Brian Melton Email & Phone Number

United States

United States

• Selected to be on the leadership team of the newly-created Complaint Resolution Team
• Responsible for the quality reporting of complaint resolution by our agents as well as heading up thework flow coordinator teams for routing, aging cases, foreign-language assignment accuracy andreassignment of cases.
• Develop and write the executive summaries for all cases within the Customer Service/Credit Assistance departments failing to be resolved within SLA to be archived for regulator review.
• Oversee the workforce management, capacity forecasting and planning for the Home Loans andConsumer Vehicle Lending agent call centers through analysis and daily executive-level reporting
• Accountability reporting resulted in an increase of 4.3% year-over-year in Overall Client Satisfaction to 92.1% for 2023
• Analyze and provide accountability models and reporting to call center leaders to help improve andmaintain a high level of performance and client experience

St Petersburg, Florida, United States

• Worked with financial advisors, their teams and Merrill leadership to establish and deepen banking relationships with wealth-managed clients
• Assisted wealth-managed clients with private banking sales and service needs
• Created and presented weekly reports to executive management to ensure and maintain the quality of checking accounts being opened in the Tampa Bay Market
• Instrumental in the ranking increase of the Tampa Bay Market from the bottom 2% in the enterprise to top 10 through scoreboard point increase in the quality bank checking metric

St. Petersburg, FL Area

• Led financial center to become a consistent top performer in the areas of customer experience, operations and sales performance
• Led market as the Client Satisfaction champion from last-to-first in 12-week period
• Daily internal routines included ensuring proper cash handling of associates, ethical standards were being upheld during our sales processes, regulatory demands were kept within compliance and client satisfaction was.
• Maintained consistence with achieving Operational Excellence during audit reviews
• Invested time with associates by creating individual development plans which led to promotions into their desired roles
• Positively influenced associates and peers to dedicate more time to volunteerism and community involvement as well as professional networking

St. Petersburg, FL

St. Petersburg, FL

• After completion of training, and Series 7 & 66 licensing as well as Florida 2-15, cultivated a personal book of business from area business associates and networking opportunities
• Awarded Rising Star designation three years in a row

St. Petersburg, FL

Tampa, FL

• Operation Desert Storm veteran
• Communications Nodal Central Element (CNCE) Advanced Training, Keesler AFB
• Established communications networks in remote areas for offensive and defensive strategic bases
• Wrote four Air Force training orders and re-wrote seven others to streamline and update processesregarding mobile communications in a tactical, military environment
• Led the implementation of live video conferencing into mobile communications through advancedtechnology and presented to President George H.W. Bush and then-Secretary of Defense Dick Cheney

Political Science

Activities and Societies: Varsity Basketball Team, Go Cougars! Intern for then- US Congressman, Ray LaHood (R)

Graduate, Public Policy And Leadership

Communications Computer Systems Control Specialist, Tactical Mobile Communications (Tac)