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# Dena Brown

**Headline:** Professional profile
**Location:** New York, NY, USA

## About

Dena Brown is a quality and operations leader whose most recent role was acting\-director\-level Head of Global Quality at Dayforce HCM\. Dena specializes in building, standardizing, and scaling quality programs across complex global operations, with broad experience spanning training, workforce management, and support operations\. Dena is a metrics\-driven operator who owns NPS and CSAT measures and uses data to validate whether program changes are effective\. At Verizon, Dena managed eight distinct books of business quality programs, standardized them across global operations, led 18 direct reports, and oversaw quality programs serving 1,550 agents globally\. Dena also led a quality transformation that improved NPS from \-40 to \+48 over two years, including a 30\- to 35\-point lift in the first 90 days\. A core strength is creating cross\-functional leadership committees that align business units around a consistent quality model\. Dena is flexible regarding startup hours, travel requirements, team size, and industry\.

## Highlights

- Served most recently as acting\-director\-level Head of Global Quality at Dayforce HCM\.
- Managed eight distinct books of business quality programs at Verizon and standardized them across global operations\.
- Managed 18 direct reports at Verizon\.
- Oversaw quality programs for 1,550 agents globally\.
- Led a quality transformation that improved NPS from \-40 to \+48 over two years\.
- Delivered a 30\- to 35\-point NPS lift in the first 90 days of the quality transformation\.
- Built cross\-functional leadership committees to align business units around standardized quality programs\.
- Scaled a proven quality model to 1,000 agents\.
- Owned NPS and CSAT metrics and used data to validate program effectiveness\.
- Brought quality and operations leadership experience across training, workforce management, and support operations\.

## FAQ

### What does Dena do?

Dena Brown is a quality and operations leader with experience leading global quality programs\. Dena’s most recent role was Head of Global Quality at Dayforce HCM at the acting\-director level\.

### What are Dena’s core strengths?

Dena is strongest at standardizing quality programs across business units and global operations, using cross\-functional leadership committees to create alignment\. Dena also brings experience in training, workforce management, support operations, and quality leadership\.

### What was Dena’s most recent role?

Dena most recently served as Head of Global Quality at Dayforce HCM at the acting\-director level\.

### What did Dena accomplish at Verizon?

At Verizon, Dena worked as a manager and ran eight different books of business quality programs\. Dena standardized those programs across global operations, managed 18 direct reports, and oversaw quality programs for 1,550 agents globally\.

### How large were the quality operations Dena led?

Dena led quality programs serving 1,550 agents globally and managed 18 direct reports\.

### How many business quality programs did Dena standardize?

Dena ran eight different books of business quality programs and standardized them across global operations\.

### What NPS results has Dena delivered?

Dena led a quality transformation that improved NPS from \-40 to \+48 over two years\. The work produced a 30\- to 35\-point NPS lift in the first 90 days\.

### How does Dena measure quality\-program effectiveness?

Dena owns NPS and CSAT measures and uses data to validate the effectiveness of program changes\.

### How does Dena align teams around quality standards?

Dena uses cross\-functional leadership committees to align business units around standardized quality programs and a consistent quality model\.

### What operational areas has Dena worked in?

Dena has broad operations experience that includes training, workforce management, support operations, and quality leadership\.

### What role parameters is Dena flexible about?

Dena is flexible regarding startup hours, travel requirements, team size, and industry\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/denamariebrown

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