Devin Brown

Background

About Devin Brown

With nearly 20 years of experience in the telecommunications industry, I am a seasoned senior leader who drives operational excellence and continuous improvement across multiple teams and functions. I have been fortunate enough to both directly and indirectly lead a multitude of teams on both business operations and IT system development providing value driven solutions. I also hold certification in Lean Six Sigma and have extensive working knowledge of Agile methodologies and practices. As a Senior Manager of Intake, Enablement, Training and Communications, I was responsible for leading teams in the intake and enablement of projects, definition and resolution of risk, impact, and change management opportunities, and developing knowledge and learning strategies to enhance the success of initiatives. In this capacity I also developed, initiated and managed the project portfolio team for the operations teams nationally ensuring all projects were visible to our senior leaders and that they aligned with the direction of the organizational needs as we navigated through acquisition. I also served as a Product Owner and an Organizational Change Leader, identifying process improvements and automation opportunities, increasing productivity and efficiency, and supporting the transformation of Shaw into a world-class organization. This included the initiation, planning and execution of the Customer Engagement Platform allowing customers to see and interact with their booked appointments and technicians utilizing a mobile SMS platform. This initiative both increased overall customer satisfaction of customers and decreased over all call volumes into our contact centers therefore saving on support costs. I am passionate about mentoring and empowering my teams, fostering a culture of collaboration and innovation, and delivering value to our customers and stakeholders.