Brian Malcolm Email and Phone Number
Customer Experience executive driving world class results for Fortune 100, BPO and Start-Up companies. AI - Call Center Transformation - Site Strategy - P&L Ownership - Workforce Automation - Continuous Improvement - Servant Leader - Virtual Models - Work at Home Models - NPS - eNPS - Global Experience - Customer Service Strategy - Team Building - Talent Focused - Call Center Technology - CRM - Operational Excellence - BPO - Business Continuity - COPC - Vendor Management - Remote Work StrategyBuilding and leading top performing work at home models and teams. Key Highlights - Implemented Workforce Automation realizing savings of over 4 million annually - Top 1% in building and leading Work from Home teams and strategies as large as 5,000+ FTE - Lead multiple transformation efforts to hep better target and retain talent, reduce attrition and increase customer and employee satisfaction - Have led customer care organizations over 10,000 FTE - Achieving top eNPS and NPS results while driving efficiencies to reduce cost and increase profitability- Gained COPC certification for the first and only Work at Home model in the call center industry
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Vice President Of Customer SuccessGifthealthWebb City, Mo, Us
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Chief Client Success OfficerNational Debt Relief, Llc Oct 2023 - PresentNew York, New York, Us -
Senior Vice President - Call Center OperationsKeybank Nov 2021 - Oct 2023Cleveland , Ohio, UsLead all consumer service contact center operations which includes Mortgage, Automotive, Deposit, Sales, Credit Card and Third Party. -
Senior Vice President - Care Center OperationsPnc May 2019 - Nov 2021Pittsburgh, Pennsylvania, Us -
Vice President Of Call Center StrategyPnc Feb 2017 - Nov 2021Pittsburgh, Pennsylvania, Us
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Country Lead - Global Head Of Virtual OperationsConcentrix Oct 2015 - Feb 2017Newark, California, UsResponsible for all aspects of the top performing 'Work At Home" operations team in North America which includes: P&L Ownership - Client Relations - KPI Performance - Sales - Solution Architecture - Leadership Development - Technology. Global responsibility for over 10,000 FTE -
Chief Operating OfficerNeovox Global Jan 2010 - Oct 2015Carthage, Mo, UsCreated an Inbound/Outbound BPO company that Avaya rated in the top half percent in the nation in regard to call center technology. Responsible for designing and implementing all client solutions. Handle contract negotiations and sales presentations. On boarded 13 new clients spanning 3 different centers across multiple industries which include: Finance, Wholesale, Retail, Electronics, Government and Telecommunications. Gained national recognition for achieving unmatched KPI’s for one of the largest pre-paid debit card companies in the U.S. Responsible for P&L management and all departmental budgets. Launched a near-shore center in Mexico with outstanding results. -
Director Client ResultsArise Virtual Solutions Inc. Jan 2009 - Jan 2010Miramar, Florida, UsResponsible for the overall success of a 5,000 FTE "At-Home Agent" call center taking business calls for AT&T Mobility. Ensured all KPI's were met by driving accountability, developing processes and creating robust action plans. Handled all P&L and budget responsibilities. Achieved top CSAT metrics for all AT&T centers our first month in production. Exceeded all monthly and yearly goals, while driving cost per call lower than any current on-shore center within AT&T. Continued to add different business types to the account including chat and email support. Implemented a new Avaya switch to meet AT&T technology requirements. -
Site DirectorAt&T Jan 2007 - Dec 2009Dallas, Tx, UsResponsible for leading and developing multiple management teams within a 650 seat call center which included: New Hire, Attendance, Payroll, Technical Support, Customer Care and Operations. Lead a team responsible for automating 95% of all call center reporting saving the company millions. Managed a team that handled reporting for all AT&T call centers, internal and vendor. Launched the largest and best performing tier 2 technical support desk. Created an employee development model that is now used throughout the organization. -
Site DirectorSiricomm, Inc. Feb 2005 - Jan 2007UsA wireless services and applications provider to the transportation industry, with a network of over 480 Hot Spots at major truck stops.Was responsible for all customer service and site maintenance teams for SirriCOMM. -
Site ManagerGreat Barrier Reef Isp Jan 2000 - Jan 2005Managed a small call center in the U.S and over seas for GBR. Was responsible for all aspects of customer service and technical support.
Brian Malcolm Education Details
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Missouri Southern State UniversityManagement And Operations
Frequently Asked Questions about Brian Malcolm
What company does Brian Malcolm work for?
Brian Malcolm works for Gifthealth
What is Brian Malcolm's role at the current company?
Brian Malcolm's current role is Vice President of Customer Success.
What schools did Brian Malcolm attend?
Brian Malcolm attended Missouri Southern State University.
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