Brian Brabson Email & Phone Number

Chicago, Il, Us

Management of several operational processes and procedures. Identification of best-practices and coordination of implementation with vendor to maintain exceptional standards of quality and customer satisfaction.Assist in identifying processes to contract to off-shore vendor.Research, document, and maintain processes documentation.Identify and maintain budget for headcount and equipment based on current and projected volumes.Negotiation of Service Level Agreements with vendor’s management.Coordination and training of processes to ensure contracted intervals and quality are met.Overseeing day-to-day activities and analyzing report data and trends to identify progress and opportunities..Manage Information Systems requirement.Identified as Subject Matter Expert for several processes and products.

Management of up to six teams within the organization and development of up to twenty-four direct reports. Focus on process management, productivity, and customer satisfaction.Management of daily activities including provisioner quality and productivity.Coordinate biweekly discussion among Service Delivery and Customer Support managers leading to process enhancements and conflict resolution.Led training sessions on systems and telephony to provide uniform knowledge of various systems and products.Department Liaison to Information Systems contacts to develop software enhancements and requirements.Analyzed reports and data to identify trends and areas for improvement.Identified as Subject Matter Expert for several processes.