Brian Dean Email & Phone Number

This role is focused on the BFSI vertical and consists of strategic solution development for clients.. The role entails creating innovative proposals that show deep insight into the industry, the client business needs, and the long term value gained by outsourcing services to Concentrix. This includes learning and idenfying needs for the client and solutioning through automated or resource related solutions, all in an effort to drive cost optimization both for the client and internally.

Windsor, Ontario

Identify opportunities for better utilization of technology and business process improvement to deliver upon the required business results and ensures successful implementation of appropriate solutions.Identify client needs and assess potential improvement through growth, process, or policy suggestionsMeet regularly with clients to suggest and discuss strategic improvements to the overall businessProvide excellent service to clients by delivering on all client expectationsConduct client CSAT surveys and act upon results to ensure continuous improvement of overall client satisfactionWork with functional teams to deliver service in accordance with defined service levelsFacilitate frequent client communications. Manage escalated matters and work with internal and external parties to bring issues to resolutionParticipate in organizational planning to support new clients, and ensure organizational protocols and preparedness is in place to support growth while fostering strong client and associate engagement/satisfaction and retention.Develops and/or implements policies and procedures that support client serviceFoster associates to learn, develop and adapt to constantly changing work environment and lead by example through the Emerge Values.Provide leadership skills that support the organizational goals, value and mission by effective and frequent communication.Lead strategic activities that support stellar service delivery, including hiring, staffing and training strategiesRecommends and executes new methodologies and processes to increase quality, operational efficiencies, associate productivity and profit margins.Ensures productivity measurements are achieved. Analyze data and makes ongoing adjustments to achieve desired business results. Looks for innovative ways to improve service delivery and productivity.

Windsor, Ontario

Drive continuous improvement in Training, Quality, WFM and WAHClient liaison to ensure satisfactionLead training and quality teams to achieve client successLead the WFM team to achieve schedule and delivery optimization Identify and drive new business opportunities in the WAH space

Detroit, Michigan, United States Of America

This position was rebadged from IBM into Concentrix on February 1, 2014. I function at a senior level on the contract and am the key interface to the client in delivering results for the consumer business. I interface with the client extensively and have oversight in all consumer support activities on the account. This includes providing insight and direction in the day to day operations to ensure consistent customer treatment by coordinating with all appropriate delivery teams. The Customer Support environment handles approximately 1.2 million unique contacts per year in three global sites across two subcontractors. I drive performance by ensuring operational understanding, alignment of goals and approach, monitoring operational performance, and recommending improvement initiatives in collaboration with the client. Some main areas of responsibility are:1. Act as primary point of contact for clients.2. Coordinate with the delivery teams to ensure the correct skills are in place within the global contact center operation, and manage delivery as per the scope of the contract.3. Act in the role of a consultant to propose new ideas and concepts to grow the business within IBM.4. Utilize change control process to protect and manage scope and financials.5. Act as a subject matter expert in Processes and Procedures.

Detroit, Michigan, United States Of America

I managed the Consumer Support business unit client relationship team on a CRM business process outsourcing project with an American automaker. The Customer Support environment handled approximately 1.2 million unique contacts per year in four global sites across four subcontractors. I provided insight and established business unit priorities with the client. I directed teams on how to define requirements, develop resource estimates, produce implementation plans, and manage deployments both at a business unit and at an operations level within the contact centers. I coordinated resources from the Siebel application, Siebel Analytics and Oracle reporting, network services, telephony, and training teams. Hosting global conference calls was part of day to day responsibilities.

I managed successful transition to a new business model with no impact to customer satisfaction measures, while supporting internal and external clients in the US Automaker industry. I acted as a Subject Matter Expert in many areas including vehicle launches, consumer support handling, business process creation/improvement and client consulting. Continuous identification of improvement opportunities, developing supporting documentation and ensuring compliance of business processes both at a program management and operation level were part of day to day activities. I defined new business requirements, conducted global conference calls with the client, and successfully executed projects and programs on an ongoing basis. I Managed multiple complex cross-functional projects with aggressive timelines to meet client expectations, which included developing training in conjunction with Training Specialists. I led a Six Sigma project to improve the timeliness and accuracy of outgoing customer correspondence. I decreased error rate and rework resulting in decreased cost of over $50,000.

Chatham, Ontario, Canada

I conducted a process overview of mailroom vendor, which included documentation and implementation of new processes associated with various teams. I led and established a streamlined flow of information to and from various vendors. I was involved in coordination and implementation of consumer support migrations as well as various other teams between global contact centers. I also assisted as process lead for COPC requirements which included creation of scorecards and employee surveys. Day to day tasks include handling mismatched letters and checks, streamlining backlog processes, conducting global conference calls, and managing/submitting stock orders. I coordinated process documentation and document development for COPC standards, and worked with the training department to help construct refresher training in the area of case management. This included managing training schedules, facilities and training curriculum. Analyzing metrics to ensure optimum performance, client interaction, and constant monitoring of calls to identify trends and generate solutions was executed on an ongoing basis.

I managed multiple cross functions teams such as inbound/outbound consumer support, quality assurance, ticket management, scheduling, workforce management, and training. I travelled abroad to Manila, Philippines for a period of six months to train and launch a contact center employing more than 600 agents. My time in quality assurance gave me experience in monitoring and evaluating, at the same time increased my overall knowledge in customer handling and retention. Some achievements during my tenure at Teletech included creating and implementing modules within the training curriculum, streamlining and automating the agent variable pay program for the ticket management group, creation and implementation of an online Shift Selection Database and the online Time Off Request Database, streamlining scheduling processed and procedures, and initial ramp up and launch of the quality department. This included creating, training, implementation of new standards and guidelines, creating processes and procedures for the department, and programming the recording schedule to coincide with agent schedules. My experience at Teletech allowed me to become knowledgeable in the big picture of the 3rd party contact center industry.