Brian O'Connell Email and Phone Number

Spearheaded requirements documentation for a Transportation Management System, resulting in projected annual operating cost savings of $2 million and 15% improved logistics efficiencyFacilitated the adoption of a cutting-edge Information Management System, revolutionizing product data storage and maintenance practices organization-wideLed a cross-functional team in revamping the customer complaint capture process, resulting in a 50% reduction in open tickets and a 40% decrease in resolution timeDeveloped an in-depth customer journey map to analyze the order-to-cash process, providing actionable insights for strategic improvements and enhanced customer satisfaction

Initiated and implemented strategic changes in Customer Solutions department, enhancing operational efficiency and improving customer experienceOrchestrated team resource reallocation, slashing customer inquiry response time by 16 hours and improving customer satisfaction by 25%Streamlined escalation management process, resulting in 30% faster resolution times and significant improvement in customer feedback scores

Led $40MM retrofit program, successfully implementing permanent air conditioning solutions at 36 delivery stations nationwide, improving working conditions and operational efficiencyOrchestrated $25MM Rental Cooling program, deploying temporary cooling solutions at 68 delivery stations, ensuring uninterrupted operations during peak summer monthsStreamlined reporting processes for multiple programs, reducing report preparation time by 40% while improving the clarity and actionability of information presented to senior management

Led and mentored a team of 8 Customer Service Representatives, implementing daily goal-setting and performance coaching strategies that resulted in 95% SLA adherenceStrategically redefined and implemented new department KPIs, driving a 10% boost in daily productivity and enhancing team performance metricsPioneered customer experience initiatives that drove a 20-point increase in Net Promoter Score (NPS) over two years, significantly enhancing brand loyaltyCultivated a learning-oriented environment for CSRs, leading to a 30% improvement in key performance indicators and enhanced job satisfaction scores

Orchestrated the strategic launch of the company's Latin America Headquarters in Houston, TX, enhancing operational efficiency and expanding regional presenceDesigned and implemented a streamlined escalation procedure for critical customer orders, reducing delivery delays by 40% and improving customer satisfaction scores by 25%Leveraged data-driven insights to enhance internal customer service procedures, resulting in the development of targeted training programs that improved team efficiency by 30%Played a key role in a multi-disciplinary team responsible for integrating and launching new product acquisitions, resulting in a 40% expansion of the company's product portfolio

Managed company’s second largest corporate account, maintaining high customer satisfaction while ensuring sales targets were achievedOwned day to day operations within largest company sales territory, providing product quotes, pricing, and technical advice via phone and email communication

Analyzed workload patterns using Microsoft Excel to predict and minimize the amount of overtime needed on a daily basisInvestigated and resolved all customer complaints to ensure timely resolution of all incidents

Assisted sales representatives by managing the purchase order process for various accounts, ensuring on time delivery and increasing customer satisfaction by 20% in 5 monthsFollowed and implemented special instructions for all accounts while maintaining over a 99% accuracy ratingArranged for the logistics of regulated and non-regulated shipments within the United States and Canada

Promoted Gonzaga Athletics events to the greater Spokane community through various marketing channels including social media.Oversaw and promoted the implementation of the enhanced student rewards program, more than doubling the program participants year over year.Assisted in game day operations and facilitating on field promotions.

Sold single game tickets over the phone and at the ticket windowPromoted and facilitated the inaugural "Ride the Bases" charity motorcycle ride