Darrell Brown

About Darrell Brown

Results-driven manager with twenty years of experience in call center sales management, driving core performance indexes, managing multiple inter-agency teams (Team Managers, Workforce Management, Training, and Development, and Operations), including more than 16 years of leadership experience in a high-volume call center environment. Skilled as an internal consultant with the ability to analyze existing operations and implement strategies, processes, and technologies that improve the productivity and efficiency of the call center. Experienced leader with superior interpersonal and business acumen. There is a solid history of building productive relationships across a multi-office operation.

Experience

1. Call Center Director

   Pull-A-Part

   May 2017 — Present · Atlanta, GE

   Responsible for managing the day-to-day operations of a multi-channel service center location to ensure that each of the key performance indexes is consistently at or above monthly and quarterly targets. Gained experience includes managing the transition of the operation from an internal call center to a 100% remote working operation.• Manage a group of 75 Call Center Agents between Sales, Customer Service, Third-Party, and dispatch operations.• 7 years of consistently meeting and exceeding sales targets and customer sales and satisfaction indexes. • Key partner in the redesigned IVR and a CRM that more effectively managed a seamless customer experience.• Redefined job responsibilities of key agent roles into a sales channel with consistent conversion rate success.• Developed an agent-level scorecard system that measures attendance, call quality, adherence & and sales metrics. • Hired and mentored six supervisors to sustain improved center metrics and foster a quality work environment. • Handle all facets of performance management including performance evaluations and corrective actions. • Utilized reports, metrics, and multiple data sources to understand controllable factors that guided the operation. • Developed, implemented, and managed the agent incentive & and rewards program that highly motivated agents. • Regularly collaborate with Human Resources to ensure complete compliance with state & and federal guidelines • Regularly partner with Information Technology to resolve high-end issues that affect the customer experience. • Regularly partner with a retail store and its regional managers to resolve complex customer inquiries.

Education

• Langston University

  Bachelor of Fine Arts - BFA, Broadcast Journalism