Brian Richards Email & Phone Number

Kaysville, Ut, Us

Bark is a parental controls company that helps protect kids online and in real life. With our groundbreaking Bark Phone and award-winning Bark app, we empower parents to keep their children safer with content monitoring, app & website blocking, screen time management, location tracking, and more. We work to strengthen families by encouraging important conversations and providing a safety net as kids learn to be healthy digital citizens. Bark for Schools is a school safety product that detects potential issues across G Suite, Office 365, and Chrome to help protect students at no cost. Launched in the wake of the tragic Parkland shooting as a way to give back to the community, Bark for Schools is available for all public and private K-12 schools in the U.S.

Kaysville, Ut, Us

As Director of Operations at Bark Technologies, I led and optimized key functions to enhance our company's performance and customer satisfaction. My responsibilities included:Baseline Messaging Creation: Developed and implemented effective communication strategies for partner schools.Process Optimization: Designed and streamlined account management and customer success processes to improve efficiency and outcomes.Team Leadership: Managed success and sales support teams, ensuring alignment with company goals and high performance.Data Analysis: Conducted in-depth data analysis to inform decision-making and drive strategic initiatives.Staff Training: Developed and delivered comprehensive training programs to enhance team capabilities.Manuals and Documentation: Created detailed product and training manuals to support staff and client needs.CRM Management: Established and maintained robust data models for our CRM system, ensuring accurate and actionable insights.Through these efforts, I played a crucial role in driving operational excellence and contributing to the growth and success of Bark Technologies.

Kaysville, Ut, Us

As Senior Customer Success Manager, my focus shifted from being on the frontlines with parents to developing and refining internal processes to better service them.I was focused on training new employees to help speed up their ability to help parents with Bark, developing articles and internal responses, and testing the product on various different devices to pin down bugs. During my time as a Senior Customer Success Manager I had a large focus on Bark for Schools. I gained experience on how the product functioned, how the product fit into a school safety ecosystem, and the issues that concerned schools. I was highly interested in the battle that the schools were fighting on student safety, which led me to my next role at Bark.

Kaysville, Ut, Us

As a Customer Success Manager at Bark, my primary objective was to bring peace of mind to parents who were struggling with how to protect their kids online and employing the technology needed to do so. I was reminded of my passion for this role every day while working with parents, we went above and beyond as a team to make sure that parents were taken care of.My Responsibilities Included:- Technical Support via scheduled phone call and inbound ticketing system- Product knowledge expert, writing articles and replies for internal / external use- Training new Bark CSM's- Developing troubleshooting guidelines to facilitate faster resolution- Product testing when updates were launched, writing reports on bugs and replication- In-office technical support for employees (help setting up laptops, accounts, troubleshooting issues)- Developing response for schools issues- Developing technical collateral for the Bark for Schools productOutside these duties, I would do anything that was needed to make a difference. Being in a start up means I've had to wear multiple hats, which I've enjoyed. We would work as a team to create campaigns on how to help parents that aren't in the greatest situations. We would loop feedback from parents about the product and messaging back to leadership to help guide their decision-making.

Tampa, Florida, Us

• Handled inbound and outbound calls for customer service and order intake.• Tracking and fulfillment through life cycle of service requests.• Coordinate scheduling between our field technicians and the various client types we serve. • Aggregate and refine service order history metrics for use in ad-hoc reporting and adherence to SLA requirements.• Work closely with interdepartmental teams to ensure timely and quality service across all client and service order types.• Reporting and tracking parts requests, sourcing opportunities to streamline closure of service requests that require parts.

London, England, Gb

Every day as a CSM was a new opportunity to provide a business with the means to be successful. As CSM' our job was to consult, coach, and drive our partners to the next level. We took pride in every step of the learning and growth process of a business, and work diligently to ensure our client's success.The Customer Success Manager wears many hats:- Proactive care of our client portfolios, which we nurture and own.- Management and negotiation of our client's contract renewal- Training our client and their teams on the product, including implementation and maintenance - Consistent contact with our clients to ensure they are calibrated and optimized in their use of the tool- Providing technical support through the lifetime of our client's contract- Developing strong and meaningful relationships with our clients- Business development through referrals from our clients- Database Management (CRM) and contract administration- Procuring integration opportunities when it makes sense for the business

Crewe, Cheshire, Gb

At Protect Your Bubble, I was responsible for the day to day operations of the product.This position required rapid decision making and aggressively prolific fact-finding and market analysis. We had several product verticals that each demanded resources from multiple partners in multiple industries. My responsibilities as a Product Manager included:-Partner Management-Project Management-Financial Analysis-Industry Analysis-Operations Analysis-Product Enhancement / Optimization-New Product Development-Making informed and impactful decisionsIn executing my job duties, I've had to produce BRDs, SWOT Analysis based on research, technical requirements, content requirements, and my own industry research. In creating a new product, it was my responsibility to ensure that the execution of the product aligned with both partner resources and our own. As part of the product development, I had to develop tracking metrics and forecasts to determine the health, profitability, and overall viability of the product in the marketplace.PYB was a very educational and dynamic company to work for; It was a start up with the purse strings and limitations of a corporation. I gained experience on how to develop a product from the ground up, vie for resources from a parent company using evidence, and most importantly work as a team towards common ground to achieve a goal.

Atlanta, Ga, Us

BPG was an experience that opened me up to many professional opportunities. While I was there I made the utmost effort to learn the business inside and out and be the expert on the product. As a result, I was invited to many roles throughout the company.I started in the customer service center taking upwards of 100 inbound calls a day, which slowly led into sharing my 'boots on the ground'​ knowledge with management to optimize call center flow.I cross-trained within my first 2 months and assisted in training on-boarding for new and existing employees shortly after.After two years I was promoted to our business development team handled client retention, existing client up-sell and cross-sell strategies and execution, new business generation through outbound dialing and marketing campaigns using a “fail fast” strategy that facilitated quick results. I acted as a 'remote'​ sales representative covering primarily the Midwest. My responsibilities included engagement of our current clients with an emphasis on growing and nurturing the business, and developing strategy for capturing new business from a remote location.Our two person team generated over $8 million in revenue in a little over 3 years.I assisted with supporting our field inspection staff through creative marketing and SWAG kits, including a marketing tool that allowed for rotation of inspectors through offices that were less open to speaking to outside vendors.

Roswell, Georgia, Us

Prommis was a foreclosure and bankruptcy firm that housed over 20 lawyers and had contracts with Bank of America, Citibank, Wells Fargo, Fannie Mae, and more. I worked closely with a team to ensure that bankruptcy and foreclosure files were assembled correctly and promptly delivered to the appropriate attorney. I had to source court dockets to recover information requested by the attorneys.

Charlotte, North Carolina, Us

ERS is a call center that has over 500 employees and over 30,000 calls a day. I handled all contracts that the company held (Duke Energy, Entergy, Cinergy) usually all at the same time over several interfaces. I started as a CSR but was eventually given the responsibility of Quality Control and assisted with training duties. I was also required to work several different systems dynamically as the company needed.

Minneapolis, Mn, Us

I served in many capacities at Target, including:- Cashier- Electronics- Food Avenue- Cart Retrieval- Guest Services- Stock / Backroom- Inventory audit- Department marketing updatesI worked each of these roles interchangeably as needed until I settled in the Food Avenue position and was promoted to Assistant Team Lead. My responsibilities in this role were:- Training new employees- Managing inventory / maintaining stock- Organizing and rotating perishable goods in compliance with the Department of Health requirements.- Travelling to other stores as needed to assist with training, ensuring compliance, or filling in for employees that were out sick or were no longer with the company.- Reporting professional growth initiatives to managers.- Ad-hoc supervising of Food Avenue staff.

Associate Of Science (A.S.), Business Administration And Management, General

Education record