Brent Hill Email & Phone Number

Hampton, Virginia, United States

• Led a team of proof-of-concept data specialists, a dedicated team of data associates, and a production team focused on document labeling, image boxing, and caption writing to improve machine learning models and enhance.
• Created a new blended workshare environment and delivered operational cost benefits.
• Instituted a production team for AP/AR invoice labeling and increased production by 94%.
• Collaborated to optimize processes/project management, and improve development training.
• Tailored a project-specific strategic performance evaluation program to ensure optimal quality performance.

Winter Park, Florida, United States

• In my most recent role, I spearheaded repair operations team in delivering support for 3,000+ on-shore and off-shore technical sales and support technicians. I also championed digital service and SaaS system.
• Fostered the creation of solution architecture for UI agent guardrails, leveraged PHP and Python for AI models interfaced with MySQL and Oracle databases, prevented non-productive dispatches, and reduced expenses by.
• Leveraged PHP and Python for AI models interfaced with MySQL and Oracle databases.
• Implemented self-service chatbot technology, secured 782K contact center deflections with a $6M cost reduction.
• Enhanced IVR experience, implemented new API services, contained 257K calls and delivered $1.8M benefit.
• Saved 49K dispatches and $3.5M using cross-functional collaboration creating notification confirmation program.

• Here, I established new architecture workflows related to high-speed internet customer onboarding. I also introduced new broad-based speech and text analytics platforms, providing SaaS operational insights to drive.
• Demonstrated record of problem-solving and analytical abilities to lead by influence and work effectively with cross-functional teams.
• Created plug-and-play solution architecture for modem activation and achieved new workflow design improving the customer experience.
• Decreased contact rates from 115% to 39%, mitigated operational costs by $2.12M annually.

Apopka, Florida, United States

• In this role, I developed and implemented a new operational support business organization focusing on enhanced SaaS system development to improve end-user application response time. I also delivered accurate next-best.
• Delivered $25M in reduced expenses with execution of new solution architecture for self-serve and UI service management applications.
• Implemented company’s first RPAs, offloaded manual work using BOT automation, and expanded to enterprise.
• Created Big Data Analytics team, identified segment of problematic modems, and delivered $2.6M reduced cost.
• Liaised with C-suite to provide transparency and resolution of critical customer escalations.

Apopka, Florida, United States

• Here, I created a world-class technical support contact center environment, leading to subsequent oversight of 500+ online and remote, represented and non-represented associates across four locations, delivering.
• Consistently exceeded established KPIs across average handle time, quality, first call resolve, rep sat & sales.
• Administered a $13.3M budget to ensure continuous cost controls and increased profit margins.
• Implemented pre-screened hiring profiles focused on retention, increased employee satisfaction, and yielded a 20% reduction in employee churn.
• Cultivated $6.4M in new revenue production through use of effective performance management initiatives.
• Overhauled Quality Assurance Program delivering a premium customer experience.