Michael Brown Email & Phone Number

Miramar, Florida, United States

• Spearheaded a project to reduce invalid repairs by 77%, cutting monthly occurrences through targeted training initiatives and process enhancements.• Facilitated workshops to address key call drivers, increasing first-call resolution rates from 75% to 85%.• Mentored and coached bottom-quartile call center agents, reducing average handling time from 1,100 to 750 seconds.• Guided underperforming agents in soft skill development, raising customer engagement scores from 80% to 90%.

Remote

• Collaborated with recruitment teams to minimize early employee turnover, improving retention rates by 6%.• Optimized training materials with the Instructional Design team, eliminating 20% of redundant content. • Provided targeted coaching to new hire agents, surpassing customer engagement goals and driving an additional 200 sales units in four months. • Led a team of Training Delivery Specialists, contributing to a 10-point Net Promoter Score improvement.

Miami, Florida, United States

• Streamlined communication between business groups, reducing day-one no-shows by 5%.• Accelerated new hire ramp-up time, achieving proficiency in five weeks compared to the standard eight-week timeline.• Ranked consistently in the top 5% for new hire performance, excelling in sales metrics and employee retention.

Miami-Fort Lauderdale Area

• Coached team members to elevate customer engagement skills, driving a 5-10% increase in sales per 100 interactions.• Designed performance tracking reports, reducing chat resolution times by 20% within two months.• Contributed to a 12% improvement in first-call resolution rates through strategic second-level support.

Tampa, Florida, United States

• Enhanced training and professional growth of Lead Support Professionals, reducing manager escalations by 20%.• Delivered critical updates on protocols, initiatives, and policies to ensure team alignment.

Tampa, Florida, United States

• Delivered targeted training programs, improving resolution rates from 70% to 80%.• Ensured exceptional client experiences, achieving monthly CSAT scores exceeding 85%.

Tampa, Florida, United States

• Resolved 90% of technical issues for local desktop and remote laptop associates.• Supported 11 contact centers, achieving a first call-resolution rate of 75%.• Provided exceptional customer service through 400+ monthly inbound calls averaging 480 seconds handle time.