Brad Burt Email and Phone Number
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I have spent my career at Fidelity focused on gaining knowledge and building relationships across organizations. I have both customer facing and support expertise, giving me a unique view of both the customer and associate experience. My strengths are understanding and leveraging data to influence decisions, operational efficiencies, contact center management, and technical support.
Fidelity Investments
View- Website:
- fidelity.com
- Employees:
- 10
- Company email:
- Johrenk7@gmail.com
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Vice President Data EngineeringFidelity Investments Jan 2023 - PresentBoston, Ma, Us
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Director Of Data AnalysisFidelity Investments Jul 2015 - Oct 2024Boston, Ma, UsI manage an agile team of highly skilled and motivated associates. I partner with the database team to shape and model product and service data that is then visualized to drive change across the enterprise. Our primary visualization tool is Tableau, but we have additional tools we use when appropriate. I also consult outside of our organization allowing the team to provide our partners with data and dashboards that allow them to save man hours and become more efficient.
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Director Enterprise Service DeskFidelity Investments Nov 2014 - Jul 2015Boston, Ma, UsI was responsible for the enterprise service desk that provides support across all business units for Fidelity. I owned the US operation and partnered with my India counterparts to work towards a positive experience for users interacting with the desk. This required daily involvement in the following disciplines: training, coaching, knowledge management, reporting, forecasting, quality assurance, and contact elimination. This all resulted in the reporting of our successes and opportunities to improve the operation and user experience.Additionally, I was the Print Service Product Manager responsible for the printing functionality at the campus locations and the branches. During this time, I gained experience in dealing and negotiating with vendors. I administered our migration to secure printing in the campuses that we branded as Tap2Print. Additionally, I managed the right sizing of devices as we stretched to reduce our footprint and reduce paper consumption.
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Director Of OperationsFidelity Investments Jul 2013 - Nov 2014Boston, Ma, UsI was responsible for an operations team within the enterprise desk that focused primarily on the CVM function of forecasting and scheduling. I modified the team into a data driven unit that was focused on the root cause of contact arrival patterns. I modified the quality program to improve the user experience and collect additional feedback from users.
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Manager/Senior ManagerFidelity Investments Jul 2010 - Jul 2013Boston, Ma, UsAs a new manager, I led a team of 15-20 US helpdesk associates. In this role, I used things I had learned in earlier roles to coach my associates on how to improve their metrics and provide a great user experience. As in any other management role at Fidelity I was still heavily involved in enterprise projects and initiatives with my primary role being the voice of the customer and how decisions impacted volume to the service desk.
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Lead TechnicianFidelity Investments Jul 2006 - Jul 2010Boston, Ma, UsI performed the Incident and Problem management roles to eliminate contact volume to Service Desk. I acted as a liaison between the Service Desk and our customers discussing trends that had been identified and working to create knowledge and or automated solutions. I had input on additional contact center operational task like CVM, Quality Assurance, and Knowledge Management. I was primary Service Desk representation on multiple enterprise projects and initiatives.
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Senior Help Desk TechnicianFidelity Investments Jul 2002 - Jul 2006Boston, Ma, Us
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Multiple Call Center RolesFidelity Investments Jul 1993 - Jul 2002Boston, Ma, Us
Brad Burt Skills
Brad Burt Education Details
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The University Of Texas At ArlingtonFinance
Frequently Asked Questions about Brad Burt
What company does Brad Burt work for?
Brad Burt works for Fidelity Investments
What is Brad Burt's role at the current company?
Brad Burt's current role is Director of Data Analysis at Fidelity Investments.
What is Brad Burt's email address?
Brad Burt's email address is br****@****fmr.com
What is Brad Burt's direct phone number?
Brad Burt's direct phone number is +197258*****
What schools did Brad Burt attend?
Brad Burt attended The University Of Texas At Arlington.
What skills is Brad Burt known for?
Brad Burt has skills like Itil, Project Management, Leadership, Disaster Recovery, Business Analysis, Process Improvement, It Service Management, Requirements Analysis, Incident Management, Program Management, Analysis, Sql.
Who are Brad Burt's colleagues?
Brad Burt's colleagues are Luke Sturgis, Jacob Godwin, Stephen Wikfors, Jayakumar Kizhekkeveettil, Scott Van Waterschoot, Harut Torosyan, Chris Blair.
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