Ryan Brown

Experience

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  Walt Disney World

  Jan 1997 - Jan 1999

  Guest Services - Coronado Springs Resort

  Utilizing the Seven Service Guidelines for Disney Guest service; create a memorable experience for guests of Disney's first moderate convention resort; Assist in maximizing resort occupancy by utilizing Disney's Room Assignment philosophies; Qualified Trainer; Partner with Over and Shorts manager in the monitoring of front desk Over and Shorts accounts.

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  Ritz Carlton

  Jan 1999 - Jan 2000

  Guest Services

  Conduct one on one and group training sessions utilizing, energizing, and conveying the Gold Standards of Service; Assist in creating memorable experiences by understanding guests preferences and history, in a luxury hotel environment; Responsible for maximizing hotel room occupancy and revenue, by utilizing The Ritz-Carlton room assignment philosophies.

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  Accenture

  Oct 2000 - Jun 2001

  Service Coordinator - Atlanta Ideas Exchange

  Coordinated and organized all logistics pertaining to meetings or workshops being conducted in the Atlanta Ideas Exchange, a state of the art non-market unit specific conference center, designed to bring the client and consultant together. Tasks included menu planning and catering, coordination of audio-visual equipment, maximization of conference space, room layout and design.

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  Dell Technologies

  Nov 2001 - now

  Regarded as the go-to authority for all technology-related matters within Dell Financial Services (DFS) operations, I am recognized for my expertise and dedication in navigating complex technological landscapes. My approach emphasizes the cultivation of robust relationships with colleagues responsible for executing tasks, firmly believing that success is contingent upon fostering healthy and collaborative partnerships. Whether it involves troubleshooting technical issues, implementing innovative solutions, or aligning technology with business objectives, my commitment to fostering strong relationships ensures seamless cooperation across departments and drives continuous improvement within DFS operations.With over two decades of expertise in call center operations, I am a proven leader specializing in self-service solutions, IVR implementation, and call routing optimization. In dynamic environments, I excel in cross-functional collaboration, ensuring meticulous attention to detail while effectively communicating complex ideas.In my role overseeing Dell Financial Services' global contact center infrastructure, I am entrusted with shaping strategic initiatives aligned with business objectives. My responsibilities span from comprehensively understanding business plans to executing projects that drive operational excellence.My extensive telecommunications background encompasses Contact Center design, omni-channel strategy, and business process outsourcing. Within the Avaya stack, I manage a suite of technologies including ACD, IVR, Business Rules Engine, and Call Back Assist, alongside overseeing VMware Horizons and various applications vital for contact center operations. Show less Primary area of responsibility is the development and designing of recommendations for improvements to Call Center Operations. This includes enhancements to the Automated Account Line, and Web Self Service environments. This requires consultation with users to determine software or system functionality specifications to meet business needs. As well as designing, and developing documentation for testing and analysis of Telecom systems or programs, including prototypes based on and related to user design specifications as related to Call Center Operations. Act as the liaison between DFS and Dell Telecom, coordinating the resolution to any telecom outages in a timely manner so there is limited interruption of service to our customers. This includes working with the various internal DFS business partners and external Outsourcers to coordinate queue modifications, changes and additions to call routing and allocation. This includes maintaining an on call status. Show less Responsible for pre- and post-sales service to customers. Act as a liaison between customers, sales Dells technical support, Dell's customer service department and Dell's collections and Dell Financial Services to resolve status, production, delivery and billing inquiries. Develop and maintain positive customer relations. Work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required, including: opening and closing call center as scheduled supervisor, maintaining escalation reporting, call tracker modifications. Show less

  • Program Project Management Consultant - Dell Financial Services

    Oct 2017 - now

  • Project Program Management Sr. Advisor - Dell Financial Services

    Apr 2003 - Oct 2017

  • Customer Service Specialist - Dell Financial Services

    Nov 2001 - Apr 2003