Brian Justin Email & Phone Number

Seattle, Washington, United States

• Developed QA definitions and implemented monitoring systems to establish clear metrics for team success, resulting in enhanced efficiency and streamlined processes.
• Analyzed NPS scores and devised a comprehensive system to recognize and reward top-performing employees, fostering a culture of excellence and driving employee motivation.
• Led training sessions for UI integration and rollout, optimizing the offers process to minimize workload for employees and enhance user experience.
• Facilitated cross-functional training sessions for stakeholders, fostering collaboration and alignment across teams to achieve common goals and objectives.
• Demonstrated exceptional leadership skills by consistently exceeding project expectations and effectively managing diverse teams to drive successful outcomes.

South Hill, Washington, United States

• Directed a team of 16 inbound sales representatives, achieving a sustained 15% increase in monthly sales revenue through refined sales scripts and strategic KPI analyses.
• Orchestrated coaching and development initiatives for front-line sales employees, focusing on NPS-related metrics in a dynamic industry landscape, while concurrently managing multiple business projects.
• Implemented coaching strategies to drive front-line employees to surpass sales goals and NPS metrics, prioritizing morale, standards adherence, and enhanced customer experiences.
• Proactively adapted management techniques to ensure alignment with business objectives and fostered a culture of self-improvement among front-line employees.
• Vigilantly monitored front-line employee interactions, ensuring adherence to call quality standards and fostering positive customer experiences.
• Upheld Service Level standards by meticulously monitoring call metrics, ensuring optimal performance levels were maintained.

• Managed front-line employees, addressing all business needs while concurrently overseeing additional projects essential to business operations.
• Developed and nurtured the top sales-generating care teams in the East District, achieving remarkable results with minimal impact on employee turnover and effectively reducing budgetary overhead.
• Spearheaded HR and administrative functions, including recruitment, hiring, training, motivation, and coaching of front-line employees, fostering a culture of excellence and continuous improvement.
• Designed, implemented, and upheld District-wide policies and procedures across customer service, retail, dispatch, and technical operations, ensuring consistency and adherence to company standards.
• Enforced strict compliance among front-line employees with company policies and procedures, promoting accountability and maintaining operational integrity.
• Sustained productivity and customer service standards amidst a dynamic business environment through the strategic application of motivational techniques, resulting in consistently high performance levels.

Associate Of Arts (A.A.), Information Technology/Networking, 3.67 Gpa

Education record