Brett Fields Email & Phone Number

Cincinnati, Ohio, United States

United States

Florence, Kentucky

Florence, Kentucky

Management of Supervisors, level 1, and 2 technicians in a technical support area (i.e. FI and Merchant technical help desk, infrastructure, etc.). Provides a Senior Level of leadership to ensure that overall departmental goals, projects and daily production outputs are met. Provides direction on performance measurements. Provide oversight for special or continuous projects internally/externally. Handles highly complex customer or service issues and provides follow up to customers or senior management. Responsible for the overall production for assigned shifts. Assists in identifying and developing bench strength for Command Center.* Plans, assigns and monitors the workflow of a group of Supervisors,Technical Service Center level 1, and level 2 Technicians * Ensures that the area is sufficiently staffed, and that the staff is adequately trained.* Ensures that all service levels are maintained and SLA's are met.* Determines training needs and communicates with training department to schedule* Reviews area operational procedures, making recommendations to improve productivity.* Responds to questions from customers/staff regarding area activities.* Maintains reporting of departmental activity.* Troubleshoots highly complex issues/problems within assigned and provides follow through to customers/senior management.* Promotes teamwork and the cross training of employees.* Ensures appropriate escalation of customer service, operational and/or employee problems.* Manages the attendance of subordinates and ensures accuracy of hours work prior to submitting payroll information to the payroll department.* Create and implement strategic plans to address team(s) performance issues.* Manages departmental initiatives/projects and provides feedback to management * Assist in developing rotational programs to develop lower level managers.* Identify and implement department process improvements and efficiencies.

United States

Florence, Kentucky

Management of Supervisors, level 1, and 2 technicians in a technical support area (i.e. FI and Merchant technical help desk, infrastructure, etc.). Provides a Senior Level of leadership to ensure that overall departmental goals, projects and daily production outputs are met. Provides direction on performance measurements. Provide oversight for special or continuous projects internally/externally. Handles highly complex customer or service issues and provides follow up to customers or senior management. Responsible for the overall production for assigned shifts. Assists in identifying and developing bench strength for Command Center.* Plans, assigns and monitors the workflow of a group of Supervisors,Technical Service Center level 1, and level 2 Technicians * Ensures that the area is sufficiently staffed, and that the staff is adequately trained.* Ensures that all service levels are maintained and SLA's are met.* Determines training needs and communicates with training department to schedule* Reviews area operational procedures, making recommendations to improve productivity.* Responds to questions from customers/staff regarding area activities.* Maintains reporting of departmental activity.* Troubleshoots highly complex issues/problems within assigned and provides follow through to customers/senior management.* Promotes teamwork and the cross training of employees.* Ensures appropriate escalation of customer service, operational and/or employee problems.* Manages the attendance of subordinates and ensures accuracy of hours work prior to submitting payroll information to the payroll department.* Create and implement strategic plans to address team(s) performance issues.* Manages departmental initiatives/projects and provides feedback to management * Assist in developing rotational programs to develop lower level managers.* Identify and implement department process improvements and efficiencies.

Lead day-to-day incident management, production control or operations in a 24 by 7 managed services environment. Provide direct guidance to team members in the daily execution of operational duties while driving continual process improvements and productivity. Drive initial response and resolution to incidents and service requests against defined objectives and SLAs.• Provide direct guidance to team members in the daily execution of operational duties.• Drive initial response and resolution to incidents and service requests.• Provide escalation management and oversight.• Meet or exceed VTSC performance goals ASA, ABR, MTTR, ticket management.• Ensure shift activities meet customer SLAs and maintain good working relationship with customers.• Provide escalation management and oversight while meeting VTSC performance goals.• Champion change and process improvement; targeting customer service and organizational efficiency.• Manage incident escalation and communication with functional LOBs and IT Senior Management.• In case of an “incident”, execute the Incident Management Process consistently, with high quality, in an authoritarian manner to ensure accurate problem identification and resolution.• Knowledge management: create, review, and edit knowledge articles. Utilize the knowledge repository to remain current on process and procedures.• Manage a team of 10 to 15+ engineers.• Mentor and provide positive and effective leadership. Demonstrate initiative.• Actively manage staff member performance and career development; track training and performance metric delivery for team and each team member. Identify gaps and prepare corrective action plans.• Deliver monthly performance feedback to agents utilizing Quality Assurance documents. Strive for continuous improvement.• Preparer and deliver annual reviews.• Utilizing call and workload forecasting, ensure staffing levels are adequate to support anticipated workload.

Florence, Kentucky

Lead day-to-day incident management, production control or operations in a 24 by 7 managed services environment. Provide direct guidance to team members in the daily execution of operational duties while driving continual process improvements and productivity. Drive initial response and resolution to incidents and service requests against defined objectives and SLAs. • Provide direct guidance to team members in the daily execution of operational duties. • Drive initial response and resolution to incidents and service requests.• Provide escalation management and oversight.• Meet or exceed VTSC performance goals ASA, ABR, MTTR, ticket management.• Ensure shift activities meet customer SLAs and maintain good working relationship with customers.• Provide escalation management and oversight while meeting VTSC performance goals.• Champion change and process improvement; targeting customer service and organizational efficiency.• Manage incident escalation and communication with functional LOBs and IT Senior Management.• In case of an “incident”, execute the Incident Management Process consistently, with high quality, in an authoritarian manner to ensure accurate problem identification and resolution. • Knowledge management: create, review, and edit knowledge articles. Utilize the knowledge repository to remain current on process and procedures.• Manage a team of 10 to 15+ engineers.• Mentor and provide positive and effective leadership. Demonstrate initiative.• Actively manage staff member performance and career development; track training and performance metric delivery for team and each team member. Identify gaps and prepare corrective action plans. • Deliver monthly performance feedback to agents utilizing Quality Assurance documents. Strive for continuous improvement. • Preparer and deliver annual reviews. • Utilizing call and workload forecasting, ensure staffing levels are adequate to support anticipated workload. .

United States

Advanced level, experienced leader in the Vantiv Contact Center requiring minimal supervision of the Contact Center Manager. May supervise more complex/technical functions and areas and may be the point of contact for specific products and/or contact center functions. This position is responsible for the real-time schedule adherence of advisors and for ensuring that customer service quality and service level performance goals are achieved. Directly manages approximately 15-20 FTE including HR administration, coaching/feedback and development of advanced skills, corrective actions, etc. Manages workflow, monitors productivity, and ensures staff compliance with Vantiv policies and procedures. Additionally this position is responsible for resolving escalated customer issues, contact center impacting system issues, and general floor management. May be viewed as a peer leader by the Supervisor team due to responsibilities, experience, expertise and leadership maturity. • Prioritize work, and appropriately delegate tasks, to ensure proper coverage of functions 24 x 7 x 365• Actively assist, as part of the Contact Center leadership team, in the overall management of the site to include periodic management of entire shift (i.e. nights and weekends)• Responsible for the coaching, development, and motivation of staff including formal monthly performance feedback and coaching to all employees • Promote cross training by identifying individual and group training needs and work with management to develop the best approach for implementation • Encourage and develop sales skills in employees to promotes the sale of Vantiv products and services • Participate in conference calls and face to face meetings with clients as required • Provide recommendations with regard to performance appraisals, promotions, salary increases, and disciplinary actions for employees• Display expert knowledge in Vantiv servicing products• Lead special projects as assigned.

Education record

A High School Diploma