Dexter Brown Email & Phone Number

Round Rock, Texas, United States

I led the consolidation and unification of eight business functions to create a single global customer delivery organization. Following the development of a 30-60-90 roadmap outlining the organization’s goals, I align a diverse team of customer delivery, account service, and workflow management leaders throughout the planning and implementation of enterprise transformation initiatives. Our current goals center on preparing the organization for global process automation, identifying opportunities for standardization, eliminating redundant tasks, and redeploying talent across the enterprise to build a streamlined customer experience across product categories.

Round Rock, Texas, United States

I partnered with executive leadership to ensure the operational health of a 2000-person global organization focused on creating an optimal experience for our important Server, Networking, and Telecom customer segments. I executed strategic initiatives to automate internal processes, adapt our services to changing consumer trends, and advance the professional development goals of our employees across regions, driving the satisfaction and retention of key customers while ensuring employee investment. In addition, I educated teams across regions on product iterations, sales trends, and emerging technologies to ensure alignment with the larger organization’s strategic goals.

Round Rock, Texas, United States

I guided the integration and growth of this shared services organization during a period of unprecedented industry change. Prioritizing employee success and engagement, I ensured the high-quality delivery of processes, technology, and advanced analytics to over 10,000 engineers while aligning a diverse organization of project managers, program managers, and operations teams on evolving organizational goals. Under my leadership, I unified previously siloed teams under a core customer service philosophy while driving efforts to modernize the customer support experience.

Round Rock, Texas, United States

I ran the end-to-end growth and development of a service delivery business supporting over 600,000 active service units in 13 countries. As the key strategic partner to the hyperscale division’s internal stakeholders, I continually implemented and automated business processes to accelerate the delivery of tech-driven initiatives and services and maintain a near 100% service quality rating. In addition, I identified opportunities for business development across the division’s customer base, strengthening customer relationships with significantly increasing annual revenue and net profit margins.

Austin, Texas Area

Responsible for the overall strategy, financials, and process definition globally for Dell Technical Account Managers that provide Premium Up-sell Service to customers across the life-cycle. Leadership inspiration for team members located in the Americas, EMEA & APJ.

Austin, Texas Area

Leading a 100 person organization in the United States and Latin America. The organization consists of highly skilled professionals that provide Account Management to customers that purchase our Premium Service Offers. The team acts as the single point of accountability for these important customers. The entire region grew from 1500 to over 90K accounts.

Austin, Texas Area

Delivered service and support as the Global Technical Account Manager for Exxon-Mobil. Provided single point of accountability for all service related opportunities. As part of the extended account team, aided in the win of a 5 year $350M contract renewal.

Austin, Texas Area

Launched a state of the art Service Operation Center Operation within Dell. Responsible for the build out, staffing, and implementation of the new monitoring tools. Integration of the Client and Enterprise centers into a single operating unit leveraging best practices. The center monitored over 1 million dispatches daily.

Austin, Texas Area

Management consultant and project manager responsible for leading the team charged with creating and delivering training content for our field service agents. Developed a printer certification that enable a 25% increase in productivity and 10% quality improvement.

Austin, Texas Area

Stockroom logistics manager responsible for the receiving and shipping of all reverse logistics material. Improved the operational excellence to reduce backlog and material intake. Also, responsible for the inbound logistics for the fulfillment operation in support of the 99% service level. Improved the efficiency of the operation by 30% while scaling the operation by 25%. Additionally, reduced the scrap write off 35% by ensuring that the material was in its proper location in a timely manner.

Webster, Ny

Responsible for multiple leadership roles during this period. Designed and developed smart routing for the copier assembly build utilizing Automated Guided Vehicles's (AGV's) and smart pallet (RF) routing. Additionally, supervised multiple engineering and production teams within the factory. Lastly, led a 200 person team responsible for multiple production lines as a Product Manager for new and refurbished assembly.

Master Of Science (M.S.), Computer/Information Technology Administration And Management

Activities and Societies: College of Applied Sciences and Technology

Bachelor Of Science (Bs), Mechanical Engineering

Activities and Societies: Kappa Alpha Psi Fraternity, Inc.; Pi Tau Sigma Fraternity