Brad Harris Email and Phone Number
Brad Harris work email
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Brad Harris personal email
Customer engagement and service is my specialty. From leading contact centers to owning Omnichannel experiences and performance I've built my career on understanding customer-business relationships and then executing strategies to improve results.Here's what I'm good at and what value I would bring to an organization:- Building effective cross-functional relationships that allow me to problem solve and organize ideas to get results for the organization quickly - Skilled in identifying and resolving undefined issues, I excel in organizing and optimizing challenging environments- Building better people leaders and raising the bar across all team membersI am a master's educated, director-level digital and contact center experiences management professional with extensive experience providing the leadership and direction needed to drive the achievement of key organizational business goals and objectives. I can lead high-performing teams, developing and executing strategy based on best practices, innovation, and wide-ranging business intelligence to ensure the best digital and contact center experience possible. In addition, I bring proven strength in building and maintaining long-term, professional relationships with strategic business partners and digital experience stakeholders based on the effectiveness of the leadership, solutions, and support provided regardless of the distance which has been a signature of my professional life.I am continually recognized for delivering impactful results while leading in fast-paced, dynamic business environments and take pride in my unrelenting passion for influencing those around me to be more excited and engaged in their work.Areas of Expertise Include:Leadership & Management • Operations Strategy • Business Solutions • Digital Experiences Leadership • Revenue Generation • Contact Center Operations • Multi-Channel Distribution • Program Management • Solutions Implementation • Stakeholder Communication • Change Management • Digital Experiences Best Practices • Strategic Business Partnerships • People Management & Development • Business Process Improvement • Strategy & Execution • Risk Management • Project Management • Regulatory Compliance
Usaa
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Director, Product-Process Mgmt OmnichannelUsaa Mar 2017 - PresentSan Antonio, Texas, Us• Lead Business Process Owners in a fully remote capacity for credit card, deposit, and Consumer Lending processes for a contact center with ~130 processes and over 20 million annual call volumes.• Accountable for documenting, creating, and enhancing MSR designs and processes that ultimately impact ~5,000 MSRs across 21 sites to deliver revenue growth and improved efficiencies.• Ensure the execution of programs and projects aligned and integrated with corporate strategies, plans, and initiatives. • Partner with product, channel, and marketing leaders to address changing member dynamics and expectations by delivering personalized and relevant solutions by critically thinking about all channel experiences and delivery to drive engagement, deeper relationships, and product acquisition and retention.
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Director, Bank Sales And Service Contact CenterUsaa Aug 2016 - Mar 2017San Antonio, Texas, Us• Directed a high-performing team comprised of 9 Managers with a group of 140+ MSRs responsible for providing Members world-class sales and service experience for credit card, deposit, and consumer lending products. • Worked closely with the Executive Management team to ensure the appropriate coordination and implementation of initiatives and projects to fulfill business objectives and key result areas.
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Retail Bank Program/Project ManagerUsaa Mar 2016 - Aug 2016San Antonio, Texas, Us• Drove the successful sunset of the Easy Deposit service and the launch of Cashback Rewards Checking and Limitless Credit Card product offerings in partnership with key bank product stakeholders to ensure successful execution and delivery within 12 internal and third-party contact centers. • Worked with the bank, credit risk stakeholders, product management teams, and contact center leaders on the successful launch of multiple deposit underwriting initiatives that had a minimal negative impact on the contact center, using communication tactics with frontline leaders, and implementing strategies to overcome impediments.
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Member Retention Manager, BankUsaa Aug 2013 - Mar 2016San Antonio, Texas, Us• Developed and executed organizational retail bank member retention strategy and vision with Director collaboration among 4 campuses and approximately 36 Senior Specialists. • Collaborated with bank product management stakeholders to develop and implement retention strategies, ensure product competitiveness, and provide member feedback intelligence to support continued product enhancement. Notable achievements while in the position included:- Leveraged data analytics with lead research analysts to evaluate retention efforts and loss reasons to identify potential opportunities that led to multiple credit card retention offers available to MRT. - Re-designed Bank MRT documentation tracking methods in collaboration with development teams to reduce after-call work by an average of 30%.- Led MRT call reduction strategy by partnering with change management and compliance partners that re-designed multiple MRT call types/job aids to reduce misdirected calls by 20% and increase vacancy to allow leadership opportunities for Senior Specialists.- Increased the MRT member save rate by approximately 10% from the previous year by level-setting clear expectations and having robust scorecard metrics between sites to ensure the delivery of a consistent coaching message and action plan among the MRT leadership group.
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Financial Foundations Manager, P&CUsaa Aug 2013 - Dec 2014San Antonio, Texas, Us• Collaborated with peer Managers in cross-coaching of low-performing MSRs to increase the overall performance of the Director unit.Notable achievements while in the position included:- Mentored and assisted in promoting 8 MSRs to senior-level roles, Manager Candidate School acceptance, or position aligned with their USAA career progression goals. - Led efforts and collaborated with Quality Assurance on call quality to provide coaching best practices to Insurance Managers by presenting new compliance and regulatory practices weekly at District staff meetings that reduced compliance errors by 5% among district group.
Brad Harris Skills
Brad Harris Education Details
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Arizona State UniversityAnd Related Support Services -
Grand Canyon UniversityOrganizational Leadership
Frequently Asked Questions about Brad Harris
What company does Brad Harris work for?
Brad Harris works for Usaa
What is Brad Harris's role at the current company?
Brad Harris's current role is Strategic, Operational & Customer Experience Leader | Contact Center Operations | Omnichannel Strategy & Transformation | Customer Experience Innovator | Process Excellence | Team Building & Leadership | F100 Experience.
What is Brad Harris's email address?
Brad Harris's email address is br****@****saa.com
What schools did Brad Harris attend?
Brad Harris attended Arizona State University, Grand Canyon University.
What skills is Brad Harris known for?
Brad Harris has skills like Leadership, Customer Service, Process Improvement, Coaching, Management, Insurance, Team Building, Training, Banking, Sales, Call Centers, Team Leadership.
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