Brett Ries Email & Phone Number

Bloomfield Hills, Michigan, United States

Dublin, Ohio

Relationship Champion and Operational Process Leader for $12M+ account supporting Airbnb's global community. Ensured staffing plans, profitability targets and strategic objectives were met across multiple lines of business.

Troy, Michigan

* Operational responsibility for 4 tech support lines of business supporting Apple/AppleCare via Voice and Chat in a 100% virtual environment* Lead a 24/7/365 Team of over 1500 Site Managers, Supervisors, Team Leaders and Advisors* Deliver financial and performance targets by developing leaders and implementing strategic improvement initiatives * Ensure.

Troy, Michigan

* Strategic responsibility for Client Relationship and Operations for DMI’s largest client – GreatCall “Jitterbug” Wireless* Responsible for budget, forecasting and contractual KPI’s - $11+ M annual revenue, 1.5 M annual inbound calls* Lead an Operations team of 200 advocates, leaders and support staff in a two-site call center* Direct Client interaction.

Troy Michigan

* Strategic and day-to-day responsibility for outsourced contact center vendor relationship with a $2.3 million annual budget, ~500k annual contacts via phone and email* Guide and Manage in-house team of 3 Program Managers who support day-to-day Outsourced Vendor* Direct in-house Contact Center of 5 CSR’s who support merchant content partners via inbound.

Troy Michigan

* Build relationships and act as the liaison between internal lines of business and an outsourced contact center vender* Aggressively manage contact center metrics; contributed to the team’s overall savings of $500,000+ for 2009* Maintain high level customer service standards and represent the overall best interest of Entertainment* Develop and facilitate.

Pontiac Michigan

* Manage the relationship between Edcor and 7-10 Fortune 500 and Fortune 1000 Tuition Assistance Clients* Interact with Client representatives to resolve policy and procedural questions and escalated employee concerns* Travel to Client facilities or host on-site Client meetings to build strong relationships* Lead weekly status calls with Clients to discuss.

Pontiac Michigan

* Forecast projected volume for multiple programs supporting 40+ clients* Utilize workforce management software (RightForce) to create staffing plans for 80-120 call center agents and processing staff* Monitor productivity and efficiency of 120 seat call center; make recommendations for process improvements and training * Manage day-to-day activity of.

Pontiac Michigan

* Manage 14-17 inbound customer service representatives handling customer inquiries for 40+ Tuition Clients* Monitor and coach employee productivity and quality of work* Conduct new-hire interviews and facilitate new-hire and internal training initiatives* Write and administer performance reviews, action plans and disciplinary action

Pontiac Michigan

* Manage operations for 12-15 agents and auditors taking inbound calls from GM employees and dealership personnel* Research escalated customer and dealer concerns and take escalated calls as needed* Coach employees, oversee career development, administer performance reviews, action plans and disciplinary action* Interact with on-site client during system.

Troy Michigan

* Provide leadership and oversee career development for 18-22 phone representatives in an inbound call center* Participate in call monitoring sessions with on-site Clients and conference calls with off-site Clients* Interact daily with on-site Clients regarding program administration and escalated customer concerns* Write and conduct performance reviews.