Kevin Brown Email & Phone Number

Fountain Hills, AZ, US

New York, NY, US

Lexington, Kentucky, US

See my columns here: https://www.speechtechmag.com/Authors/3657-Kevin-Brown.htm

Teaneck, New Jersey, US

Significant contributor to a large contact center technology revitalization program with a healthcare payer.

Phoenix, AZ, US

• Technology lead for 4,000 user enterprise wide Genesys Multi Cloud CX deployment
• Banner Digital Business Technology 2018 Innovation Winner for customer focused automated interpreter service
• Spearheaded COVID-19 response team, resulting in outbound call notifications for 10,000+ patients/day, including update of their EHR records using Genesys Cloud, Soundbite & CX Contact dialers. State of Arizona, AZ 211.
• Transitioned 2,500+ staff to work from home in a week
• Designed DTMF masking solutions for PCI compliance using Genesys IVR
• Technical lead for several Banner Health acquisitions in imaging and orthopedics

Orlando, FL, US

Verbyx is violently challenging the speech recognition status quo. Look overhead in a civilian or a military setting and Verbyx's technology is fueling that flight.

Fountain Hills, AZ, US

VoxPeritus provides multi-channel customer experience analysis and design expertise for theFortune 500, including voice integration with mobile and digital customer channels. Considerable brand value is being squandered through poor customer experience in the voice and digital channels. VoxPeritus leads the charge to protect your customers' experiences and.

San Francisco, California, US

• Organized transition of middleware deployment and management from manual processes to automated processes using HP Server Automation, prepared for migration to Puppet
• Upgraded and provided troubleshooting of Java, Apache httpd, Tomcat and Jetty in preparation for 8.1 to 8.5 upgrade
• Provided installation, upgrade and troubleshooting of GPlus adapters
• Installed and configured Nuance Text To Speech
• Provided installation and upgrade of Genesys Advisor
• Significant SIP troubleshooting

Palo Alto, CA, US

• HP Acquired EDS August 2008
• Chief Architect, Speech Solutions
• Co-Architect of HPES' Next Generation Contact Center telephony platform
• First Avaya ACD/Genesys GVP/IVR SIP enabled VoIP integration
• Five Nines (99.999%) availability over seven years

West Hartford, US

• Chief Architect, Speech Solutions
• Co-Architect of EDS' Next Generation Contact Center telephony platform
• First Avaya ACD/Genesys GVP/IVR SIP enabled VoIP integration
• Five Nines (99.999%) availability over seven years
• Chief Architect of OnStar Gen III telephony

West Hartford, US

• Recruited and managed top global Siebel talent, resulting in a 400% win rate increase
• Managed global team of Siebel experts
• Won $3.7M new business through unique use of English CRM package to support Thai and Bahasa Indonesia languages.

Miami, FL, US

• Practice founder
• $19M first year revenues at 22% profit margin
• Managed team of 22 employees
• First year Siebel Strategic Partner status
• 100% Customer Satisfaction rating post deployment
• Negotiated directly with Thomas Siebel

London, GB

• CRM Southwest Practice Leader: 26 consultants in practice
• Reduced automotive mfg operating cost by $1.3M\yr. via telephony design & Siebel integration
• Won $20M healthcare payer client, based on telephony/CRM integration experience
• Process redesign for speciality pharmacy resulted in $1.6M annual operating cost reduction

Woonsocket, RI, US

• Formerly PCS Health Systems, an Eli Lilly subsidiary
• Designed customer service outsourcing plan, sold concept to COO, implemented in four months, resulting in elimination of need for new call center at cost of $15M+
• Designed new IVR application, resulting in $1.7M annual operating cost reduction
• Headed development of disaster recovery program for all customer service
• Managed team of 18 Business Analysts, Project Managers and Developers

Bonn, DE

• Managed IT and Customer Service: Resource Optimization Center, Complaints, Office of CEO, Training, Facilities, IT Operations, CRM Application Development, Customer Automation Help Desk
• Designer of first IVR package tracking application in the industry, resulting in annual operational cost reduction of $1.6M
• US representative for DHL global WWW team, coordinated global go-live in Q1 1995
• Designed and implemented executive dashboard for all US CRM operations in SAS
• Managed below budget acquisition and on time implementation of new ACD\CTI
• DHL's Tempe CSC was named #1 contact center in the world by many analysts & industry media, resulting in weekly tours for global contact center management

Hoofddorp, North-Holland, NL

• Led multi-cultural, multi-lingual operational and customer service audit and process improvement team of 19 based in 16 countries
• Led customer support integration effort of TNT takeover of FedEx Europe
• Led customer support integration effort for five post offices’ joint venture with TNT and eventual acquisition by the postal services of the Netherlands, Germany, France, Sweden, and Canada
• Led creation and deployment of a global service recovery program to increase customer retention; first year ROI over 700%
• Face to face engagement with country customer service and operations management in over fifty countries in EMEA, Asia, Australia/NZ and South America
• Supported TNT's Emerging Economy acquisition effort in Eastern Europe and SE Asia through customer support and logistics redesign

Master Of Business Administration - Mba, Business Administration And Management

Bachelor Of Science, Environmental Studies, Public Administration