Brent Fiene Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada Area

Responsible for short and long term forecasting and scheduling of call center agents and leads for all Caesar’s properties nationwide.• Responsible for two largest business units (approximately 500 seats) primarily focused on guest reservations and customer service.• Worked with union representatives to ensure that shift bids were carried out smoothly and within union guidelines.• Reduced cost while maintaining KPI goals.

Las Vegas, Nevada Area

Responsible for the contractual acquisition of 65 restaurants across 31 states to provide room service deliveries to partnered hotels.• Researched markets and identified qualified restaurants.• Monitored restaurant performance on a temporary basis to determine if they would be a good fit.• Trained owners and managers on the Order Inn platform.• Convinced owners to pay considerable startup fees for menu production.• Provided ongoing support to restaurant owners and managers.• Produced approximately $130K in initial revenue, with an additional $650K in annual revenue.

Las Vegas, Nevada Area

Responsible for successfully transitioning a 30 seat customer service call center from Dallas to Las Vegas.• Created and implemented interview materials and hired 30 individuals.• Created and implemented training materials and assisted with training and scheduling.• Worked with IT to ensure that all successful candidates had workstations and tools required.• Coached and mentored agents to an average (independent) 96% quality assurance score.• Held weekly team meetings and one on one coaching sessions.• Saved significant money by eliminating the need for leased space in Dallas.• Achieved KPI goals in calls answered, abandon rate, and QA score.

Las Vegas, Nevada Area

Responsible for all facets of inbound/outbound call center primarily focusing on answering service and market research.• Managed payroll, human resources, client services, accounts payable, and monthly client billing.• Assured that all vendor and client contracts were accurate and up to date.• Provided leadership, training and reviews to all administrative and call center staff.• Created and distributed call center activity reports to clients and corporate.• Improved client satisfaction while lowering call center operating costs.• Saved significant money by taking on multiple roles, regardless of the hours required.• Achieved SLA goals for our 2 largest clients, who were ready to leave before I started.

Las Vegas, Nevada Area

Creation of call center, client specific, and line of business performance reporting (focusing on KPI and SLA for all call centers and clients nationwide), distributed to all levels of management.• Lead team tasked with automating existing and new reports, saving the company 80 man hours per week.• Created tool to allow schedule adherence reconciliation between call center scheduling software and phone switches across all call center sites, ensuring that payroll was being properly reported.• Created SOP documentation for all reports and processes.

Las Vegas, Nevada Area

Provided pre and post sales support to clients for identity verification as well as lead verification, bank & credit card validations.• Created initial underwriting business rules, adjusted based on performance of client return on investment.• Created and updated technical API documentation for all provided services.• Helped create the largest sub-prime credit reporting agency.

Thousand Oaks, California Area

Managed annual interpreter budget and forecasted short and long term scheduling needs for telephone interpreting division of a language services company.• Provided extensive SLA reporting and analysis to executive team for all phases of operations.• Monitored KPI such as hold time and abandon rate (by language and client) throughout the day.• Developed and maintained call routing strategies in Symposium ACD and proprietary routing systems.• Provided forecasted interpreter and agent load projections to scheduling and call center teams, with an emphasis on both client SLA satisfaction and cost reduction.• Achieved interpreter cost reduction of 40%• Team lead for new client onboarding.• Liaison to executive team for all remotely located Call Center Managers in 4 countries.• Lead team that managed over 2,000 interpreters for 150 languages.• Achieved an extremely aggressive SLA goal during a pilot program for CA 911, successfully securing the account.

Santa Monica, California Area

Performed a wide range of duties for an Internet start-up company.• Designed inbound ACD routing and IVR scripting on a NEC phone system.• Designed and managed all aspects of call center procedures and reporting.• Provided sales and marketing demonstrations to corporate executives using web conferencing.• Trained new employees, partners, and clients on site navigation and operation.

Las Vegas, Nevada Area

Managed teams of 10-20 customer service, sales, and technical support agents.• Monitored agents 3-5 times per week and provided coaching and additional training as needed.• Audited agent schedule adherence.• Provided reporting and trending to management team.• Addressed escalated customer issues.