Brian Bergey Email & Phone Number

Beijing City, China

Beijing City, China

Co-founded a culinary tourism company aimed at changing the way foreigners eat in China. - Responsible for designing and implementing all technology with a focus on engaging and growing guests in each market.- Lead all guest services efforts to create a brand rooted in strong customer service and focus.- Generate written and photo web & social media content.- Develop partnerships to drive business and bookings growth. - Eat and have fun!

Beijing City, China

Xi‘An, Shaanxi, China

Reporting directly to the Chief Information Officer, I oversee technical support teams across 8 global offices on 4 continents.I'm passionate about fostering a strong team who are dedicated to meet team and corporate goals by delighting our customers and building efficiency based on data and team initiatives.

Xi‘An, Shaanxi, China

Working closely with our global support management team, I align our regional support teams across the world. I manage a team over 60 strong across multiple offices in APAC and EMEA.Ability to design and implement global strategic projects such as:- Launching a 24/7 global support team using multiple regions with a Follow-the-Sun approach. - Expand support centers that are cost-efficient and relocate support centers that are not, including a migration of our APAC support center from Singapore to China. - Stratifying our support offering by diversifying the level of support given to different customers.- Training a team in China to provide exceptional customer service to our North American customer base by developing communication and service skills. - Implemented an overnight support team to assist North American customers from China, allowing cost efficiency and increased productivity in the US support center.Extensive experience interviewing, testing, hiring and adjusting recruitment processes to select only top-quality candidates.Incredible understanding of managing individuals with very different experience, backgrounds, languages, and cultural diversities. My daily goal is to engage my team in a meaningful and productive way that fosters top performance and personal development.

Singapore

- Manage a team of technical support representatives who provide assistance via phone & email, troubleshoot and document system bugs and enhancement requests, and support 5 web-based products to clients in over 10 countries.- Play a key role in introducing our software solution to new strategic and large accounts by attending sales meetings and give product demonstrations.- Work directly with clients to gather requirements and implement solutions that maximize our feature-set and exceed client expectations. Responsible for discovering creative approaches to our software and provide technical account management.- Worked closely with product development teams to define features and functionality that were essential for global growth in order to launch 3 new products into APAC. - Consistently coach my team to deliver better customer service and increase their technical product knowledge by conducting product training sessions. - Define team goals and evaluate performance regularly. Compile department results by tracking closed service requests, new client implementations, and reviewing customer feedback and Net Promoter Score (NPS) results.- Develop best practices and processes for entire APAC team to follow across two locations which include documenting CRM processes and implementing inter-office communication procedures.- Traveled throughout the APAC region including Australia, New Zealand and Hong Kong to work with new and existing clients to establish a trusted technical relationship. Clients included Jack Morton, GPJ, McDonalds, World Triathlon Corporation, and Standard Charter Marathon in Singapore and Hong Kong. - Under my management, the support team grew from 1 to 5 people over three years. All clients were implemented, trained and supported by my team where we saw an increase in APAC revenue from $100k to $400k USD monthly.

London, United Kingdom

- As the only employee transferred from the US to our first international office in London, I was responsible for providing product training to the entire team and ensure that company processes were being followed.- Managed the technical support team to provide phone and email support, new client implementations, and extensive client product demos.- Closely integrated with the sales team to ensure our software was being presented successfully. Traveled throughout Europe to introduce our technology to new clients and provide training to existing clients who included Interpol, Deloitte, and Eventia. - Responsible for all product and client escalations from the sales and support teams. - Under my management, the support team grew from 1 to 6 people over two years. The London office grew from 5 to 40 with revenue growth from $0 to $700,000 USD monthly.

Boulder, Colorado

- Provided excellent customer service and technical support by phone & email and conducted online training sessions. - Daily individual incoming volume of 50 service requests with consistently positive customer feedback.- Review, prioritize and resolve client escalations and product enhancements.- Train and monitor new support reps for technical accuracy and customer service.

Indianapolis, Indiana Area

- Provided technical and database support to the internal sales team and our external members. - Organized and managed sales campaigns for new member recruitment, advertising, exhibition sales, and sponsorships to meet department goals.- Managed prospect and member databases to track all sales including publication advertising (25,000 circulation) and annual sponsorships.- Developed exhibitor tracking system to provide simplified analysis and reporting on weekly sales progress and exhibitor commitments.- Provided excellent member and non-member phone and email support.