Darragh Brown
Specialist Collections Advisor
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About
Operations-focused professional with experience in regulated case management, team leadership, and high-volume customer environments. Skilled in analysing complex issues, managing high-pressure situations, and communicating effectively with stakeholders at all levels. Trusted to handle confidential information with integrity and accuracy.
Experience
Specialist Collections Advisor - Conexus Recovery & Field Services
(2024-04)
- Operate within strict regulatory and client frameworks to achieve compliant, fair, and effective case outcomes.
- Identify underlying issues affecting case resolution and coordinate with relevant stakeholders to deliver effective solutions.
- Manage sensitive customer interactions while maintaining professionalism and compliance.
- Utilise multiple databases, including client-specific systems, to analyse case information, identify relevant factors, and support evidence-based decision-making.
Team Leader - Metaverse Mod Squad Ltd
(2017-09 - 2024-03)
- Led and supported a globally distributed team of 40 people, ensuring effective communication and consistent service delivery.
- Conducted supervisor callbacks to resolve escalated customer concerns and maintain customer satisfaction.
- Developed and maintained the team's internal operations knowledge base, creating clear guidance for issue resolution and process management.
- Simplified complex procedures into accessible documentation to improve efficiency and team performance.
- Worked across Google Mail, Zendesk, Talkdesk, Bluemarble, and multiple client systems, adapting quickly to differing operational requirements while maintaining service standards.
Night Stock Assistant - Argos Limited
(2017-10 - 2017-12)
- Maintained accurate stock placement to support efficient retrieval and replenishment.
- Supported warehouse and stockroom organisation to ensure safe and efficient operations.
- Followed manual handling procedures to ensure safe movement of stock and equipment.
- Adhered to health and safety standards at all times in a fast-paced retail environment.
- Worked efficiently to meet time targets while maintaining productivity standards.
Education
Level 2 NVQ - Contact Centre Operations
Level 3 - QCF Music Performance
Level 3 - OCN Music Performance
Level 3 - OCN Music Production
Level 2 Traineeship - BTEC Information Technology
GCSEs - 7 subjects (grades B–C), including English and Mathematics
