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• Created and delivered PowerPoint training to over 40 NETGEAR support managers, trainers, and agents on Meural support tools and processes at Davao City office in May 2019

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