Patrice Brown Email and Phone Number

Play a vital role in improving divisional efficiency and effectiveness through strategic planning, data analytics, partnership development, advising senior officials, and effective planning and budgeting.

• Executed, and implemented billing policies and procedures related to shipment and transportation pricing • Built strong internal relationships with leaders of Client Services, Operations, and Finance team to correctly provide clients with the agreed-upon rates for each service contract • Worked with Implementation Services related to a new client onboarding to ensure executed pricing accurately reflected in systems and resulted in accurate invoicing• Took ownership of all billing functions including weekly review and execution, trend reporting, and coordination of ad hoc billing projects

• Developed a training program and training materials for new APAC, Latin America, and European client support team• Traveled to India, Mexico, and The Netherlands to train new international client support team on daily logistics operations• Trained remote workers on Logistics Call Center operations • Provided refresher training to US and international team on new or revised processes, procedures, and client business rules

• Managed Calix retrofit project by effectively maintaining a daily tracker of inventory, shipments, and returns from twelve of their customer’s warehouses • Worked closely with Calix’s Sales department, Retrofit Account Manager, and Technical teams to resolve issues pertaining to manufacture repair delays, low inventory levels, and customer technical concerns about the product • Generated and managed network audit report using Calix’s Access Analyze and Oracle platforms• Collaborated daily with Calix program manager to maintain a cohesive project timeline and project scope

• Facilitated training for all members during the company restructure. Created team-specific gap analysis to develop training programs. Administered real-time and structured classroom training. • Provided close out testing and status reports to the Business Unit Leader and Core Team Lead • Responsible for managing day-to-day client requests and maintaining client relationships with our client Fujitsu. Conducted weekly meetings with Fujitsu team to address any action items and provide training when needed• Work closely with Business Unit Leader and Core Team Leader to ensure proper service levels are maintained • Tracked, resolved, and provide corrective action plans for customer issues/problems to ensure proactive client management• Work alongside HR to help create a 30, 60, 90-day training program for employee development. Train new hires and current employees on day to day operational functions• Responsible for updating and maintaining client business rules on our company’s portal page

• Assisted in the development of the QA department by creating a foundation as to how calls and emails should be evaluated• Supervised the QA department. Reviewed all calls and emails graded by QA agents before providing feedback to Call Center representatives • Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings • Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring• Create procedural changes and training opportunities to help minimize common errors made by agents• Provide monthly feedback to 30 agents individually to discuss compliance and better technique to provide the best customer experience

• Supervised a team of 10-20 agents daily. Oversaw their breaks, lunches, and daily task assignments. • Investigated and resolved escalated or difficult customer service complaints by providing clients with the best alternatives for a speedy delivery• Collaborated with the Client Support team to implement new policies and procedures that will match our clients specialize needs • Dramatically reduced the GLC failure report by assigning agents to monitor specific client local drive orders and reviewed all the status updates sent out by the agent• Ensured individual agents performed against their targets by providing the necessary coaching• Presented performance reviews to the assigned Call Center manager

• Used Excel spreadsheets to tabulate the cost of our client’s delivery orders based on the mileage, service category, and rate agreement• Solely responsible for reviewing and calculating invoices for clients that shipped products within the APAC region • Worked with international vendors to help provide the best possible rate for overseas shipments• Reviewed invoices sent by flight couriers to accurately bill clients for special Next Flight Out orders• Trained new employees on billing formulas, concepts, and processes

• Accurately processed client’s shipments orders placed over the phone or via email• Provided clients with alternative delivery options if parts were not located within driving distance• Monitored step-by-step delivery processes. Periodically called warehouses for driver status and entered driver’s pick-up time, midway status, and proof of delivery information into the Choice Unix system• Troubleshoot any warehouse issues regarding part discrepancies, inbounding of parts, and lost/misplaced parts

• Reviewed residential loan application to verify that application data was completed and met the recommended standards, including type and amount of mortgage; borrow assets, liabilities, and length of employment• Called credit bureau and employer to verify accuracy of information• Prepared loan application forms, using Calyx point software• Called specified companies to obtain property abstract, survey, and appraisal• Informed supervisor of any discrepancies in title• Submitted mortgage loan application file for underwriting approval• Submitted approved mortgage loan file to mortgage loan closer

• Obtained 15 new property listings within my first week of employment• Formed relationships with other agents to assist in the purchase and sale of homes• Worked closely with clients to offer helpful services and advice to prevent any delays during the closing process• Effectively showed residential properties to potential buyers and had a 90% closing rate• Acted as an intermediary in negotiations between buyers and sellers, generally representing one or the other

• Balanced vault cash and ATM cash • Performed monthly and daily audits of Money Orders, Bank Checks, and American Express negotiable• Followed Policies and Procedures with teller cash balancing • Conducted follow up as needed to ensure customer satisfaction• Provided all customers with courteous and efficient responses to all inquiries• Analyzed transactions and made adjustments as needed• Met and exceeded personal sales goals and actively participated in all branch sales and marketing activities

• Managed headcount reporting• Verified open positions with HR recruiting • Reviewed all offers and transfers into the department• Maintained Organizational Charts• Assisted with Space planning• Reviewed and approved all office supplies orders and distribution to staff