Brett Malaney Email & Phone Number

New York, NY

• Respond to prospective and existing customers via phone, email and chat platforms using CRM systems Salesforce, Groove, and Grasshopper
• Handle an average of 200 open customer tickets per week addressing technical product questions, hardware, firmware and software issues, and return/replacement requests
• Lowered the department’s average customer ticket reply time from 12 to 9 hours over 5-month period
• Manage drop ship sales order fulfillment process and product inventory levels at 3PL warehouse
• Complete year-long integration with NETGEAR support, logistics, marketing and sales teams post-acquisition
• Oversee global customer support team of 10 agents in Davao City, Philippines to ensure proper brand/style usage, JIRA ticket escalation pathways, and overall customer satisfaction

Pine Brook, NJ

• Managed specific enterprise accounts such as BMW, Canon, Mercedes-Benz and Mastercard to ensure success of corporate gifting, employee recognition and customer engagement programs
• Worked closely with key client executives and project champions to provide successful, high-quality customer experiences throughout onboarding, adoption and renewal processes
• Provided customer service on merchandise orders placed through proprietary fulfillment platforms
• Engaged with and educated customers on merchandise rewards and loyalty programs offered at various casino and trade shows throughout the U.S.
• Maintained customer addresses, phone numbers and order details using Microsoft Dynamics GP

Parsippany, NJ

• Provided service to an average of 200 pending claim files at a time
• Communicated coverage issues, liability status and billing inquiries to both policyholders and agents
• Contributed to the department's quarterly customer approval rating of 98% and higher by regularlyexceeding various quality assurance metrics
• Evaluated percentages of liability and examined aspects of potential fraud on new and existing claims

Greater New York City Area

• Designed and presented proposals for corporate sponsorship prospects
• Coordinated and staffed promotional events for companies sponsoring summer festivals
• Solicited potential donors via telephone and e-mail
• Corresponded corporate donor benefits to those contributing to 2011 capital campaign
• Maintained central database to keep contracts, invoices and sponsor correspondence up-to-date

Greater New York City Area

• Prepared press kits for priority releases such as Andrea Bocelli, Sting, and Rufus Wainwright
• Uploaded photos, biographies and show dates to an online platform for journalists to download
• Assisted in organizing artist shows at local New York venues
• Created artist schedules for global press tours