Looking for a job

David Brown

@davidbrown7

Message

I optimize workforce operations, recovering SLAs and reducing contact center labor costs.

United States

Message

What I'm looking for

I'm looking to lead workforce management and contact center operations where I can improve SLA performance, staffing strategy, adherence, capacity planning, and data-driven operational decision-making.

At Walker Advertising, I lead workforce management for a 100+ agent omnichannel contact center across voice, chat, and email. I recovered SLA performance from 46% to 95%, improved schedule adherence by 25%, and reduced labor costs by 15%.

I build capacity plans, real-time response playbooks, and executive reporting in NICE CXone, Clearview WFM, Rippling, Domo, and Excel. Having progressed from Call Center Agent to Senior Agent and Workforce Management Analyst Lead, I bring hands-on operational perspective to staffing strategy and performance improvement.

Experience

Work history, roles, and key accomplishments

Current

Workforce Management Analyst Lead

Current

Walker Advertising

Mar 2025 - Present (1 year 6 months)

Lead end-to-end workforce management operations for a 100+ agent omnichannel contact center, recovering SLA from 46% to 95% and improving schedule adherence by 25%.