Brian Wilson Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Indianapolis, In, Us

Acquired and implemented a new government-compliant marketing and customer relationship management (CRM) system to streamline lead generation and marketing management across all channels. Responsible for guiding and supporting the team in utilizing the CRM system to promote the state's "Indiana for the Bold" rebranding campaign.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Successfully managed the migration of over 30,000 contacts from IEDC's previous Mailchimp marketing system, implementing advanced segmentation strategies incorporating demographic, geographic, firmographic and behavioral data elements. This resulted in the ability to tailor newsletters that effectively cater to individual interests, optimizing engagement and driving impactful communications resulting in an 18% increase in open rate.✔ Worked with sales, marketing, business development and several other departments to map customer journeys and identify weak points to improve communication, resulting in getting inquiries to the correct person faster and speeding up overall response times by 23%. ✔ Led the development and execution of the first customer satisfaction survey. Analyzed customer feedback to make changes to processes and help the department achieve a Customer Satisfaction (CSAT) score of 82.5%.

Founder, primary consultant and customer experience leader of ProCX Solutions. Looking to inspire organizations by enhancing the customer experience through advising, providing change management and scalable customer service solutions. Please reach out if you're interested in a conversation about improving your companies Customer Experience (CX).

Indianapolis, Indiana, Us

Indianapolis, Indiana, Us

Responsible for leading the implementation of a new telephony system (Five9), case management environment (Astute/Emplifi), workflow automation and digital records database to help improve and enhance the company’s employee (EX) and customer (CX) experiences. Working with leaders across the company to integrate systems into their daily functions and analyze the collected data to support the 200+ on-site and remote team members across 10 departments and 5 manufacturing facilities.

Scottsdale, Arizona, Us

In 2017, I was promoted to Director where I oversaw the largest department in the company, Student Success. A year later the Customer Success team was added to my responsibilities. The Customer Success team consists of 12 employees supporting 600+ clients accounting for over 23 million in annual revenue. The Student Success team is a unique group that supports the consumers of our clients and consists of over 10 employees that respond to 250,000+ phone calls and tickets annually. I am responsible for the strategic planning and execution of all Success operations across all offices.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Implemented the daily use of Salesforce into the Customer Success team to provide superior account management and improve customer retention by helping to identify potential at risk customers. ✔ Since 2017, reduced customer churn to less than 1% through active customer engagement, relationship-focused management, and providing a consultative solutions approach. ✔ Reduced inbound call volumes for the Student Success team by 30% YoY while experiencing over 10% annual company growth.

Scottsdale, Arizona, Us

From 2016 to 2017, I served as both Project Manager and Product Manager for eduCheck. In this role, I oversaw the end-to-end product suite, including designing the product suite concept, and driving development, UI, and UX design.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Secured buy-in directly from the CEO and COO, as well as other members of the executive leadership team.✔ Achieved successful rollouts for 2 products; led the development of a completely new suite of products.

Scottsdale, Arizona, Us

In 2015, I was promoted to Director of Account Services and Branch Operations, where I led 25 total reports across 2 branch offices.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Introduced new processes to improve department operations, administrative operations, forecasting, budgeting, and reporting.✔ Partnered with IT leadership to implement continuous improvement efforts, reducing call volumes and increasing productivity.

Scottsdale, Arizona, Us

From 2014 to 2015, I served as Manager for the Ohio branch, where I led 20 reports across 4 departments. I temporarily relocated to Ohio and played a key role in the company’s first acquisition. SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Successfully integrated operations across customer service, account management, Print & Mail, and IT in a post-acquisition environment.✔ Transitioned 3,000+ accounts to work in synergy with the home company’s product line.✔ Evaluated individual and leadership performance to support a large corporate restructuring – led decision-making on which employees to retain.✔ Improved productivity by bringing in high-speed print and mail equipment, decreasing work times 300%.✔ Following a major acquisition, led efforts that helped retain 85% of revenue.

Scottsdale, Arizona, Us

In 2011, I was promoted to Sales Director, where I led relationship management, business development, and account management operations across multiple territories.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Quadrupled revenue YOY in 2013 while managing the RFI and RFP process for target accounts.✔ Increased revenue from $21K to $586K over three years.✔ Supported innovation by the sales team for product enhancements, ensuring the product suite met with client needs.

Scottsdale, Arizona, Us

I served as Manager for the Nevada Branch between 2013 and 2014. Selected by senior leadership for the role, I worked concurrently in this position to my Sales Director role.SELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Instituted the processes, procedures, and training that enabled the branch to triple from 5 to 15+ employees.✔ Recruited a permanent Branch Manager and provided the mentoring necessary to achieve continued success.

Scottsdale, Arizona, Us

From 2005 to 2011, I served as Client Relationship Manager where I oversaw the complete account relationship in a post-sale, customer success role.KEY SYSTEM RELATIONSHIPS➞ PeopleSoft➞ Banner➞ Colleague➞ Jenzabar➞ Legacy SystemsSELECTED HIGHLIGHTS & ACHIEVEMENTS✔ Managed $1M in annual recurring revenue across 40 key accounts.✔ Improved customer satisfaction by serving as the go-to resource for any implementation or account issues.✔ Implemented the complete company product suite, tailoring each solution to meet specific client environments, information systems, and priorities.

Bachelor Of Arts - Ba

Computer Software Engineering

Associate Of Arts - Aa