Norman Brown

As the Senior Director of Client & Customer Experience, I spearhead transformative strategies that elevate the customer journey and drive business success. With a proven track record in implementing comprehensive Voice of the Customer (VoC) strategies, I ensure that client insights directly inform and enhance our service delivery. My expertise extends to executing on a robust digital servicing strategy, which has significantly improved our online engagement, digital payment collections, and customer satisfaction metrics. Additionally, I lead the development and execution of customer service training and quality programs, empowering teams to deliver exceptional service consistently. I also manage new product implementations, ensuring seamless integration and adoption that meet and exceed client expectations. My passion lies in creating a customer-centric culture that fosters loyalty and growth, aligning closely with organizational goals.

Strategic branding firm for small businesses and start-ups. Industries supported include sustainability, healthcare, biotech, home improvement, and service-driven businesses. Provide tailored online brand development, inbound marketing, and social media content. • Deliver content management for small businesses looking to improve their brand image. • Implement online business presence with social media platform integrations. • Small business brand development through use of web page content, blog articles, eBooks, and white papers.

Strategic leader for multiple departments in service organization for managed care customers: 250 seat Customer Service Department, Claims Administration, Client Billing, Enrollment, and leadership development. • Optimized Customer Service organization responsible for 3-million inbound calls per year with zero missed performance guaranties or service commitments over the tenure in the role. • Enhanced customer satisfaction through the implementation of proactive and predictive de-escalation programs. • Drove 50% decrease in Claim Department inventories year-over-year through improved operational transparency and proactive management. • Improved EDI claim throughput, processing efficiency, and auto-adjudication rates. • Implemented Client Billing enhancements resulting in improved quality and system performance. • Developed and managed operational budget and forecasting models for call center, claims, and manufacturing. Delivered $20M in operating expense under budget without impact to service levels.

Provided Customer Service project management leadership for technology and operational improvement solutions through Project Management Institute PMLC disciplines. • Deployed enterprise customer-centric IVR strategy on time and on budget. The $10.1 million Program included all aspects of execution from Business Case and requirements definition through testing. • Drove enterprise consolidation of disparate Aspect and Avaya Automated Call Distributor (ACD) Systems as well as supporting infrastructure such as Witness, IEX client, and ACD reporting on time. • Multiple years of experience in business process outsourcing (BPO) functions such as customer service phone call and email handling with both onshore and offshore vendors. • Extensive experience generating, negotiating, and managing vendor relationships through RFP, RFI, SOW, and Service Agreement execution for both technology and business processes.

• Developed new-hire training methodology that consistently delivered exceptional quality and performance levels. Associate performance achieved peak within six weeks versus the twelve-week standard. • Supported strategic workforce management solution implementation across 4,000 agents. • Designed and implemented performance management methodology that took historically poor performers and turned them into some of the best in the site. Result was that many agents that had previously struggled had improved to where they were consistently earning performance bonuses and working as mentors.

• Coached, motivated, and managed multiple supervisor teams responsible for front-line agents as well as staffing and scheduling. • Successfully implemented customer IVR solution ahead of schedule and on budget with applications servicing members and providers. • Delivered department-specific sales presentation to prospective clients showcasing customer service organization and how value would be maximized by going with the Cole organization. • Managed telecom migration for business acquisitions from MetLife with zero customer impact.