Brian B. Email & Phone Number

United States

Consumer Insights Analyst focused on Tech, Gaming, and Entertainment categories, helping to bring Mintel’s vision and strategy for the Tech & Gaming Library category to life• Craft quantitative and qualitative surveys for reports in the video gaming report library based on industry trends and consumer behavior, as well other technology and entertainment topics. • Analyze consumer survey data and write syndicated research reports featuring actionable insights for clients, analysis of key players in the space, and consumer based research.• Present data and insights to clients, use industry knowledge to assist clients with their specific needs, answer questions regarding media strategy, marketing insights, and other gaming related topics and issues.

• Prepare competitive intelligence and market landscape reports for financial services clients, including banks, credit cards companies, Fintechs, and mortgage & loans, using both in-house tools and third party resources.• Develop and leverage proprietary qualitative and quantitative data, as well as third party resources, to create a 360-view of the financial services market with actionable insights• Maintain ongoing relationships with Account Managers and clients to deliver insightful, visually interesting reports with implications on industry trends.

Chicago Illinois

Manage daily vendor operations, drive continuous operational improvement, and coordinate communications.Subject matter expert and point of contact for day to day operations.Ensure that all SLAs are being met, and that work is progressing without undue interruption.Work with Product Development and QA to roll out new tools and training information.Partner with the IT and Product Development teams to ensure that operations issues are prioritized.Assist with operations system testing.

Chicago

Oversee and direct all aspects of projects from conception to completion including prototyping, design planning, tool and software selection, quality testing, and manage studio asset production.Document and communicate client and stakeholder requirements to production staff.Coordinating meetings and internal communications between cross-functional teams of artists, animators, designers, and programmers to meet objectives and hit established project milestones.Develop and communicate projects status updates including in progress tasks, milestone dates, and resource allocation to key business stakeholders

Aurora Illinois

Reporting and analysis of call center data (i.e. sales, quality, customer satisfaction, operational efficiency, trends, call volume, etc.) and produce value added reporting for senior management.Provide agent level scorecards that aggregates individual KPIs and other call center metrics to guide management in department wide as well as individual employee development.Collaborate with HR, Finance, and Sales leadership to provide performance based sales incentives. Review Customer Satisfaction Survey responses and provide qualitative and quantitative analysis of pain points for trend tracking and process improvement.Provide best practice and policy recommendations designed to facilitate employee retention, productivity, profitability, and customer satisfaction.Work closely with QA team and call center leaders to define and document process improvement opportunities through workflow diagrams and training aides.Partner with Workforce Management to track historical call volume, and provide long term forecasting estimates to senior management for future staffing needs.Develop additional reporting focusing on increasing management’s exposure to business metrics.Analyze trends and compare/contrast with current business practices. Facilitate focus groups to improve employee engagement and reduce attrition.

Reviewed customer contacts and tickets from multinational CS teams to ensure quality.Collecting and analyzing data into business need driven dashboards and PowerPoint decks to be presented during monthly management meetings.Defined methodology and set qualifications for peer review QA system, which flagged and evaluated internal risks for review by QA team and management.Scheduled tasks and guided QA team's productivity to ensure completion of weekly goals.Served as a point of contact and subject matter expert for Project Managers launching permanent and contracted vendor support teams in Chennai, Manila, and Cebu.Coordinated weekly meetings with remote vendor teams to ensure policy adherence and technical accuracy.Collaborating with Training staff to communicate process changes and policy updates.

Supervised and trained a team of artists in the development of production art assets.Improved productivity and ensured quality by providing one on one art critique feedback, lead team building art workshops, and creating detailed productivity reports for development scheduling and release planning.Documenting team planning sessions, and guidelines for acceptance criteria.Collaborated with the studio leadership in Agile Scrum planning sessions to track and drive productivity.Developed presentations and organized video conference meetings for offsite team members.

Directed flight-line security training and support for rotating members of temporary guard staffResponsible for ensuring airfield security domestically and abroad