Brian Mueller Email & Phone Number

United States

United States

Chicago

Leadership and development of technology and data teams for a national mass litigation firm.

Chicago

Strategy guidance & analytics re: Fraud & Chargebacks

Chicago, Il

Strategy guidance & analytics re: ticket marketplace supply chain (individual ticket sellers and professional ticket resellers)

Chicago, Il

SR DIRECTOR OF OPERATIONS (2016 - 2018)DIRECTOR OF OPERATIONS (2015 - 2016)SR BUSINESS OPERATIONS MANAGER (2014 - 2015)BUSINESS OPERATIONS MANAGER (2013 - 2014)Overall responsibility for strategy and performance of 350-person in-house operations center and 100 outsourced offshore staff. Teams include sales and customer support, seller support, order fulfillment, fraud prevention, escalations, analytics, technical projects implementation. Chosen for position based on demonstrated excellence building fraud prevention team and acting as Project Manager for migration of call center services from Five9 to inContact. Significantly exceeded expectations and rapidly grew into positions of increasing responsibility.• Developed contact center strategy based around contact prevention, contact deflection, and effective contact handling. Determined KPIs and devised methods for tracking data.• Led repeated space planning exercises, resulting in two office expansions within the same building, one office move to a new location, and the transition of basic sales and customer support tasks to an outsourced offshore team.• Implemented structured development cycle and career progression for staff, including rubrics for QA evaluations and formal performance reviews, reducing attrition and improving agent quality.• Guided operations teams through org structure realignments necessitated by prolonged rapid growth.• Reduced overall operations payroll spend per order from $5 to under $2, representing savings of $10M in the most recent fiscal year.• Transformed phone system IVR through enhanced integrations with CRM, reducing queued support calls by over 70%.• Determined requirements for multiple CRM enhancements; worked closely with engineering teams to implement changes.• Represented Vivid Seats in front of the Nevada state assembly and successfully argued against harmful proposed legislation.

Chicago, Il

Improve fraud prevention and chargeback response processes. Hire, train, and develop a team of analysts.• Revised automated fraud detection algorithms, allowing more orders to be auto-processed without additional financial risk, increasing profitability and improving efficiency of order fulfillment activities.• Revised chargeback procedures, improving response times and win rate, mitigating the financial impact.• As acting Project Manager, coordinated successful implementation of new contact center technology platform.

Cambridge, Ma

Audit fuel purchases and member accounts to detect and prevent fraud. Prepare funding documents for daily purchases of new vehicles. Generate standard weekly and monthly financial reports, as well as ad-hoc reports at the request of the CFO or Treasurer. Process chargebacks and prepare insurance documents for member traffic accidents. Pay parking tickets and other violations and bill the appropriate member accounts. Prepare all requested materials in response to subpoenas or other law enforcement requests. Train new employees in multiple finance processes.• Identified opportunities to reduce bad debt expense by over 50% -- more than $1M annually.• Tasked by the company CFO to develop a new fraud prevention methodology for Zipcar; prevented over $100k of losses in the first year by improving detection of fraudulent customer accounts.• Developed tools and procedures that allowed Zipcar’s violations team to manage increased workload while reducing staff as Zipcar membership tripled, growing from 200k in 2008 to 625k in 2012.• Automated many reports and audits, reducing time required for recurring daily/weekly tasks by more than 50%.

Woburn, Ma

Working in C and Assembly, develop software and firmware improvements for handheld material sensors operating via x-ray fluorescence. Diagnose and repair hardware problems in malfunctioning units. Collect and analyze test data to refine proprietary algorithms for determining material composition from x-ray spectra.• Modified firmware to improve future compatibility with multiple types of x-ray detectors, reducing reliance on a single parts vendor.• Refined algorithms for lead detection in paint, helping bring a new product closer to market.

Boston, Ma

Direct all day-to-day operations of a multi-million-dollar textbook department. Hire, train, and supervise a seasonal staff of 70+ employees. Resolve all customer complaints. Manage both in-store and off-site activities, including textbook buyback each semester. In rotation with other managers, open and close the overall bookstore.• Developed new processes to efficiently and effectively fill thousands of textbook pre-orders each semester while simultaneously preparing the department to sell over $5M of textbooks in less than one week.• Created new operating procedures to manage all inactive inventory, reducing financial losses due to overstock.