Darragh Brown

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.

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.

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