Megan Browne Email & Phone Number

Primary Responsibilities:• Project Management• Implementation• Change Management• System Administration• Team Collaboration• Leadership

Phoeniz, Az

Provided high-quality service solutions in order to meet project requests and customer requirements.• Developed and implemented detailed project plans to monitor and track project processes• Drove project process to ensure timely and quality deliverables to the customer• Responsible for project staffing and resource scheduling to fulfill the work necessary for customer requested projects• Created process documentation that outlined program management responsibilities, new hire training and common practices• Provided administrative support to Professional Services team in regards to scheduling, reporting and research• Interacted with various department managers to discuss staffing resources. Provided them with feedback regarding resources to ensure project work is being completed to the expected standards of the customer.

Phoeniz, Az

As the Director of Client Services, it was my responsibility to oversee and manage the relationship between our company and the client. My role allowed me the opportunity to build lasting relationships with the client to ensure they were satisfied with the services being provided to them. • Acted as primary point of contact for all client vendor management for operational issues enterprise wide• Responsible for coordinating and leading client-facing meetings including weekly/monthly business reviews that face internal and external executives• Developed presentations, communicated findings and made recommendations internally, as well as to the client• Coordinated and monitored the scheduling and technical performance of programs facing both internally and externally at the respective sites• Ensured strategic programs and projects were completed on time and within budget• Handled client initiated escalations and coordinated overall responses• Provided recommendations to Site Director and local Operations Management on areas for further improved performance• Identified knowledge/skill/execution gaps at the sites and shared findings and suggestions with ARRIS executive leadership

Tempe, Az

Responsible for driving the call center performance through trainer development in order to provide a consistent, world class training delivery of both new hire and continued education programs.• Worked with Operations and the Planning and Forecasting group to schedule the delivery of new hire classes and continued education curriculum across all call center sites• Oversaw the delivery of training programs both directly and indirectly to ensure the quality and consistency in work product• Managed trainers including payroll, personal development, scheduling, and related responsibilities• Conducted training audits for individual trainers as part of an on-going development model• Partnered with the Training Development team to offer feedback, assist in development of training and drive overall performance• Compiled reporting to include student and trainer performance, attrition data and production performance trending related to both new hire and continued education programs• Developed and implemented internal systems and procedures to ensure cost effectiveness, consistency and continuous improvement of training• Worked with Client Services and business partners to address training concerns and/or needs regarding training initiatives and execution• Facilitated training sessions as needed to cover business needs and promote positive trainer development by example

Tempe, Az

Hired on externally to lead growing team of Technical Trainers that trained new employees on computer functionality, technical troubleshooting and providing best of class service to customers.• Integrated technology across curriculum providing additional resources and enabling hands-on use of CRM training environment• Provided daily/weekly updates to managers, CEO and other departments for individual agents via spreadsheets and emailed reports• Trained new employees on computer functionality, phone use and effectively using primary company database• Maintained a professional, yet friendly atmosphere for trainees to effectively learn and develop their skills for providing exceptional care for our Customers• Represented ARRIS in a positive and professional manner

Scottsdale, Az

Responsible for supporting a growing sales staff of 60+ recruiters to ensure their technology was running smoothly to be successful in their job. • Provided technical support for growing office of 60+ employees through answering database and software questions, resolving computer & phone issues and working with vendors to solve technical problems• Trained entire staff on operational use of newly installed phone system (March, 2011) • Trained new employees on computer use and functionality, CRM database, phone, phone system, and iPod use • Videotaped presentations, meetings and training information to create movies for training/educational purposes• Created, managed and maintained company information for social networking site as well as the company website • Installed, configured, troubleshot and resolved all hardware issues on workstations, servers (3 total), laptops, printers, scanners, copiers, network faxing, hand-held devices, routers, switches, VPN’s, and wireless connectivity issues via phones • Provided constant and effective communication with employees regarding their technical issues/concerns and time frames for getting them resolved • Performed preventative and daily maintenance on servers and workstations

Scottsdale, Az

Provided administrative support to the President, managers and sales associates.• Maintained files, processed and responded to emails and information requests, and managed calendar of events for the day/week/month• Created informational brochures, flyer's and special event announcements, proofread all printed material in department • Demonstrated resourcefulness and leadership in accommodating and handling a wide range of inquires and requests from employees in a prompt, organized and friendly manner • Produced daily spreadsheets updating billing and performance related statistics