Chris Brown

Team Manager

Overview

I am a solutions driven hands-on leader with 15 years experience in dynamic contact centres across the public and private sectors. 12 of those years building tactical and operational management experience with an eye on the strategic goal, managing and leading customer service, sales, IT and quality teams driving business forward across the UK.

Professional Qualifications

Education
Feb 2015 - Feb 2015

Diploma in Business Management & Entrepreneurship

Advanced Learning Interactive Systems Online

Gaining extensive knowledge and understanding of the principles and practices behind the following key business management subjects:

  • Corporate management
  • Operations management
  • Accounting
  • Human resources
  • Financial accounting
  • Project management
  • Key entrepreneurial skills
Aug 2014 - Sep 2014

Diploma in Strategic Management

Australian Open University

Learned about the principles of strategic management, including:

  • How organisations use strategic management
  • Strategic management theories and processes
  • How to apply Porters Five Forces Model and use it for business analysis
  • Potential strategic positions for organisations
  • Scanning, monitoring and analysing industries and markets for signs of strategic shift
  • Competitive strategic management strategies, including:
  • The bargaining power of buyers and suppliers
  • Competitor analysis
  • Management errors, including:
  • Management biases, commitment errors, and reasoning errors
  • How to improve strategic decision making
May 2011 - Apr 2012

Level 3 Diploma in First Line management

Chartered Management Institute

Building on my existing skills, I studied management and leadership
including:

  • Meeting Stakeholder needs
  • Managing and Communicating Information
  • Managing Quality and Information
  • Developing Individuals and Teams
  • Improving Team Performance
  • Continual Improvement

Work History

Work History
Mar 2008 - Present

Team Manager

HM Revenue & Customs

I manage, lead and support teams of staff supporting external customers in a busy and driven contact centre. I work with my team continually improving quality outputs to meet KPIs. I engage with staff challenging low value processes, problem solving solutions and implementing improvements for the customer and stakeholders.

Jul 2006 - Mar 2008

Quality Support Analyst (Management role)

HM Revenue & Customs

I successfully led and supported my team improving quality processes for managers and staff to measure customer satisfaction. Driving through the necessary changes and persevering obstacles I delivered a 40% increase in quality results across the business.

2004 - 2006

Technical Support Leader

British Telecom (through Manpower)

Leading and managing a small team responsible for troubleshooting all telephony and software on site. Gained experience in resolving issues with ISDN, PBX, Windows Server, DNS, HTTP and SMTP. Experience in other MS technologies including SQL, Exchange, Access, OS installation, system backup and recovery, remote access and AV support.

2002 - 2004

Various roles

ClientLogic

BTOpenworld - B2B High Level Complaints resolution
Owning and resolving all telephony and broadband complaints for SME, national and international business owners
BTOpenworld - Deputy Team Leader
Leading and managing a large team of customer service advisers including recruitment, retention, training and development.
Barclaycard - Account Coordinator
Leading and managing new campaigns, fulfillment and telephony end to end.

1999 - 2002

Deputy Team Leader

British Telecom (BT) through Search Consultancy

BSkyB - Customer Service Team Leader
Leading and managing a large team of customer service advisers including recruitment, retention, training and development.
London Electricity - Outbound sales Team Leader and Sales Trainer
Leading and managing a large outbound sales team including recruitment, retention, and development. I was also responsible for training 100 staff and 10 managers in this regulated industry.
Scottish Southern Electric - Outbound sales Team Leader and Sales Trainer
Leading and managing a large outbound sales team including recruitment, retention, and development. I was also responsible for training 20 staff and 5 managers in this regulated industry.
BTCellnet - Outbound Sales Manager
Managing and leading a team of 30 staff outbound calling domestic and business customers successfully selling the latest mobile handsets and upselling peripherals.
Pizza Hut - Customer Service Adviser
Processing customer’s inbound orders and upselling current deals.

1991 - 1999

Direct Sales Adviser

NRG Marketing

Promoting products and services to the domestic and commercial market face to face.

Certifications

Certifications
2012 - Present

Member Chartered Management Institute

Chartered Management Institute
Awarded for a minimum of 5 years management experience judged by CMI as commensurate to the qualification.
2011 - 2012

Associate Chartered Management Institute

Chartered Management Institute
Associate status awarded while studying Level 3 Diploma in front line Management

Skills

Skills

Project Management

I use various methodologies including PRINCE2 and Agile to manage and lead small to mid sized projects to a successful conclusion. 

Problem Solving

Experience using various methodologies to facilitate and support staff to find profitable and sustainable solutions across teams and organisations to improve the internal and external customer experience.

Staff Development

My role is to create new managers and leaders; I achieve this through mentoring, training, delegation and training.

Communication

Whether sharing the future, engaging with staff and customers or delivering difficult messages, I communicate the right message to the right audience at the right time with the desired effect.

Risk Optimization

As the business environment is starting to get back on it's feet, I use risk optimization as opposed to risk management to fine tune solutions that are both economically and ethically sound.

Innovation

I use my skills and experience to experiment with new technology and ideas in order to continually improve my business for the benefit of stakeholders and the customer.