Hello! My name is Brian Bonser and I possess a constant desire to exceed customer expectations through technology and people. My history of success in customer experience, customer service, customer support, and contact center operations is directly related to my ability to motivate and lead teams to consistently seek innovative ways to deliver beyond expectations. My well-developed qualifications have been acquired from leading diverse teams focusing on operations, learning and development, instructional design, knowledge management, quality, multimedia and phone/chat/email/social media operations. I am a skilled leader in analyzing existing operations and driving strategies, processes, and technologies to improve performance and financial outcomes. I am adept at leading teams across multiple GEOs, sites, brands, and channels. If you are looking for a leader who can motivate employees to consistently exceed customer and client expectations, bring operational and support teams together in collaboration of common objectives, and create a positive, customer-centric culture, let’s talk!My talents in assessment and evaluation, problem solving, and continuous improvement have increased organizational profit. Some of my top accomplishments at various organizations include: • Improved customer NPS by more than 34%, and training eNPS by more than 80% in 12 months • Improved agent ramp to proficiency by 45% and reduced attrition by 32% • Implemented innovative training methodology that decreased new-hire training time by 25% • Increased knowledge content satisfaction by 24% and usage per call by 150% • Delivered annual cost savings of 20% on a $10M budget, which outperformed annual AOP targets • Reduced content development times by 33% by analyzing silo work streams, implementing lean methodologies, and increasing employee collaboration • Increased customer self-service content satisfaction rate by 53% within five (5) years • Recognized as industry leading customer service from 2012 to 2014 by Laptop Magazine • Founded live chat and social support channels that achieved customer satisfaction rates of 84%.