BernardBrownResume3
- 1. Bernard E. Brown _______________________________________________ 1841 Brush Hill RD. (904)868-9288 (Cell) Jacksonville, FL 32211 brownarts@yahoo.com Professional Summary 26 years of industry experience in leadership and supervising in call centers and production environments. Highly motivated, results oriented individual with an excellent reputation in leadership, client relations and employee development. I am a highly organized professional, with proven follow-up skills. Reputation for being detail oriented and managing to achieve the highest operating standards possible. I have outstanding oral and written communication skills. Sound judgment and negotiation skills. Professional Experience Intuition Inc. 2013 – Present Jacksonville, FL Bill2Pay – Supervisor II • Supervise the daily operation of lockbox services for JEA, Duval County Tax Collector and seven College Pre-Paid Savings client. • Key point of contact for all client and vendor relations. • Supported the implementation of 3 lockbox accounts for Duval County Tax Collector. • Proficient knowledge of Image Cash Letter processing and Remote Deposits. • Proficient knowledge of Opex 7200, AS180, 780 and Bancorp, Transport 750. • Disaster Recovery and Continuity of Business point of contact for multiple sites. • Ensure auditory compliance of industry standards for lockbox operations in Jacksonville. Citibank 1999 – 2013 Jacksonville, Fl (AVP) SENIOR SUPERVISOR – CUSTOMER SERVICE The Home Depot • Primary responsibilities involve supervising 26 work-from-home associates and one American with Disabilities(ADA) associate for a Retail Private Label inbound call center environment. • Coaching and developing associates to achieve optimal performance in the areas of quality, call efficiencies and compliance to regulatory guidelines in a customer service team setting. • Partner with training and associates to identify opportunities for process improvements. • Conduct monthly, quarterly and annual performance reviews with emphasis on performance improvements and career development. • Review and analyze various performance reports such as CMS, Availability, Adherence and Customer Satisfaction Surveys to ensure departmental goals are achieved in all areas.
- 2. Bernard E. Brown Page 2 • Participate in call calibration sessions to ensure call monitors are evaluated consistently within the department. • Project focal for business initiatives involving the Work at Home project, system releases/upgrades, liaison with HR for new hires and cross-site process improvements. • Support Continuity of Business (COB) for The Home Depot to ensure compliant with company disaster readiness processes. • Performed similar supervisor roles in two other departments for Bankcard and Business Cards. Prudential Insurance, Jacksonville, FL – Unit Manager 1998 - 1999 CONVERGYS CORPORATION, Jacksonville, FL – Unit Manager 1995 -1998 AT&T UNIVERSAL CARDS SERVICES, JACKSONVILLE, FL 1992-1995 AT&T AMERICAN TRANSTECH, JACKSONVILLE, FL 1983- 1992 Education Florida Real Estate Institute Inc 2006 - 2006 Real Estate Sales Associate University of North Florida 1989 – 1991 Division of Continuing Education Certificate – Paralegal Studies The Dale Carnegie Course 1988 – 1988 “Effective Speaking and Human Relations” Florida Community College of Jacksonville 1981 – 1986 Jacksonville, Fl Data Processing