Derek Brown, MBA

Vp Customer Service Operations

UPS · Atlanta, GA

Present

Dedicated to delivering an exceptional customer experience at UPS, spearheading operations across multiple regions. •Manage a multi-national team that handles over 60,000 customer interactions daily, ensuring high-quality service. •Collaborate closely with brokerage teams to expedite customs clearance for international shipments. •Work closely with field operations to resolve domestic package delivery issues. •Help identify and Utilize AI advancements to improve customer interactions and overall service efficiency. •Shift customer service operations to lower cost geographies while maintaining same level of quality interactions

Vp of Infrastructure & Operations

Livingston International

Helping transform Livingston's IT Services through leveraging virtualization and cloud technologies that deliver improved business performance for our customers, employees, and business partners. If you're looking for a great culture and love leveraging technology in innovative ways, come check us out. Livingston International, Inc. is Canada’s largest customs broker and the fourth largest entry filer in the U.S., operating in 13 countries. Livingston focuses on customs brokerage and international trade compliance, offering trade consulting, global trade management and freight forwarding services. Livingston employs approximately 3,200 associates within 13 countries at more than 100 key border points, seaports, airports, and other strategic locations across North America, Europe and Asia and services more than 30,000 customers. In May of 2019, Livingston was acquired by Platinum Equity. Platinum Equity is a global investment firm, with approximately $13 billion of assets under manageme…

Vice President, Vendor Management - Business Partner Operations

Comcast · Greater Denver Area

Recruited by SVP of Care and Technical Operations to develop strategy to optimize customer experience through business partner parity and customer interactions, leading 18-member team managing operations for 4,000 customer care business partners in Mexico, Honduras, Jamaica, and Philippines handling over 60% of West Division calls for billing, repair, retention, and collections. Also managed 2,000 technical field operations partners across 6 western states for installation and repairs. $MM budget. • Designed and implemented work-at-home response to business partner COVID-19 capacity reductions, retaining 75% or better service levels overall despite reduced capacity, implementing 100% work-from-home solution in Mexico to maintain regional 95% service levels, and achieved +15% for NPS across most business partner operations. • Improved NPS score by 34 pts in 12 months by aggressive outlier management of lowest-performing of business partners, and improved supervisor and agent training fo…

Vice President, Enterprise Services - Internal It Services

Comcast · Greater Philadelphia Area

Hired by Senior Vice President of Information Technology to shape vision and execute strategy for transforming silo-based technical service teams into unified, shared IT services organization. Directed 5-person leadership team with 130+ domestic and international resources in all aspects of video / voice operations and support, end-user computing, enterprise messaging, executive concierge services, mobility, and asset and vendor management. $MM annual OPEX / CAPEX budget. Selected to attend Tuck Executive Leadership Program. • Boosted customer NPS 30% in 4 weeks by migrating help desk operations from IPSoft in India to Infosys in Philippines, personally investigating and contracting with new Philippines partners, and substantially cut overall contract costs over 3 years through automation, planned agent reductions and self-service capabilities. • Implemented IT Tech Bar service desk to accelerate problem resolution while reducing average hold to <5 minutes and increasing first-call res…

Vice President - Enterprise Infrastructure

Unisource Worldwide, Inc.

Brought on as Senior Director by CIO to transform enterprise infrastructure, security, data center, network services, and technical service delivery for $7.7B global distributor of printing and imaging solutions, packaging systems, and maintenance supplies. Promoted to Vice President with added accountability for global sourcing, enterprise architecture, and solutions integration. Oversaw 5-person leadership team with 45+ cross-functional resources and $15M budget. • Consolidated and standardized help desk services with new, matrixed IT service management strategy using ITIL practices, standardizing incident response and change processes across key practice areas, and eliminating redundancies. • Captured $9M in savings over 3 years by negotiating new global contract for voice and data network and data center services with outsourced vendor. • Directed major server virtualization initiative, reducing physical server footprint by 94%, and saving $500K+ over 3 years in facility space and…

Senior Manager

Accenture

Led teams of up to 15 professional staff in client projects improve processes, rationalize infrastructure, optimize help desk services, and network refreshes. Became familiar with problem analysis, client relationship management, and solution creation across multiple functions and industries. • Accelerated solutions release cycle and improved product quality for business applications at major credit bureau by implementing better performance testing, capacity planning, and performance management. • Delivered ITIL-based service desk solution with self-service, web-based data repository for international manufacturer that improved first-call resolution, streamlined incident management, and increased customer satisfaction scores. • Strengthened IT service management framework and processes for operational support, problem response, configuration, and change management for global beverage manufacturer.

Web Portal Architect

Ford Motor Company · Dearborn, Michigan, United States

Drove architecture decisions for enterprise portal in alignment with "Reuse-Buy-Build" approach. Created component framework (design/config); managed portal environments (development, test, production)

Experienced Manager

Andersen Consulting · Chicago, Illinois, United States

Managed international, cross industry technology engagements, delivering IT roadmap, data transformation, enterprise application integration (EAI), network management and process improvement solutions.

Sergeant - Army Reserve

United States Army Reserve

Sergeant - Artillery

US Army

Served on FIST team and was responsible for identifying, acquiring and calling artillery fire on enemy targets. Served state-side and in Germany. • Actively deployed to Desert Shield/Storm from December 1990 to May 1991. • Received honorable discharge.