Mark A. Brown Email & Phone Number

Englewood, Co

• Displayed World Class leadership in a Software As A Service (SaaS) Development environment; utilizing Certified Scum Master technique for accelerated release schedule.• Sprint planning and impediment removal in environment transitioning from Waterfall to Agile development shop.• Hardware infrastructure delivery in Waterfall Project Management methodology while software development team transitioning to Agile Iterative approach and sprint delivery methodology.

Greater Denver Area

* Displayed flexibility, adaptability, and a comprehensive understanding of the big picture of operations while finalizing and approving client financial statements prepared to meet quarterly and annual Security and Exchange Commission (SEC) requirements.-Applied XBRL meta-tag code to financial statements employing Rivet Software's proprietary Crossfire Rendering Engine.

Greater Denver Area, Greater Manila Area, Greater Mexico City Area, Toronto

• Optimized the work environment and dramatically improved client relationships; initially recruited back into the company to heal a relationship with a key account; transitioned into leading multiple initiatives that significantly improved internal profitability and client productivity.Key Contributions• Directed the technology lifecycle for cable industry and healthcare clients; included responsibility for 9 global call center sites with infrastructure such as TeleTech desktops… Show more • Optimized the work environment and dramatically improved client relationships; initially recruited back into the company to heal a relationship with a key account; transitioned into leading multiple initiatives that significantly improved internal profitability and client productivity.Key Contributions• Directed the technology lifecycle for cable industry and healthcare clients; included responsibility for 9 global call center sites with infrastructure such as TeleTech desktops, WAN\LAN, and client-owned industry applications.• Achieved 99.7% uptime for 2,700 global workstations during the migration of telephony and workforce management facilities from a TeleTech infrastructure to client-owned and managed platforms. • Delivered 5 deployments under budget and on-schedule while project managing the technology build out of 2 new call center facilities and launching 3 domestic\international projects within the government sector; included an International US Government Program for the Department of State. Show less

Greater Denver Area

Comcast is a cable industry, Internet, and Voice Over IP telephone provider in the Denver Market. • Reduced fraudulent usage for Comcast Digital Voice Accounts.• Provided work-order quality management and telephony customer support on the Comcast Digital-Voice product.• Completed process development for Comcast’s VOIP order managements department.

Greater Detroit Area, Greater San Diego Area, Greater Toronto Area

* Enhanced internal morale by defining and implementing improvements to IT process and communication.Director of Operations, TeleTech Holdings & Percepta, Englewood, Colorado (2000-2001)* Maximized productivity and customer service in call centers servicing Ford vehicle owners by building out and overseeing 6 North American call centers in the United States and Canada; this was a joint venture between Teletech and Ford Motor Company.

Greater Pittsburgh Area

* Dramatically improved operations over a 12-month period to the point of requiring expansion with a new call center in Morgantown, West Virginia; call center serviced 11 clients; held P&L responsibility for all site departments with 1,000+ team members.-Hand-picked to return to the US to turn around this inbound call center; issues included a recent workforce reduction in a low-population county, and challenges to substantially improve community relations, right-size the management team… Show more * Dramatically improved operations over a 12-month period to the point of requiring expansion with a new call center in Morgantown, West Virginia; call center serviced 11 clients; held P&L responsibility for all site departments with 1,000+ team members.-Hand-picked to return to the US to turn around this inbound call center; issues included a recent workforce reduction in a low-population county, and challenges to substantially improve community relations, right-size the management team, and correct management training deficits.-Propelled gross margin 18% while successfully administering a $60 million budget, reduced call center attrition 68%, and fulfilled all customer key performance indicator (KPI) requirements. -Enabled intelligent queuing of voice, email, chat and co-browse interactions by launching an electronic customer relationship management (eCRM) solution beta site.-Garnered recognition by the Fayette County Chamber of Commerce as 1999 Employer of the Year. -Project managed launch of 12 client programs in Internet, telecommunication, financial, and government service industries.-Performed as Launch Site Director for the new Morgantown facility while maintaining responsibility for production in Uniontown. Show less

Sydney, Australia

* Salvaged a major client by aligning performance with company direction and client requirements after TeleTech's acquisition of its first overseas company; major client had issued notice of contract termination.-Significantly improved operational performance of 21 Sydney client projects and reduced attrition 19%; included reducing operating expense $100,000+ while managing a $128 million budget. -Implemented Australian Workplace Agreements in Austral-Asian region; instrumental in the… Show more * Salvaged a major client by aligning performance with company direction and client requirements after TeleTech's acquisition of its first overseas company; major client had issued notice of contract termination.-Significantly improved operational performance of 21 Sydney client projects and reduced attrition 19%; included reducing operating expense $100,000+ while managing a $128 million budget. -Implemented Australian Workplace Agreements in Austral-Asian region; instrumental in the development and deployment of balanced scorecard in the region.-Participated with the build out of the management and operations teams for 6 new regional offices in Australia, New Zealand, and Singapore. Show less

Greater Denver Area

• Recruited and facilitated training for staff groups of more than 1,000 people. • Selected and subsequently trained front line management staff under the Frontline Leadership curriculum (Certified Trainer). • Managed Customer Service and Technical Support Call Centers for four Internet Service Providers (ISPs).• Managed Network Printer Support Desk for IBM.• Managed technical troubleshooting team for Digital Satellite receivers, and customer service administrators assisting… Show more • Recruited and facilitated training for staff groups of more than 1,000 people. • Selected and subsequently trained front line management staff under the Frontline Leadership curriculum (Certified Trainer). • Managed Customer Service and Technical Support Call Centers for four Internet Service Providers (ISPs).• Managed Network Printer Support Desk for IBM.• Managed technical troubleshooting team for Digital Satellite receivers, and customer service administrators assisting with consumer installations.• Led agent activities while the privately held company deployed Initial Public Offering. Show less