Dena Brown PMP, PHR

Experience

• 

  Verizon Wireless

  Feb 2003 - Jul 2010

  Quality Assurance Analyst-Technical Support and Customer Care

  Responsibilities include:Works closely with Associate Directors and Supervisors to identify trends and lead department calibrations.Monitors NPS and CSTS transactional surveys and uses feedback to make process improvements.Practice performing multiple transactional review audits as the subject matter expert to ensure compliance within Verizon Wireless business practices and financials.Responsible for monitoring and coaching call center representatives on their recorded calls as well as live side by side coaching.Develop Call Center Communications such as Quality tips and call center surveys for the Quality Incentives program.Accurately applying the Quality methodology and actively leading calibration sessions to ensure consistency throughout the center while ensuring SLAs are metMake recommendations to upper management for solutions to service level, call-in rate impactors, and proactively looking for opportunities to improve center performance with broken process suggestions.Point of contact and maintains good working relationships with all levels of management.Responsible for conducting presentations and training for new hire classes.Collaborate to roll out call center QA based incentives to raise CSTS and NPS standings.Ability to multi-task and complete individual assignments early in order to assist other team members.Acts as a role model by demonstrating strong communications skills, sound judgment and work ethics regarding policies, procedures and guidelines.Cross trained and assists within the Work Force Management department and assist with scheduling and call in rate objectiveProven ability to work independently and with little supervision. Show less

• 

  Ceridian

  Aug 2010 - Apr 2021

  Oversees Ceridian's global quality program for Managed Services, SaaS and various other books of business as well as offshore vendors.Process owner for launching the quality and incentive program for internal locations and 3rd party vendors. Manages the North American team of Quality Coaches, Auditors and Analysts.Manages the NPS client satisfaction coaching and trending analysis.Manages the Quality Reporting and data trending sites.Works closely with the senior executive leadership team and collaborates with clients and vendors for a consistent and repeatable and reliable experience.Leads client calibrations.Works on the integration and roll out of new Quality and WFO software. Show less Oversees international quality assurance. Process owner for launching the quality program for internal locations and vendors.  Assigns and manages team work assignments; Ensures that the team adheres to processes and best practices. Partners with Support Management to continuously improve efficiency, and quality of service to customers. Stabilizes client relationships. Works collaboratively and professionally with cross-functional teams to create positive service outcomes. Analyzes trends to identify and close training gaps and make Knowledge Base improvements. Trains all levels of management on Quality criteria and Quality reporting tools.  Provides guidance to leadership teams throughout the organization. Conducts calibration sessions and focus groups with Support Management Team and clients to ensure teams are in alignment with criteria, guidelines and scoring methodology. Provides accurate and timely status updates to keep management fully informed on quality processes. Authors quality auditing criteria for all Ceridian books of business such as our Dayforce suite. Removes barriers and limitations by engaging functional teams to better service our customers. Works closely with some of the worlds largest companies to build our quality criteria to suit their business needs as their payroll company. leads team in U.A.T testing for Quality and WFM products. Part of the vendor selection committee for new Telecom and recording systems.  Encourages teams career progression while setting yearly goals. conducts yearly performance appraisals and merit increases. Uses a variety of tools and information gained from internal resources combined with best practices to produce an effective solution.Steering committee member for the Ceridian YOUnity community which celebrates diversity in the Ceridian workplace globally. Show less Responsible for hiring, training, coaching, and managing contact center agents who act as Human Resources generalists. Works with WFO to meet client SLAs. Manages the rewards and recognition program by creating monthly contests and incentives to promote outstanding quality and NPS results.Consults with functional leaders and clients to align process improvement efforts with core business goals and objectives.Setting QA compliance objectives and ensuring that targets are achieved while maintaining awareness of the business context and company profitability in a human resources and payroll environment.Assigns work to quality specialists and ensures monitoring goals are met.Designs a data collection strategy to develop, collect, analyze, report, and measure the Quality Improvement Initiatives. Responsible for conducting presentations and training for new hire classes.Develops relationships and ensures regular communication with member organizations and other key stakeholdersConducts weekly status calls with over 20 clients acting as a customer success manager to ensure the clients feel they have a significant ROI. Leads calibration calls between Ceridian and their clients for process improvements. Show less

  • Global Operations Support Manager - QA

    Nov 2018 - Apr 2021

  • North American Quality Manager - Operations

    Aug 2017 - Oct 2018

  • Human Resources Outsourcing (HRO) Coach

    Aug 2010 - Aug 2017
• 

  Dayforce

  Apr 2021 - May 2024

  Senior Manager of Global Quality - Learning and Performance

  Managed a large global team of Quality Auditors, Analysts, Trainers and People Leaders. Responsible for auditing, trending, training, coaching, reporting, and root cause analysis for 8 business units including Managed Services, SaaS, Payroll, Benefits, and Tax. The team audits omni-channel client interactions, social media, and Salesforce/CRM tickets. Leads Quality Calibrations internally and externally for clients and offshore vendors. Administers the Quality software and Certification program. Reviews NPS for client satisfaction metrics. Sets and adheres to corporate KPI's. Drives client retention through root cause analysis and enterprise projects. Managed vendor quality programs (FIS, Tata Consultancy). Frequently traveled to team locations to foster and build solid working relationships.Professional Involvement:Co-Chair, Women's Network (2020 - 2024)Played a key leadership role in co-chairing a dynamic Women's Network, fostering a supportive and empowering community within the organization.Collaborated with fellow leaders to organize events, workshops, and initiatives aimed at promoting professional development and inclusivity.Community Engagement:Grants Committee Member, [Ceridian Cares] (2020 - 2024)Served as a dedicated board member for Dayforce's charity, contributing to strategic decision-making and actively participating in initiatives to support the organization's mission.Engaged in fundraising activities, community outreach, and volunteer coordination to drive the charity's impact within the local community. Show less