Kerry Brown-Lewis has over 15 years of experience in operations management, team leadership, and human resources. She currently works as an Operations Manager Associate and Senior Team Lead at Concentrix in Daleville, Indiana, where she supervises over 225 customer service advisors across two accounts. Previously, she held roles as a Team Lead, substitute teacher, and loan origination specialist. She has expertise in areas such as organizational development, strategic planning, training, and project coordination.

1. KERRY BROWN-LEWIS
122 W Estate St. (765) 425-5537
Anderson, IN 46013 kerry.blewis@gmail.com
Career Summary
High energy, dedicated and resourceful management professional with a proven ability to work with all levels of
organization to integrate the leadership function into the overall business strategy. Utilize new and established
methodologies and strategies to increase revenue, reduce costs, improve retention and streamline delivery processes
to create a competitive advantage. Proficient in Microsoft Word, Excel, Access, PowerPoint, and Adobe Photoshop.
Areas of Expertise
 Organizational Development
 Operations Management
 Strategic Planning
 Training & Development
 Total Quality Management
 Employee Relations
 Payroll / ADP
 Team Building
 Employment/Labor Law
 SharePoint
 Project Coordination/Implementation
 Safety Training
Professional Experience
CONCENTRIX, DALEVILLE, IN 11/2007 - PRESENT
OPERATIONS MANAGER ASSOCIATE / SENIOR TEAM LEAD (11/2015-CURRENT)
 Supervised a team of 9 team leaders and 225 advisors while working on 2 different accounts.
 Established quarterly operational objectives and work plans and delegated assignments to subordinate managers.
 Assist in interviewing, training, supervising, coaching and disciplining staff for the efficient operation of the
contact center to assist in improving workflow.
 Assist the Operations Manager with tasks as needed and help ensure the Team Leads deliverables are completed
on a weekly and monthly basis, while also assisting with ad-hoc items as needed from the operations perspective.
TEAM LEAD (11/2007-11/2015)
 Supervised a team of 30 direct reports.
 Responsible for driving improvements in Apple’s customer experience by providing leadership, coaching, and
mentoring to technical support advisors.
 Analyze customer comments and develop performance plans with measurable goals & actions; tracking
effectiveness to drive overall site improvements.
 Measure advisor quality through monthly evaluations; calibrating with quality analyst on scoring variation.
Partnering with the quality team each month to identify outliers and develop actions to close gaps.
SOUTH MADISON COMMUNITY SCHOOLS, PENDLETON, IN 10/2007 – 12/2007
SUBSTITUTE TEACHER
 Directed the learning procedure in the direction of accomplishing curriculum objectives and goals as implied in
the lesson plans for projects, lessons or units assigned.
 Ensure a sustainable relationship with parents, students, school personnel and members of the public by
communicating in a confidential, polite, and refined manner.
NELNET, INDIANAPOLIS ,IN 06/2007 – 10/2007
LOAN ORIGINATION SPECIALIST
 Accepted inbound calls to assist customers with applying and obtaining new student loans.
 Informed new and current clients about loan and repayment processes while providing excellent customer
service.
Education & Training
Bachelor of Science, Business Management, Indiana Wesleyan University (2008)
Associates degree, Business Administration, Ivy Tech State College (2006)

2. KERRY LEWIS Resume, Page 2