Brian T. Wolfe Email & Phone Number

Stamford, Connecticut, Us

- Lead global customer experience operations across 9 regions: Americas, APAC, China, EMEA, India, Japan, Latin America, Russia and South America. Roughly 90% outsourced, 10% in house- Responsible for end to end direct to consumer experience for $3B Consumer Division. Handle greater than 300k interactions per month- Developed a strategic plan with 24 initiatives spanning these key dimensions: Customer Experience, Contact Center Operations, New Product Introduction, Digital & eCommerce Expansion- Helped support Ecommerce growth from $24M in 2015 to greater than $250M in 2021- Enabled live chat, social media, sms, WhatsApp and virtual assistant as new channels and continue to optimize channel mix so that customers can interact with Harman when and how they choose- Implemented a product training certification program to allow for agent specialization- Moved from CSAT to Net Promoter Score to measure Customer Experience. Current NPS > 65- On boarded new strategic outsourced partner and set up facilities in Manila, Edinburgh, Curitiba and Hyderabad- Part of a cross-functional governance team focused on aligning customer experience with eCommerce and digital teams to enable consistent customer interactions across touch points and channels- Implemented a Voice of Customer initiative to learn from customer feedback, product reviews and social media posts in order to continuously improve

San Francisco, California, Us

Austin, Texas, Us

Dublin 2, Ie

- Healthcare – Customer Service Desktop / Call Center Operations. Lead Executive for Customer Service Desktop evaluation and implementation project. Finalists included Pega, Siebel and Microsoft CRM- Healthcare – Customer Service Strategy. Developed a service delivery strategy for a large national health plan to consolidate operations from three independently operating regions to an enterprise wide management structure- Healthcare – Customer Service Operations. Provided process improvements through a Standard Operating Model (SOM) comprised of 12 initiatives designed to boost economies of scale and standardization across three BCBS plans. Work centered first on designing and developing the 12 initiatives then deploying them out to 15 call centers

Worldwide, Oo

- Healthcare – Customer Service Desktop / Call Center Operations. Project Manager responsible for delivery of “Unified Service System” initiative. Implemented concierge customer service model for large health plan- Manufacturing – Contact Center Operations. Led team of Deloitte and client practitioners through the implementation of an enterprise – wide contact center command center. Managed day to day operations of 8,000 seat call center organization- Healthcare – Customer Service Desktop / Call Center Operations. Managed business team that consisted of client and internal personnel through the design, development, testing and implementation phases of two substantial releases of organizational wide Siebel call center implementation (roughly 4000 seats)

Mba

Ba