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I am an executive leader with 25 years of experience in crafting strategies and building global omnichannel Customer Service and Vendor Management organizations. My customer-centric and entrepreneurial approach drives the transformation of customer experiences through technology, operational efficiency, and data-driven insights.Key Achievements:AI-Driven IVR Innovation: Led the development and implementation of advanced AI-integrated IVR technology in partnership with our BPO provider, increasing automated resolution rates and reducing labor costs by $185K annually while boosting customer satisfaction by 7 points.Customer Segmentation & Policy Optimization: Spearheaded a cross-functional initiative to refine customer segmentation and optimize policies, resulting in a 5% increase in customer retention and a $750K annual reduction in customer compensation costs.CRM System Overhaul: Directed the successful implementation of a new CRM system in collaboration with IT, leading to a 7% improvement in operational efficiencies (measured by ASA and AHT) and an 8% increase in customer satisfaction (CSAT).I am passionate about building resilient Customer Service organizations and fostering partnerships that drive long-term value for companies. My focus is on developing agile teams that adapt to the evolving needs of both the industry and the customer, delivering exceptional experiences that strengthen customer loyalty and distinguish brands in competitive markets.I look forward to connecting with like-minded professionals and exploring new opportunities. Feel free to reach out at brian_graves1@icloud.com.
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Director Customer ServiceRedbox Entertainment Inc. Mar 2016 - Jul 2024Oakbrook Terrace, Illinois, UsStrategic Leadership: Developed the service strategy and drove performance for global customer service operations across six multichannel contact centers, scaling from a single domestic center to 750 FTE internationally. Ensured service delivery and continuous improvement across phone, email, chat and social media, achieving a 20% increase in customer satisfaction and consistent SLA compliance.Automation and Technology: Spearheaded the development and implementation of a CRM and ticketing system, expanding business insights and improving operational efficiency by 7.4%. Drove the adoption of new technologies, including AI integration, to automate self-service capabilities and improve IVR containment rate by 12%, resulting in $185k in annual savings.Budgeting & Operations: Led the annual operating, planning and budgeting process for this multimillion-dollar customer service operation, aligning resources to meet long-term business objectives. Delivered a 40% labor cost reduction through strategic partnerships, offshoring optimization, and process improvements, while consistently maintaining service level, quality and achieving CSAT targets of 85% or higher. -
Vendor ManagerRedbox Entertainment Inc. Apr 2010 - Mar 2016Oakbrook Terrace, Illinois, UsOperational Framework: In this newly established role, implemented COPC best practices for contact center and vendor management within six months, creating a structured framework establishing objectives, key performance indicators (KPIs), scorecards, CUIKA-compliant data practices, regular business reviews, reporting expectations and open communication channels where none previously existed. These practices ensured consistent KPI and service level agreement tracking, enhanced vendor accountability and relationships, and drove long-term operational efficiency and service quality improvements.Training Development: Spearheaded a 9-month project to redesign new hire training and onboarding, aligning employees with our core values and culture, ensuring competency with operational tools, and enhancing understanding of standard operating procedures. This program boosted new hire graduation rates by 6.4%, reduced time to competency by 8%, improved new hire retention by 9.7%, and increased new hire customer satisfaction by 5.4%.
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Vendor Account ManagerMicrosoft 2006 - 2010Redmond, Washington, Us -
Senior Manager Partner PerformanceEarthlink 2004 - 2006Atlanta, Georgia, Us -
Vendor ManagerSprint 2000 - 2003Overland Park, Kansas, Us -
Operations Manager - Contact CenterSprint 1998 - 2000Overland Park, Kansas, Us
Brian Graves Skills
Brian Graves Education Details
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University Of Nevada-Las VegasGeneral
Frequently Asked Questions about Brian Graves
What is Brian Graves's role at the current company?
Brian Graves's current role is VP-Level Customer Experience & Global Support Leader | Driving Strategic Growth, Operational Excellence, & Digital Transformation in Omnichannel CX | Expert in BPO, CRM, & Team Leadership.
What is Brian Graves's email address?
Brian Graves's email address is gr****@****ink.net
What is Brian Graves's direct phone number?
Brian Graves's direct phone number is +142594*****
What schools did Brian Graves attend?
Brian Graves attended University Of Nevada-Las Vegas.
What skills is Brian Graves known for?
Brian Graves has skills like Vendor Management, Call Centers, Outsourcing, Management, Customer Experience, Process Improvement, Customer Satisfaction, Program Management, Cross Functional Team Leadership, Call Center, Operations Management, Leadership.
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