Vivian Brown

Background

About Vivian Brown

OVERVIEW: An accomplished and seasoned Operations & Sales leader with multifaceted experience of over 20 years in leading large contact center operations, driving business growth, enhancing customer experience and building world class capabilities for the organization via process excellence, strategic planning, technological breakthroughs and cost optimization. A thorough professional with expertise in Contact Center and back-end Operations, Sales, Six-Sigma Quality and Business Continuity functions entailing - o Creation of Operating Playbook to drive process excellence, TAT optimization and customer delight in large contact center environment o Launching new products and services to drive market leadership and enhancing profitability o Providing a robust operations platform with best-in-class go-to market strategies o Keeping abreast of market trends and competitor moves to achieve market-share metrics o Customer relationship and Supply Chain management to ensure operational excellence CORE COMPETENCIES:# Formulation of strategic playbooks for product / process optimization and standardization with a view to drive competitive advantage # Delivering business plans for different product & service categories with six-sigma rigor & focus on providing first-mover advantage to the organization # Driving service delivery excellence by implementing world class projects / process improvements based on external trends & the voice-of-customer # Strategizing long term business goals for maximum profitability in line with corporate strategies # Driving growth & cost optimization by identification of new business opportunities # Leading & supporting Quality projects for process excellence # Leading large & diverse teams in both centralized & de-centralized environments with focus towards a common objective # Ensuring team cohesion, motivation, coaching & mentoring via usage of leadership tools such as Situational Leadership, Emotional Resilience & GROW models