Craig Brown

About Craig Brown

Operations and retail leadership professional with 12+ years of experience leading high-volume environments, large frontline teams, and customer-facing technical service operations.Proven track record managing workforces of up to 80 associates, developing frontline leaders, and driving measurable performance across safety, productivity, quality, and customer satisfaction metrics. Experienced in Lean process improvement, workforce planning, and cross-functional collaboration within fast-paced corporate and retail organizations.I bring a hands-on leadership style focused on accountability, operational efficiency, and team development. My background spans enterprise operations leadership, retail management, technical service delivery, and regulated government environments.Core strengths include:• Operations & Fulfillment Leadership• Workforce Management & Leadership Development• KPI & Performance Metrics Ownership• Retail & Multi-Unit Operations• Process Improvement (Lean Methods)• P&L and Sales Performance Management• Inventory & Asset Lifecycle Oversight• Technical Repair & Service Operations• Cross-Functional Team Leadership• Safety, Compliance & Quality StandardsI’m currently seeking leadership opportunities in operations management, retail district leadership, and service operations where I can drive performance, build strong teams, and improve operational outcomes.

Experience

1. Contact Center Agent

   Internal Revenue Service

   Nov 2025 — Present · Philadelphia, PA, US

   Provide front-line support to taxpayers, resolving complex account issues and ensuring compliance with federal tax regulations and procedures. Manage high-volume caseloads while maintaining accuracy, professionalism, and service standards. Interpret policies and apply regulatory guidance to resolve sensitive financial matters.

Education

• University of Maryland Eastern Shore

  3 years of 4 year bachelor's, Mass Communication/Media Studies

  2002 — 2005

• Martin Luther King highschool

  Diploma, Academics plus

  1998 — 2001

Skills

• Windows Operating Systems
• Help Desk Support
• Customer Retention
• Microsoft Office
• Sales
• Customer Service
• Customer Satisfaction
• Human Resources
• Shipping
• Document Imaging
• Administrative Assistants
• Technical Assistance
• Hipaa
• Technical Support
• Goal Oriented
• Adobe Acrobat
• Networking
• Supply Chain Management
• IT Operations
• Strategic Planning
• Inventory Management
• Administrative Assistance
• Inventory Control
• Employee Training
• Photoshop
• Security
• Executive Administrative Assistance
• Management
• Customer Experience
• Shipping/Receiving
• Medical Devices
• Social Networking
• Manufacturing
• Warehousing
• Microsoft Excel
• Time Management
• Public Speaking
• Customer Support
• Sound
• Access