Bret Collins

Bret Collins Email and Phone Number

Leading to make results happen every day! @
Bret Collins's Location
Kansas City Metropolitan Area, United States
Bret Collins's Contact Details
About Bret Collins

Experienced operations executive with a demonstrated record of exceeding operational objectives, turning around underperforming units, and driving increased revenues.Dynamic, results-oriented leader experienced in leading multi site customer service, sales and technical support operations. Excel in leading people, leading change, and building relationships. Champion a strong focus on customer satisfaction and loyalty. Well-developed employee relations strategy that increases engagement and accountability leading to exceptional performance and higher than industry retention rates. Skilled in developing leaders, managing cross functional teams, improving business results and reducing operational costs.Specialties: • Multi-Center P&L / Expense Control • Turnarounds / Change Management• Site Selection / Real Estate • Global and Domestic Outsourcing• Recruiting / Hiring / Training / Retention • Contract Negotiations• Outsourced Call Center management

Bret Collins's Current Company Details
Call Center Training Solutions

Call Center Training Solutions

Leading to make results happen every day!
Bret Collins Work Experience Details
  • Call Center Training Solutions
    Vice President Contact Center Optimization
    Call Center Training Solutions Jun 2016 - Present
    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.
  • Green Dot Corporation
    Senior Director, Dispute Investigations
    Green Dot Corporation Jun 2021 - Aug 2023
    Kansas City Metropolitan Area
    Head of dispute operations.
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  • Eml Payments
    Director, Client Support And Fraud
    Eml Payments Nov 2018 - Jun 2021
    Kansas City, Missouri Area
  • Triwest Healthcare Alliance
    Hub Director
    Triwest Healthcare Alliance Oct 2016 - Nov 2018
    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.
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  • U.S. Bank
    Vice President, Group Operations Manager
    U.S. Bank Mar 2014 - Jun 2016
    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.
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  • Umb Bank
    Senior Vice President, Director Contact Center Operations
    Umb Bank Jul 2011 - Mar 2014
    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.
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  • Express Scripts
    Director Member Choice Center
    Express Scripts Mar 2010 - Jul 2011
    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.
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  • United Healthcare Group
    Operations Project Manager
    United Healthcare Group May 2009 - Mar 2010
    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.
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  • Sprint
    Director, Ecare Global Contact Center Operations
    Sprint Jan 1997 - Nov 2008
    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.
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  • Butler Manufacturing
    Area Sales Manager
    Butler Manufacturing Jun 1993 - Dec 1996
    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.
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Bret Collins Skills

Vendor Management Cross Functional Team Leadership Process Improvement Call Centers Leadership Management Outsourcing Strategy Customer Satisfaction Change Management Performance Management Customer Service Program Management Call Center Executive Management Customer Retention Team Building Strategic Planning Customer Experience Sales Leadership Development Forecasting Operations Management Coaching Sales Operations Workforce Management Business Process Employee Engagement Six Sigma Contract Negotiation Employee Relations Hiring Sales Management Quality Assurance Bpo P&l Data Analysis Contract Negotiations Consultative Selling Vendor Relations Customer Relations Sales Support B2b Expense Control Budgeting Problem Solving Mentoring Business Process Improvement Business Process Outsourcing Contact Centers

Bret Collins Education Details

Frequently Asked Questions about Bret Collins

What company does Bret Collins work for?

Bret Collins works for Call Center Training Solutions

What is Bret Collins's role at the current company?

Bret Collins's current role is Leading to make results happen every day!.

What is Bret Collins's email address?

Bret Collins's email address is bc****@****ech.net

What is Bret Collins's direct phone number?

Bret Collins's direct phone number is +181682*****

What schools did Bret Collins attend?

Bret Collins attended University Of Missouri-Columbia.

What are some of Bret Collins's interests?

Bret Collins has interest in Water Sports, Lean Sigma, Six Sigma, New Technology, International Travel, Social Services, Children, Economic Empowerment, Education, Leadership Development.

What skills is Bret Collins known for?

Bret Collins has skills like Vendor Management, Cross Functional Team Leadership, Process Improvement, Call Centers, Leadership, Management, Outsourcing, Strategy, Customer Satisfaction, Change Management, Performance Management, Customer Service.

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