Brian Hoffer Email & Phone Number

United States

United States

Minnesota

I returned to this technology enterprise to provide comprehensive support to enterprise clients. As the client fulfillment consultant, I take the hand-off from sales to serve as the point person for customers through the delivery of their contracts. My role is to maintain the satisfaction of customers and to maximize their renewals. I do this by troubleshooting technical and operational challenges in the delivery of client projects. I also create project plans and align resources to ensure the timely delivery.I manage cross-functional teams and support customers throughout their services. I do this as an advocate for customers and ensure the continued profitability in their services. As a result, I have achieved some of the highest renewals in a competitive market.A few of my recent achievements include:• Manage 50 accounts that each have a portfolio of technical and operational projects to maintain satisfaction.• Build the project plans and manage the execution of multiple projects across a multi-state territory.• Negotiate, document, and manage the fulfillment of enterprise client contracts to maintain compliance.• Apply depth of product and technical knowledge to solve challenges for clients and maintain satisfaction.• Inspects program scopes thoroughly to ensure compliance with SLAs set by all contributing parties.• Serve as the escalation point for all projects and customer programs to ensure satisfaction

Greater Minneapolis-St. Paul Area

I joined the Fortune 500 company as an account projects consultant. During this time, I managed the relationships with key accounts after the sale was finalized to support the onboarding and continued success of customers. I did this as a partner to sales and the customers.In this role, I built the project plans and worked cross-functionally to ensure that the customer needs were met. I also served as an escalation point for all client concerns including highly regulated products and technical services that required a process driven approach to maintain compliance and security through the execution.A few of my wins were:• Owned the relationship with an average of 50 clients and all related projects with multimillion net MRR worth.• Secured the renewal of a key healthcare client with strong customer service and project management.• Applied technical aptitude and strong attention to detail to align the resources to exceed enterprise client expectations while ensuring minimal downtime.

Golden Valley, Mn

After a brief period as an interim project leader in Colorado, I returned to the Twin Cities area to serve as the Support Programs Manager. In this role, I led the team that cleaned-up the backlog of partner provided services to minimize unnecessary costs.During this time, I led a cross-functional team that executed the clean-up based on the prioritization that I provided. I did this by analyzing the data and costs to ensure that the resources were allocated as effectively as possible. I also conducted group and individual meetings to drive the improvement initiatives of the project teams. I took that information and prepared reports to present to leadership with updates on the projects.My notable accomplishments included:• Led 12+ direct reports including technical and administrative resources to manage the backlog.• Created the plan, aligned the resources, and managed the execution of the cross-functional teams to significantly reduce the cost of goods sold (COGS) to a fourth of the original value in less than 12 months.• Applied strong financial acumen to prioritize and realign resources as needed to effectively move through the backlog and work across complex technical projects in a highly regulated environment.• Established effective working relationships with channel partners to effectively remove impediments and properly document progress on the initiatives through the shared service updates that reduced costs.

Golden Valley, Mn

As the system engineer, I worked with the project teams to design hardware and software connections across the network for clients. I served as the cross-functional resource that advocate for customer success while achieving key project milestones in the design of the complex solutions. I also applied my process-driven approach to create plans for customers.Some of my highlights for this role were:• Designed the systems and processes to develop the team of project managers serving enterprise clients.• Partnered with technicians and the project management team to finalize and implement system designs.• Learned and applied new systems and products through multiple acquisitions and integrations.

Golden Valley, Mn

Managed multiple customer accounts from sales submission to successful service installation. Coordinated installations, disconnects, service conversions and moves with the customer, customer’s vendor/s, internal technicians and departments and field technicians.Recommend additional products and services that could improve the customers service and experience.Managed accounts through 72 hours post-conversion by monitoring services, addressing customer concerns or requests for changes and assisted with any other issues prior to transition of the account to be owned by the Customer Service Center.

Denver, Co

Relocated to Denver, Colorado to assist with the opening of a new branch for Integra Service Delivery. Provided the first level of support for Project Managers with customer coordination, installations and any order activation issues identified during the delivery of services.Held the role of Lead for the T1 Circuit Design team and created, developed and implemented new processes for more efficient order activity.

Minneapolis, Mn

Supervised of a team of 7 project managers, who managed multiple customer accounts from sales submission to successful service installation.Responsible for the development, implementation, and tracking of performance standards for my team of project managers as well as serving as the Tier Two point of contact for customer issues.Worked closely with sales managers and other internal departments to ensure both customer satisfaction with the delivery of services and achieving monthly budget projections.Reviewed daily, weekly and monthly performance reports with senior management and front line employees.Conducted team meetings, monthly one on ones, annual reviews, and approved payroll for employees.

Minneapolis, Mn

Provided formal and informal responses to complaints/cases received from the Better Business Bureau, Public Utilities Commission, and Attorney General offices for 10 states as well as the Federal Communications Commission.Served as the single point of contact for customers during the escalation process while maintaining sole ownership of all issues and concerns until resolved to the customer’s satisfaction. Responsible for resolving escalated critical service orders, billing, and repair issues in an effort to aid in reducing churn by taking a potential negative customer experience and converting it to a positive experience.Recommend additional products and services that could improve the customers service and experience.

Minneapolis, Mn

Managed multiple customer accounts from sales submission to successful service installation. Coordinated installations, disconnects, service conversions and moves with the customer, customer’s vendor/s, internal technicians and departments and field technicians.Recommend additional products and services that could improve the customers service and experience.Managed accounts through 72 hours post-conversion by monitoring services, addressing customer concerns or requests for changes and assisted with any other issues prior to transition of the account to be owned by the Customer Service Center.

Minneapolis, Mn

Remote test and turn up of customers voice services. Worked with customers to ensure services were working correctly. Completed last minute changes as requested by the customer. Ensured internal systems were updated as needed.Completed line translations in the switch prior to turn up.Ported telephone numbers.

Minneapolis, Mn

Researched and confirmed 5+ internet (DSL) configurations prior to installation on a daily basisConfigured voice lines, features and voicemail services that installed on customer accounts in multiple phone switchesCoordinated information based on orders for internet field service technicians and communicated any/all changes to scheduled installationsAccepted circuits and tested with on-site field technicians for voice and internet to ensure successful order completionCommunicated with service providers to report failed voice dial tone or internet connectivity and relayed any pertinent information to field technicians to resolve issues at the time of service installation

Plymouth, Mn

Monitored hi-capacity telecommunications networks using multiple remote surveillance systems.Performed remote testing and analysis of intelligent network elements to isolate and repair system faults before services were affected.Provided first level technical support for field technicians.Assisted in developing and implementing dispatch procedures for technicians to repair DSL equipment.Issued trouble tickets to central office and slc/mux technicians. Familiar with DMS100 and 5ESS switching systems.

Hastings, Mn

Installed and operated Mobile Subscriber Equipment (MSE).Initialized and operated communications security devices and associated equipment.Performed operator-level hardware, system link, and loop diagnostics using built-in testing equipment.Provided manual call routing and transfer operations when required.Conducted preventative maintenance and service on assigned vehicles and AC power generating equipment.

Fort Hood, Tx

Set goals and give work direction in a daily work environment.Developed and instructed classes for soldiers / employees on workgroup procedures and equipment.Recommended process improvements to upper management to increase team efficiencies.