Anthony G. Brohee

About Anthony G. Brohee

Strategic, analytical, and execution-driven leader with deep expertise in transforming customer experience, modernizing contact center technology, and driving enterprise-level initiatives that move organizations forward. I excel at the intersection of strategy and technology—translating business goals into actionable roadmaps and leading cross-functional teams to deliver measurable results.With more than two decades of experience, I’ve built a reputation for advancing complex initiatives from concept to reality. My strengths include executive-level communication, process optimization, technology strategy, and large-scale program leadership. I bring clarity, structure, and momentum to high-impact efforts that require strong organizational alignment and disciplined execution. Recently, I led the successful deployment of an \"Agent Assist\" Generative AI solution, enabling Customer Care agents to access real-time knowledge support, billing insights, and guided responses. This initiative improved operational accuracy, reduced customer friction, and lowered agent handle time, driving measurable cost optimization and advancing the organization’s AI-adoption strategy. Across my career, I’ve partnered closely with senior executives, technology teams, operations, and analytics groups to modernize platforms, elevate customer journeys, and produce multimillion-dollar performance gains. Career Highlights:• Recipient of NextEra Energy’s “MVP” Six Sigma Award, generating $2.54M NPV in business value• Designed and delivered enterprise contact center modernization and digital transformation initiatives• Led a Generative AI \"Agent Assist\" rollout to improve agent performance and service consistency• Drove omnichannel enhancements across IVR, digital (web and mobile app), and agent experiences• Modernized processes and technology in large, regulated, high-complexity environmentsCore Expertise:• Strategy Development & Enterprise Execution• Contact Center Technology & Digital Transformation• AI / Automation (Gen AI, Agentic AI, etc.)• Executive Communication & Cross-Functional Leadership• Program & Project Management (Large-Scale, Multi-Track)• Process Improvement / Six Sigma / Operational Excellence• Omnichannel Design & Customer Journey Optimization• Technology Road Mapping & Change Adoption• UI/UX, Knowledge Management & Service Design

Experience

1. Customer Experience Channels & Contact Center Tech Leader Strategy, Execution & Transformation

   Florida Power & Light

   Jan 2024 — Present

   AI-Driven CX & Contact Center Transformation • Lead enterprise-wide CX and contact center technology strategy, driving modernization across channels, agent tools, and digital touchpoints. • Spearheaded implementation of a Generative AI Agent Assist solution, enabling real-time guidance for customer care agents and improving accuracy, billing explanations, and handle-time efficiency. • Partner with senior executives, IT, analytics, and operations to shape technology roadmaps, prioritize initiatives, and ensure alignment with customer experience strategy. • Drive execution of multi-track programs including knowledge automation, digital self-service enhancements, and platform enhancements. • Build cross-functional alignment through executive-ready communication, strategic storytelling, and data-driven insights. • Lead continuous improvement efforts to optimize workflows, reduce friction, and elevate agent and customer experience.

Education

• Florida Atlantic University

  Executive Certificate in Project Management, Project Management

  2010 — 2010

• Florida International University

  Master of Business Administration - MBA

  2007 — 2009

• Florida International University

  Bachelor's Degree, Business, Management, Marketing, and Related Support Services

  2000 — 2005