Brian Gomez Email & Phone Number

Responsible for leading the design, implementation and execution of the newly formed Global Reporting and Analytics team. Implementing global standards, best practice and execution of management information systems (MIS). Provide both strategic and tactical leadership to a team of Business Analyst and Programmers globally disbursed throughout multiple.

Responsible for multiple aspects of Workforce Management processes for American Express Travel and Lifestyle Service. Lead 20+ direct reports on three individual teams responsible for reporting and analytics, real-time management, short-term and long-term planning, and performance management.

Provide strategic consultation regarding Contact Center strategies. Lead the redesign of the Workforce Management platform for American Express Consumer Travel network. Project Manager for the deployment of workforce management technology (IEX Totalview) across seven location and a work-at-home virtual platform across the US.

President and executive board member for a non-profit 501c3 youth football and cheer leading association for Pop Warner Little Scholars.

Regional Service Level Manager for American Express Business Travel. Responsible for the staffing, service delivery, productivity and financial goals for multiple call centers within North America with sales in excess of $1billion annually. Lead, manage and develop a team of up to 15 exempt level direct reports across multiple locations.Lead.

Minnetonka, Minnesota, US

• Member of Core Management Team responsible for a start-up operation of a multi site call-center with annual volume exceeding $200 million.
• Managed a team of exempt level analyst across multiple locations.
• Developed operational guidelines and procedures for a three-center operation.
• Managed Workforce Management and Telecommunications Departments.
• Developed staffing plans and hiring strategies to meet business requirements.
• Ensure operational and contractual service level goals are met.

Minnetonka, Minnesota, US

• Thoroughly analyzed historical data to create accurate call forecast.
• Determined staffing requirements and hiring plans.
• Conducted shift bids to provide maximum telephone coverage.
• Identified changes in calling patterns and trends for a virtual call center operation.
• Introduced workforce management concepts and methodologies.
• System Administrator for Lucent Technologies Generic 3 (G3) telephone switch and Call Management System (CMS).

• Responsible for real-time management of the call center.
• Monitored intra-day call volume, staffing and agent activity.
• Communicated changes in current calling trends.
• Coordinated training, team meetings, special projects and other off phone activities.
• Processed employee time off request while ensuring appropriate telephone coverage.
• System Administrator for Nortel Meridian Max

Certificate, Travel And Tourism

Amex Learning And Development