Orlando Brown Email & Phone Number

Pittsburgh, Pennsylvania, Us

Execute operating plan and communicate strategies to 125 person operations staff responsible for healthcare product delivery utilizing Intelligent Optical Character Recognition (IOCR). Provide consultation and advice to service partners and senior executive leadership by identifying and influencing strategic improvement initiatives for the operations group on process improvement projects. Provide effective leadership, education, coaching and consultation for managers and/or individual contributors to communicate strategy and translate into tactical operating plans.

St. Louis, Mo, Us

Manage high profile, complex projects designed to improve speed, quality and control of business processes to enhance customer and employee satisfaction. Provide clearly defined project expectations, timely delivery of critical milestones, and measurable project results to senior management and clients.

New York, Ny, Us

Provided day-to-day direction and operational leadership to a team of 6 senior managers responsible for 300+ customer service/collection associates across 2 sites, domestic and international Drove comprehensive improvement initiatives through monitoring and enhancing key performance indicators (KPIs) including call handling, quality assurance, and learning and development (L&D). Served as advisor to the executive leadership team in developing strategies to resolve execution gaps of operational processes in the customer service experience to raise awareness of potential areas of opportunity to drive positive customer and dealer satisfaction. .

New York, Ny, Us

Directed staff of 4 direct reporting supervisors responsible for 75+ associates accountable for investigation and resolution of customer escalated complaint calls and complex issues outside of the normal scope of customer service. Continuously improve company's Complaint Management System (CMS) by identifying and analyzing escalated issues trends as observed by multidisciplinary teams domestically and internationally. Identified challenges, trends, and inefficiencies in operational and staff performance for overall call center operations.

Charlotte, Nc, Us

Managed call center operations for Customer Advocacy and Collections segment of Federal Housing Administration (FHA) and Veteran Affairs (VA) government loans for 6 direct reporting supervisors responsible for over 100 agents. Provided profit forecasting, scheduling, and targeted quality assurance and training curriculums to senior leadership.

Dearborn, Michigan, Us

Led Ford Motor Company collections call center staff of 250 associates and supervisors. Devised and executed strategic and tactical action plans focused on improving financial and process performance, establishing long-term business growth, and building top performing teams to maximize profits. In charge of managing high-risk and imminent default financial exposure for over 200 Ford Motor Company wholesale floor planned dealerships by collaborating with executive leadership in developing strategies to identify execution gaps of operational processes in the dealership day-to-day operations.