Brian Bonser Email & Phone Number

Greenville, SC, US

Deliver a world-class customer experience for US-based customers and business partners. Working closely with all elements of the commercial team, lead the initiative in new customer generation through education programs, and optimize customer retention by delivering a world-class customer support experience.

Irvine, CA, US

New York, NY, US

• Developed and implemented the operational strategy of the Life Insurance Contact Center and Back-Office processing teams to ensure the business delivery model was customer oriented, efficient & effective, compliant and.
• Developed and managed both short and long-range plans aligned with leadership vision and direction.
• Empowered and equip Managers to enable them to drive KPI performance and enhanced customer experiences.
• Led WFM team to ensure accurate forecasts, optimal staffing & schedules
• Applied continuous operational improvement approach that seeks new opportunities to create customer experiences beyond expectations.
• Operationalized a best-in-class coaching & development program that supports the transformation of the culture to one focused on constant performance attainment.

Irvine, CA, US

• Accountable for the operational, financial, and program performance of a large contact center supporting multiple clients with a significant revenue scope. Directed operational teams and support functions in a matrix.
• Executed short and long term performance strategies that exceeded client expectations.
• Directed, led, and empowered a team of managers to be focused on driving performance and continuous improvement for our clients.
• Developed and executed site's financial plan, including P&L. Managed the drivers of site and program financial performance, including attendance headcount, attrition, compensation, and billing yield.
• Led contact center support teams (HR, TA, WFM, Training, Quality, and facility) to ensure performance exceeded client expectations.
• Supported talent management of professional staff, including coaching, mentoring, career path, and succession planning in partnership with Human Resources.

Nashville, Tennessee, US

• Provided strategic leadership of Training, Instructional Design, Knowledge, Multimedia, and Technology Research teams consisting of 130+ staff fully integrated into an omni-brand and omni-channel contact center with.
• Guided the strategic direction of organizational training across six (6) contact center locations.
• Drove FCR improvements that exceeded client expectations of reduced returns and service costs.
• Increased knowledge content satisfaction by 24% and usage per call by 150%.
• Improved call agent ramp to proficiency by 45% and reduced attrition by 32%.
• Developed mission control team with capabilities to proactively identify service issues to educate agents prior to calls starting. This reduced troubleshooting efforts, and service events, as the issue was.

Ridgefield Park, NJ, US

• Provided leadership to support teams focused on driving online self-service and contact center support strategies. Pioneered innovative technology solutions and channels that increased self-service opportunities and.
• Increased customer self-service content satisfaction rate by 30% within five (5) years.
• Populated Samsung support site with Troubleshooting guides, how-to guides, FAQs, video tutorials, etc.
• Weekly KPI reviews by product groups to drive a continuous improvement culture within the team.
• Partnered with retailers for training opportunities to increase sales floor knowledge and reduced returns.
• Created training/quality/ops board of directors to drive constant knowledge sharing that drove innovation.

Newark, NJ, US

• As the Online Support Manager for Panasonic, I introduced apps, presentations, and videos that assisted customers with product and service support. I also oversaw the maintenance of functionality, usability, and.
• Acquired promotion to pioneer this role and provide support content to online channel.