Brian Leaphart Email & Phone Number

Detroit, Mi, Us

Greater Detroit Area

In support of a global workforce management solution I provide collaborative leadership to a team of Application Support Analysts while ensuring best-in-class support to a global portfolio of WorkForce Software clients that include Fortune 500, Public Sector and Enterprise clients. This role requires close partnership with software Engineering and Developers, Cloud Services and Product Owners to drive a consistent customer experience using the WorkForce Software SaaS solution.

Southfield, Mi

As Service Delivery Manager held overall responsibility to ensure client satisfaction by way of meeting or exceeding contractual obligations to Service Level Agreements, Key Performance Indicators and real customer satisfaction. Partnered with clients to ensure that support was provided to the end-user or customer base by adherence to the client’s support model and suggesting improvements or efficiencies. • Served as a single point of contact for clients in a customer service, business relationship capacity.• Responsible for the day-to-day delivery of Service Desk operations.• Lead an organization of up to 74 full and part-time Service Desk Technicians, 2 dedicated Trainers, 2 Sr. Team Leaders and 5 Team Leads to ensure that guidance, mentorship, employee engagement and retention goals were met.• Implemented, monitored and followed organizational and industry best practices.• Held shared or direct responsibility for customer invoicing as well as meeting operational goals for financial performance within budget and for revenue growth.• Led Quarterly Executive Business Reviews with operational points of contact and client c-level leadership.• Worked with partner organizations to drive continuous improvement and to foster innovation.

Southfield, Mi

Manage multiple teams of Helpdesk Technicians that provide end-user support for client’s global IT infrastructure. Participate in Problem Management by providing reporting and analytics to clients for the purpose of finding the root cause of issues and identifying trends with the expressed goal of developing strategies to become more proactive in the environment.•Act as a member of the account and delivery team to ensure efficient day-to-day delivery of Service Desk support while providing a best-in-class end-user experience.•Responsible for providing leadership and direction to Service Desk or Field Services team members to make sure that we deliver an exceptional end-user experience while working to resolve or escalate issues as appropriate.• Utilize reporting on measured objectives including but not limited to ticket-to-call ratio, appropriate use of outlined processes derived from a knowledge database, and standard contact center call metrics.• Identify team members that would benefit from mentorship in the hopes of providing career path opportunities within the organization. Also provide timely feedback to all agents to foster employee retention and career progression. •Work in conjunction with the a Service Delivery Manager and Business Unit Director to make certain that the organization’s goals are aligned with that of the client’s as they relate to information technology support and strategy.

Van Buren Township, Michigan

Responsible for delivering exceptional service to customers, provides accurate results that meet client specifications. Ensures that staff is properly trained and supervised in order to effectively execute processing needs in compliance with performance standards and regulatory agencies. •Supervises staff, models and cultivates behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountability, and the competencies critical to successful job performance•Delivers exceptional service to customers, and drives accurate results that meet client specifications. Ensures that staff is properly trained and supervised in order to timely and accurately execute processing needs in compliance with performance standards and regulatory agencies. •Supervises staff, provides coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing performance standards. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountability, and the competencies critical to successful job performance•Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success. Participates as a member of cross functional work-groups, teams, and committees as opportunities allow or are needed. •Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates and resolves concerns as appropriate.•Sets high standards and encourages new ideas for improving team performance.•Works with Call Center Manager and Director to implement strategic business work plan goals.

Provided influential leadership, coaching, and mentorship to both remote and internal customer care account managers and facilitated training programs to maximize potential; delegated all duties and led performance evaluations. Conducted weekly one-on-one meetings with employees to develop key strategies for individual performance optimization and customer satisfaction enhancement. Responded to and effectively resolved escalated customer complaints in a timely manner; presented customized solutions for effective resolutions.• Supervised a team of up to 16 Dedicated Care Specialists by coaching and delivering feedback, developing people in order to help them achieve their career goals, effectively evaluate performance, recognize effort, reward results, and promote inclusion.• Responsible for making sure assigned specialists managed their account portfolios for revenue, churn rates and customer satisfaction with the business-to-business support for Sprint wireless products and services.• Resolved a broad range of customer and employee questions/problems about supporting customer accounts, including highly complex issues and best practices.• Managed process improvement by providing feedback to peer members in management regarding opportunities for improved operating efficiencies. Assigned to several taskforces and special projects.• Developed and implemented several employee reward and recognition programs to ensure the top performers were recognized for their efforts; increase employee morale and maximized productivity• Analyzed internal practices, identified areas of opportunity, and led process improvement initiatives to improve the customer and employee experiences; fostered a positive environment for employees• Led the talent acquisition initiatives for the department; screened, interviewed, hired, developed, and retained top talent and apply behavioral interviewing strategies to determine the best candidate• Drove culture based on execution and teamwork

Fort Lauderdale, Florida

Supported the Account Management Supervisor in an administrative capacity by conducting weekly team meetings, training and product and service support. Was instrumental in ensuring that the team continued to function at a high level by working to removing operational roadblocks so that individual team members could continue to provide excellent customer management support.• Served as a single point of contact for all customer care related issues for the company’s most valuable accounts with an average base of 50 to 250 active units with revenue in excess of $45,000 per month. • Worked as the customer’s advocate that requested to escalate unresolved disputes to a Supervisor ensuring satisfaction while demonstrating extensive awareness of all care functions including, but not limited to: troubleshooting, billing support, equipment swaps, and account modifications.• Subject Matter Expert on new and existing products and services.• Assisted in process improvement by providing feedback to management regarding opportunities for improved operating efficiencies. Assigned to several taskforces and special projects.

Fort Lauderdale, Florida

Responded to and effectively resolved complex customer complaints; communicated with Nextel customers regarding billing, coverage, device, and order processing issues and presented key solutions for resolution. Ensured continual compliance with strict regulations and guidelines and resolved Federal Communications Commission (FCC), Better Business Bureau, and executive escalations; prepared and maintained compliance-related documentation. Conducted bill evaluations with customers and optimized satisfaction and retention.• Selected to travel to regional call centers to observe operations and present process improvement solutions; analyzed practices, monitored trends, and identified and capitalized on new opportunities• Successfully minimized accounts receivables and increased retention rates; resolved any outstanding customer issues in a timely manner, collected payments on delinquent accounts, and drove revenues

Customer service professional that provided business-to-business as well as individualized service to Nextel customers that visited a company owned service center for assistance with their phone push-to-talk handset or monthly invoice.• Conducted product and billing training sessions to employees as new initiatives were launched.• Customer troubleshooting as related to service, billing and equipment issues.

Greater Detroit Area

Assembly line worker in a large scale automotive factory. Proven ability in quickly learning new processes related to the technology and machinery related to the quality manufacture of Chrysler’s most profitable sport utility vehicle.• Responsibilities included efficient manufacturing of the Jeep Grand Cherokee by performing specific job duties related to automobile production and assembly.