Brian Conley Email & Phone Number

Greater Detroit Area

Varsity Boy's and Girl's Basketball Referee

Warren, Mi

Responsible for implementing solutions designed to achieve outstanding customer service experiences for our Cadillac owners, including Customer Assistance and Connected Services (OnStar).

Detroit, Mi

Enhancing the global GM customer experience by seeking, initiating, and implementing identified opportunities to heighten GM's customer centric philosophy throughout its entire contact center operation.* Establish future state business model and sourcing strategy to improve customer experience* Develop site footprint plans and capacity requirements to optimize efficiency and effectiveness* Optimize and align integration opportunities with cross-organizational and regional teams* Oversee execution of key work streams of the global contact center transformation

Farmington Hills, Mi

Responsible for the overall operation of Fiat Chrysler Automotive & Mopar contact centers supporting 14 lines of business including CAC, Parts, Warranty, Recall, Vehicle Protection, Specifying, and Accessories. Responsible for service delivery, staffing, budget, training, and performance management for over 250 employees.

Greater New York City Area

Led strategic direction for financial and headcount plans to meet steady state and annual ramp by augmenting internal staff with vendor headcounts. Ensured service level agreements (SLA) and metrics were achieved for member, employee, and shareholders by incorporating statement of works (SOW).

Responsible for service delivery and operation of multiple contact center locations (domestic, near shore, and off shore) including full P&L responsibility, workforce management, customer experience delivery, and building loyalty relationships with employees. Maintain client partnerships ensuring maximum delivery under service level agreements and expanding business opportunities. Solution business problems to maximize customer experience for Fortune 500 companies.Clients included Nissan North America, Sprint, Experian, and Weight Watchers

Dearborn, Mi

Percepta is a joint venture between TeleTech and Ford Motor Company.Director of 350+ agent contact centers located in three locations in the U.S. and Canada.Responsible for a yearly budget exceeding $18 millionResponsible for Ford, Volvo, Jaguar/LandRover client relationships and service delivery for over 30 programs

Conducted JDPA call center certifications and served as project manager for consulting engagements.

Served in various leadership & sales positions for the following programs: GM Card, Buick Customer Relationship Center, GM BuyPower, GM Roadside, GM Certified Used Vehicles, Dow

Bachelor, Marketing

Education record