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 the team to provide our partners with data and dashboards that allow them to save man hours and become more efficient.

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, 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.

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 voice of the customer and how decisions impacted volume to the service desk.

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 Knowledge Management. I was primary Service Desk representation on multiple enterprise projects and initiatives.

Boston, Ma, Us

Boston, Ma, Us