Laurel Brabson Email & Phone Number

SummaryResults driven senior leader providing strategic direction for multiple functions with concentrated experience in remote call center management. Proven ability to deliver large scale, complex initiatives leveraging a combination of key stakeholders and customers’ needs. Inspirational change leader of both direct reports and cross functional teams to gain operational efficiencies through data driven analysis to reduce expenses while improving the customer experience and achieving organizational priorities.•Accountable for all operational functions & associated KPIs including call center customer service & sales, back office, mailroom and two distinct agencies. •Handling 650,000 service calls annually with a service level of 80% and an abandon rate of 2%. Year-over-year reduced customer contact rate by 13% by leveraging digital self-service and process improvement while concurrently adjusting to staffing and organizational changes.•Led 230+ Operations employees through a multi-year transition from 2 discrete auto quote/policy platforms both new business & in-force across 2 states, 2 legal entities to a 3rd auto quote/policy platform. Successfully migrated agency’s auto book from a legacy operating system to a cloud-based platform. Executed an end-to-end plan with necessary business requirements, IT QA testing, training, weekly elevations, and post-production validation.•Proven remote leader with 75% of Operations staff working from home across 6 time zones within 11 states prior to the pandemic. Seamlessly transitioned all remaining functions of the business unit (290 employees) to a remote work environment while maintaining essential employees in 2 mailrooms. •Highly sought-after enterprise partner for demonstrated expertise in remote work protocols & best practices. Selected by corporate COVID response team to help develop Future of Work strategies with active contributions in workstreams and leading 4 pilots (remote leaders’ skill assessment, leader bot coach, Meraki device for ISP redundancy, re-entry proof of concept) utilizing my direct report leaders and front-line Operations employees.

Listed skills include Leadership, Customer Experience, Team Building, Diversity And Inclusion, and 37 others.

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  Indiana University Of Pennsylvania

  Political Science And Government