goals, maintaining profit and loss reports, and creating corporate financial operating plans.• Played a key role in restructuring multiple operations teams into a consolidated business unit, combining SettlementOne Credit, NCC Automotive, EZ-App, and the Redi-Qual software platform. Reduced turn times on ordered products by 30%, while reducing department expense by 1.4%.• Perform detailed analysis on call center and customer support metrics to create and manage a multi-unit scorecard. Reduced hold times by 62%, reduced abandon rate to <3%, and improved customer satisfaction by increasing 1st touch resolution 45%.• Collaborated with Client Relations, Tier 2 Sales, and Corporate Compliance to ensure consistency in pricing models, profit margins, and vendor compliance.• Manage relationships with clients and vendors to streamline processes that facilitated loan funding and ensure client satisfaction.

Charlotte, Nc, Us

Recruited to lead nationwide team of Business Control Specialists that created Executive Level presentations, communications, and printed materials for use in Government and Rating Agency exam requests. Provided strategic support and coaching to multiple lines of business on meeting preparation and presentation creation. Project Manager for all exam related initiatives within Loss Mitigation segment.• Played a key role in creating new policies and procedures for a new department, including all tracking and monitoring tools.• Initiated and launched a cutting-edge SharePoint system that led to a reduction in reporting and status errors.• Oversaw all Executive presentations pertaining to the Soldiers and Sailors Relief Act (SCRA).• Oversaw completion of all requests from Office of the Comptroller of the Currency (OCC), a bureau of the U.S. Treasury Department.

Charlotte, Nc, Us

Managed a team of leaders that were responsible for the overall performance and quality of the associates for the Bank of America Case Management Organization in a CRM and Processing call center. Recruited to create policies and workflows for a new line of business and ensure all government standards were complied with at the front line associate level. Managed all staffing, HR, training, and leadership development needs of line of business. Directed Operations for business unit and call center production,• Managed 20 direct reports that were responsible for the performance of up to 300 associates in multiple business units that included front line associates, team managers, unit managers, and site leaders• Improved efficiency, accuracy, and access to information by designing easy to use tools via Microsoft SharePoint that were utilized by multiple segments nationwide.• Created innovative coaching tools and operational processes to identify and address employee performance that resulted in an increase in both quality and production across multiple sites.

Charlotte, Nc, Us

 Manager in charge of On the Job training department in a Collections and Mortgage Servicing Call Center that prepared new associates for release to frontline teams. Managed 8-15 direct reports and was responsible for all training and coaching in the collections and escalation department. Managed front line collectors and monitored call quality, performance, and reporting for the business unit. Provided disciplinary counseling when necessary. Monitored attendance, behavior, and performance of 2 levels of associates. Facilitated classroom training sessions and proctored exams.• Created Call Avoidance identification methods that reduced customer hang up rate by 12% in 30 days and led to an overall increase in call quality and customer satisfaction.• Designed training tools and methods that were designed to improve the skills of the training team which resulted in a higher initial OJT pass rate.• Created Continuous Education workshops that resulted in being voted “Site MVP” by both my peers and leaders.

Create business plans and marketing campaigns for clients. Oversee creation of design concepts for client approval. Managed and coordinated design, copy, production, and editing departments to meet deadlines and deliver quality content. Organized workflows and delegated to multiple vendors to accomplish project goals. Negotiated advertising contracts with vendors in Print, TV and Radio outlets. Oversaw production team for install, repair, and manufacturing of outdoor signage.• Coordinated with clients to improve customer relations and basic business operations. Advised on strategies for customer return and retention. Created promotional materials to increase brand recognition. Coached clients on business strategy. Trained outside sales force on business marketing tactics.• Clients included: RE/MAX of Valencia, Keller Williams Realty, James Baker Realty Group. Antelope Valley Medical College, AutoSIMPLE, The Antelope Valley Magazine, Santa Clarita Monthly Magazine, TCC General Contracting, Preferred Construction, Verizon Wireless, Sprint/Nextel, Serengeti Chiropractic, Mills Law Group, Pacific West Funding, Edwards Federal Credit Union, The Core Group, Pure Play Music, Leigh Steinberg Sports and Entertainment

Oversee Internet Sales Team. Generate and distribute leads. Work and approve deals and finance setup.