Brian Welch Email & Phone Number

Sacramento, CA, US

Sacramento, California, United States

I serve as a bridge between some of our most important carrier and non-issuer clients and our internal teams, focusing on business development and sales strategy, and providing support as a liaison and project manager for technical and tactical execution to ensure a smooth and streamlined systems integration process.As one of the faces of HealthSherpa, I.

West Sacramento, California, United States

Manage customer service operations for two enterprises across five states. Consistently exceeding KPI’s while operating under budget and under headcount. Successfully responded to 700% increase in customer contacts with an only 4x headcount increase. Redesigned department processes to increase hiring efficiency, reduce training time, and improve support.

West Sacramento

Supported ongoing contact center operations, and worked closely with Customer Service Manager to optimize scheduling, processes, work quality, hiring, discipline, projects, and customer communication. Defined new CSR performance metrics, redesigned CSR evaluations, and launched new QA program. Led initiative to standardize, document, and retrain teams on.

Rocklin, CA

Defined scope of startup JLM’s customer service department and customer service manager position. Developed and implemented processes for warranty tracking, product complaints, and service delivery. Shortened repair times, and improved the customer experience.

Greater San Diego Area

Managed operations of the Dermagraft Customer Service department. Continued to achieve established KPI benchmarks through a 50% headcount reduction that resulted from corporate acquisition of Shire Regenerative Medicine by Organogenesis.

La Jolla, San Diego, CA

Floor lead for 15-person customer service contact center team. Coaching and development, escalations, and research/problem-solving, as well as interviews and hiring. Designed and implemented comprehensive system of metrics that decreased hold times and improved service quality. Documented existing processes for standardized training and performance..

Poway, CA

Managed day-to-day operations of the customer support and sales departments, working as contact point for escalated issues and cross-functional teams. Developed new processes and programs per ISO 9001, and trained all new CS & Sales employees.

Poway, CA

Provided front-line customer support for repair services and product sales, averaging 30 calls and 60 emails per day. Grew revenue from current and new clients despite overall company revenue decline. Developed training curriculum and training documents. Trained new account managers and sales reps while managing a full account load and maintaining service.

Greater San Diego Area

Managed the warranty services of 25 trade contractors for a new development of 114 townhomes during the real estate boom. Resolved conflict situations while demonstrating the ability to maintain ongoing, productive customer relationships while establishing clear boundaries in terms of service delivery and costs. Rated by the homeowners in my community as.

Bachelor Of Science (B.S.), Psychology

Minor, Economics

Minor, Computer Science