Greg Brown Email & Phone Number

Vancouver, Canada Area

"We’re called O2E Brands because each of our companies takes ordinary home services and turns them into exceptional experiences: it’s “O” to “E”. With brands like 1-800-GOT-JUNK?, WOW 1 DAY PAINTING, and Shack Shine, we’re known for building the most innovative, customer-centric brands on the market"In my roles within O2E's Sales Center Operations team, I have had the opportunity to both be a part of and lead initiatives to increase sales performance and lower customer effort and cancellation, by maintaining continuous improvement cycles between our frontline leaders, training, and quality assurance teams. Some of the exciting and challenging things I get to tackle in this role are:Leading our Workforce Management and Call Quality Assurance Teams who support 250 to 300 full-time agents across 3 brands and 2 provinces.Maintaining processes and responsibility for call volume and headcount forecasting, capacity planning, and contact center budgeting for 3 brands. Designing, collaborating on and implementing long and short term strategies to reduce customer effort, improve employee engagement and increase operational efficiency. Designing and presenting Business Cases and Project Charters to gain alignment on critical organizational opportunitiesHeading up the operational rollout of a new CRM platform and migration of Contact Center Platform from On-Prem to Cloud-BasedDesigning and implementing a new Call Quality Monitoring Methodology focusing on aligning customer expectations with adherence to process, to drive actionable coaching conversationsDesigning and Maintaining Sales Performance Bonus programs for Sales Agents and Bonus plans for Sales Center Leadership

Vancouver, British Columbia, Canada

Overseeing the WFM, scheduling and QA tasks for 1800-GOT-JUNK, You Move Me moving and Wow One Day Painting.

Burnaby, Bc

Managed all Contact Center Operations for LifeScan Canada, provider of blood glucose monitoring equipment and technology to Canadians living with Diabetes.Managed a team of 20-40 Customer Service and Marketing representatives who provided information and instruction on the proper usage of LifeScan's hardware and Software, and who documented questions and concerns regarding those products in a manner compliant with the FDA and Health Canada's stringent documentation guideline.Facilitated the completion of Audits on processes and records performed by internal bodies, as well as Health Canada auditors.Created and managed Reports, Schedules, Forecasts and Budgets for the Contact Center.Managed the relationship between LifeScan Canada and Kelly Outsourcing and Consulting group as it pertained to the operation of the Contact Center.

Ensuring our team and department is meeting our quarterly goals; Managing escalations from TSRs, TSR2, Assistant Supervisors and Managers, managing the organization of our phone system splits, our departmental Teamlist, Recruiting for, scheduling and supervising our Online Chat Support project, and providing coaching and performance management to all TSRs, TSR2s and Assistant Supervisors on our team.