STAR BROWN
Greensboro
Summary
Dynamic Customer Service Manager with a proven track record at Elevance Health, excelling in staff training and development while driving operational efficiency mitigating operational risks. Recognized for implementing comprehensive training programs and enhancing interdepartmental collaboration, resulting in improved performance metrics and customer satisfaction. Adept at creative problem-solving and risk management to achieve strategic goals.
Overview
29
29
years of professional experience
Work History
GBD CUSTOMER SERVICE MANAGER II
Elevance Health
06.2019 - Current
- Established policies and procedures to enhance operational efficiency.
- Developed and executed work plans to achieve targeted operational results.
- Mentored junior managers, fostering professional growth and development.
- Acted as subject matter expert for multiple departments, supporting company-wide initiatives.
- Managed diverse functions with significant fiscal accountability beyond routine costs.
- Conducted audits to ensure compliance with policies and monitor operational efficiency.
- Prepared specialized reports to inform strategic decision-making.
- Hired, trained, and evaluated performance of direct reports, achieving 100% fill rates for training classes.
- Successfully implemented the Standard Plan in NC for the NCC.
- Took a comprehensive approach in preparing for CFSP readiness for Medicaid in North Carolina to ensure everything aligns with contractual requirements i.e., understanding compliance standards, documenting processes and procedures, staff training, regular audits and assessments, stakeholder communication, and risk management.
CONSUMER CARE MANAGER
Lincoln Financial Group
12.2017 - 12.2018
- Enhanced organizational initiatives by supporting and positively influencing team members.
- Developed strong relationships with internal and external partners, including key distribution partners.
- Provided analysis and negotiation for resolution of customer and producer disputes.
- Maintained comprehensive knowledge of products, regulations, and operational procedures.
- Served as a resource for team members on complex assignments within assigned areas.
- Managed workloads in assigned areas to ensure appropriate balance among team members.
- Hired and retained top talent for designated areas of responsibility.
- Implemented tailored training plans based on team assessments.
CONSUMER CARE MANAGER
Tempur Sealy Intl
06.2015 - 12.2017
- Directed daily customer service operations to meet performance metrics and goals.
- Held employees accountable for achieving service levels, quality, and productivity targets.
- Resolved customer inquiries regarding products, policies, and services provided.
- Recommended effective solutions to customer issues through research and informed decision-making.
- Handled escalated calls from customers, ensuring prompt resolution of concerns.
- Standardized procedures to enhance operational efficiency and foster continuous improvement.
- Collaborated with Training and Quality Manager to develop training programs enhancing workforce efficiency.
- Monitored employee performance for technical accuracy and adherence to company policies.
HR/TRAINING MANAGER
Acucote
03.2013 - 06.2015
- Developed succession plans and promotion paths for all staff members.
- Increased retention for full-time employees by 93% within first year of employment.
- Spearheaded design and implementation of comprehensive training programs to enhance productivity and morale.
- Managed new employee orientation training process for over 250 employees annually.
- Authored employee manual detailing policies, disciplinary procedures, and benefits information.
- Directed job fairs to attract local talent for long-term and temporary positions.
- Analyzed training needs and created multimedia educational materials, workshops, and manuals.
- Monitored performance reviews to ensure timely completion across the organization.
BUSINESS TRAINER/OPERATIONS MANAGER
Conduit Global
01.2013 - 03.2014
- Facilitated training for 24-30 new call center agents, enhancing onboarding experience.
- Conducted counseling sessions to address disciplinary and performance issues.
- Identified knowledge gaps among new hires and tenured representatives for targeted improvement.
- Developed innovative strategies for process enhancement and learner retention.
- Executed refresher courses during transition to production for skill reinforcement.
- Performed administrative duties, including updating learner timesheets and tracking classroom attendance.
- Served as Subject Matter Expert for Verizon post-accounts, ensuring comprehensive knowledge transfer.
- Collaborated with teams to ensure effective knowledge transfer for all agents transitioning to the call center floor.
BUSINESS TRAINER II / HR COORDINATOR
CitiCards
01.2002 - 06.2012
- Designed and delivered orientation programs to improve call center agent effectiveness through live training sessions.
- Managed Team SharePoint site to facilitate seamless information sharing and accessibility.
- Assessed staff proficiencies to identify skill gaps and recommend development opportunities.
- Developed training content for in-person and online formats, including evaluations to measure effectiveness.
- Collaborated with line managers on team projects to drive continuous improvement initiatives.
- Served as New Hire Compliance focal point, Records Retention Coordinator, and SharePoint contact.
- Deployed performance support systems to enhance training processes for 22 trainees.
- Analyzed complex reports to meet management requirements efficiently.
BOOKKEEPER/HR ADMINISTRATOR
Man Above Trucking Company
01.1997 - 01.2002
- Created reports, memos, and notices to enhance communication.
- Established and modified clerical procedures to optimize efficiency.
- Exercised judgment in scheduling drivers and performance management.
- Maintained financial records and compiled data for audits.
- Reviewed vendor invoices for accuracy and compliance.
- Oversaw and coached a team of four junior bookkeepers.
- Managed all payroll aspects, including timesheets, paychecks, and deductions.
- Handled bank reconciliation and deposit preparation.
Education
Grambling State University
Grambling, LAColdwell Banker Real Estate School
Bachelor of Science -
Licenses & Certifications
Skills
- Staff training and development
- Customer service excellence
- Interdepartmental collaboration
- Workflow management
- Process improvement
- Issue resolution
- Creative problem-solving
- Continuous improvement
- Analytical reasoning
- Ethical judgment
- Risk management
Accomplishments
- Received several impact awards for leadership, cross functional collaboration and most recently going above and beyond for our members.
Year End Review
- Received "significantly exceeds" for three years in a row on year end reviews
References
References available upon request.
Timeline
GBD CUSTOMER SERVICE MANAGER II
Elevance Health
06.2019 - Current
CONSUMER CARE MANAGER
Lincoln Financial Group
12.2017 - 12.2018
CONSUMER CARE MANAGER
Tempur Sealy Intl
06.2015 - 12.2017
HR/TRAINING MANAGER
Acucote
03.2013 - 06.2015
BUSINESS TRAINER/OPERATIONS MANAGER
Conduit Global
01.2013 - 03.2014
BUSINESS TRAINER II / HR COORDINATOR
CitiCards
01.2002 - 06.2012
BOOKKEEPER/HR ADMINISTRATOR
Man Above Trucking Company
01.1997 - 01.2002
Grambling State University
Coldwell Banker Real Estate School
Bachelor of Science -
Licenses & Certifications
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