Brian Minns Email & Phone Number

Phoenix, Arizona, United States

Reno, Nevada

• Responsible for multiple clients and full operations in a 200 seat multi-channel boutique BPO
• Improved Revenue per Hour by $9.57 on client that had negative profit margin
• Designed and implemented CSAT program that allowed us to easily identify outlier agents and coach them to improve customer experience. Average agent score of 96.2%
• Improved Conversion by 48%. Created new commission plan and gave agents the ability to track their sales, conversion and commission on a real time basis
• Re-Designed and Re-Implementation of a Retention program designed to be more effective and easier for the agents to assist customers
• Complete redesign of scripting system allowing for faster processing of customer calls, improved rebuttals and sales scripting

Syracuse, New York Area

Responsible for daily management of 220 employees, financials, client interaction on AT&T Mobility Chat Billing program.

Farmingdale, New York

Palo Alto, CA

• Created sales and service culture for 62, On Call Protection Specialist team and was responsible for a 2+ million dollar budget.
• Created high performing sales and retention teams that consistently were above plan. Turned a cost center into a profit center in 18 months
• Assisted with the landing of multiple major partners including Dell, Intuit and AARP
• Worked closely with our Engineering team to provide ways to make our internal software more user friendly and efficient. Reducing handle time and improving efficiency
• Implemented internal upsell program that generated increased customer revenue and improved life time value
• Created training materials and documented processes so we could provide uniform and efficient training

Rochester, New York Area

Baton Rouge, Louisiana Area

• Created sales culture for 250-seat call center and six retail locations. Responsible for 85% of all sales and a $750,000 commission budget.
• Consistently outperformed budgeted numbers. Generated an additional 6500 revenue generating units in first 6 months. Additional monthly revenue of $275,000.
• Revamped commission structure to better focus on company goals. Improved performance and moral of front line staff while staying under budget.
• Implemented prioritized call routing strategy to ensure new customers were routed to sales team.
• Worked with both customer service and technical support teams to devise sales plan.
• Instrumental in launch of digital telephone product. Achieved 180% of budgeted telephone sales in 2004.

Alexandria, VA

• Managed Inbound and Outbound call centers both domestically and internationally, vendor capability assessment, contract negotiations and program implementation. Managed $17 million dollar budget; consistently under.
• Created a multi vendor configuration consisting of 15 locations and 7 companies. Conducted monthly/quarterly business reviews to analyze performance. This configuration fostered competition and increased ROI.
• Saved $5.7MM in first two years through identifying revenue possibilities and implementing cost saving measures.
• Showed year over year improvement for the past two years on key performance indicators. Awarded companies highest honor “The Award of Excellence” in 2002.
• Lead cross divisional team for cost reduction and best practices to include US, Mexico, Europe and Australia.
• Tasked with finding and launching multiple centers in Mexico

• Segment Manager Program Implementation Development and Management of six direct reports and program performance in 17 geographically dispersed call centers.
• Oversee all aspects of program development from data selection and training development, to sales performance, analysis and performance improvement action planning.
• Implemented Continuous Improvement performance model to provide incremental sales in all campaigns.
• Performance management of 5 International campaigns and 7 partner campaigns with partners such as Blockbuster, American Airlines, Delta Airlines, Columbia House and American Express.
• Developed new products with marketing division based on field recommendations.
• Ensured performance expectations were met for our internal and external clients through consistent performance and quality monitoring.