Brad Burt Email & Phone Number

Boston, MA, US

Boston, MA, US

I 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.

Boston, MA, US

I 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.

Boston, MA, US

I 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.

Boston, MA, US

As 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.

Boston, MA, US

I 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.

Boston, MA, US

Boston, MA, US