Bret Collins Email & Phone Number

Kansas City, Missouri Area

Bret is a self-described contact center junkie who specializes in innovative approaches that simplify processes and enable large organizations to engage employees in owning the customer experience. Bret brings more than two decades of experience in Omni channel customer support, leveraging technology and reporting to create the consistent experience consumers and businesses desire when interacting with contact center personnel. In a recent experience Bret stabilized call, email, mail, and social media answer times while supporting a 10% growth in the payment solutions portfolio. Prior to joining CCTS, Bret held executive positions ranging from mid to large operations in diverse arenas including financial services, healthcare and telecommunications. Bret has led global teams as large as 40,000 full time equivalents, supporting retail, consumer, business and government customers for technical support, customer service, sales, credit and collections.

Kansas City Metropolitan Area

Head of dispute operations.

Kansas City, Missouri Area

Kansas City, Missouri Area

TriWest is honored and humbled to administer the Department of Veterans Affairs (VA) Veterans Choice Program to provide quality and timely health care to our nation's Veterans.Tens-of-thousands of VA employees deliver care to nearly six million Veterans through VA's network of 154 Medical Centers; 800 Community-Based Outpatient Clinics; 126 Nursing Homes; and 35 Domiciliary facilities. Yet, despite the reach of this vast network, there are times when VA turns to community providers and asks them to serve too. This is where TriWest comes in.The establishment of the Veteran’s Choice Program allows Veterans to seek care outside of VA if they face wait times longer than 30 days or in situations where a VA medical facility is not easily accessible from their home.VA issued a Veterans Choice Card to every Veteran enrolled for care with VA to obtain health care in their community they are eligible for VCP. The VCP supplements other treatment options already available and is designed to improve wait times and access to health care. It does not impact existing VA health care or any other VA benefit – it just offers other options for care when VA can't meet Veteran needs in a timely or convenient manner.

Overland Park, Ks

Senior site leader for Retail Payment Solutions contact center located in the Kansas City metro area. U.S. Bank is recognized for its strong financial performance, prudent risk management, capital generation and product quality, that provides a wide range of financial services for consumers, businesses, government entities and other financial institutions.

Kansas City, Missouri Area

Responsible for leading UMB’s contact center operation, which includes commercial and consumer customer care, outbound sales, online and mobile banking support, healthcare services (FSAs/HSAs), and UMB Bank switchboard.

Greater St. Louis Area

Provided executive leadership for the Member Choice Center the premier concierge sales center in pharmacy benefits.Improved 2010 Internal Quality results to exceed established targets by 300 basis points. Exceeded 2010 budgeted Average Handle Time targets by implementing new call flow with daily on the floor coaching support. Reversed declining Home Delivery conversion rates 87.5%. Reduced attrition to less than 2% per month through increased employee engagement. Results achieved through strong collaboration with Product, Training, Quality and Forecasting teams, more disciplined Performance Management, high expectations for front line leaders with clear measurement targets aligned with business success, data analysis of fatal errors preventing conversion success and daily floor coaching model.Exceeded 2010 budgeted Gross Margin target by $11MM while reducing $1.1MM in net expense budget.

Greater St. Louis Area

Supported transition from a member services support site to provider services support site. Improved the operational systems, processes and policies in support of the organization mission; specifically, supported better management reporting, information flow and management, business process and organizational planning for multiple Provider customer service call centers. Managed and increased the effectiveness and efficiency of Provider customer care agents through coordination and communication between support and business functions. Played a significant role in long-term planning, including an initiative geared toward operational excellence. Oversaw overall financial management, budget, planning, systems and controls in coordination with the Site Director.

Kansas City, Missouri Area

Directed 300 seat inbound/outbound consumer call center and 5 BPO back office processing centers. Responsible for the strategic planning and execution for eCare operations (Internet Channel) for both wireless and the wireline networks to enhance profitability, productivity and efficiency throughout the channel’s operations. Challenged to turnaround declining customer satisfaction, increased churn and low employee morale. Oversaw strategic planning, operations, and outsourcing plans for seven contact center locations throughout the U.S., Canada, Carribean, and Asia.

Little Rock, Arkansas Area

Last position held served as Area Sales Manager for multi-state territory (AR, TN, KY and MS) provided for new market development and builder support. Increased Memphis market share 7%. Served as Commercial Credit Manager responsible for credit lifecycle from approval to collection for large commercial projects $3M+. Improved builder relations, reduced bad debt 3% and improved credit approval response times by 5 days.