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Don Brooks serves as the Head of Customer Service & Operations at New York Life Insurance Company, a position held since 2012, where responsibilities include leading a multi-lingual contact center operation with millions of digital and voice interactions annually. Prior experience includes roles as Senior Consulting Manager at Accenture, where efforts focused on optimizing customer contact center operations, and Management Consultant at Booz Allen Hamilton, enhancing customer experience through omni-channel strategies. Further expertise was gained as a Contact Center Optimization Strategist Leader at Deloitte and in operations management for various companies between 2001 and 2005. Don Brooks earned a Bachelor of Science degree in Political Science and Government from Florida State University.