Brian Macleod Email & Phone Number

Portland, Me, Us

Portland, Maine Metropolitan Area

Responsible for owning all P&L responsibilities and leading the execution of operational plans for customer support across Retail Contact Center Operations, Workforce Management, Reporting & Analytics, Knowledge & Quality, and Process Innovation. Strategizes and delivers seamless customer satisfaction across various channels, focusing on operational excellence, driving technological innovation & continuous improvement in the Contact Center. Brings thought leadership in overseeing colleague engagement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives. Collaboratively partners with IT, HR, Finance, and other support teams across programs related to optimizing the customer and colleague experience and driving favorable business outcomes.

Responsible for building strategy and driving execution for Chewy's Virtual Customer Service organization, with a relentless focus on delivering great outcomes for our pet parents, our fellow Chewtopians, and our business. Establishes strong partnerships with key internal stakeholders - Human Resources, Talent Acquisition, Employee Engagement, IT, Learning & Development, Legal & Compliance, and Workforce Management - to build and execute processes and programs that deliver an exceptional customer and employee experience. Models accountability, creativity, resourcefulness, energy, passion, leadership, integrity, honesty, and team building to inspirationally lead a large organization across multiple geographies.

Responsible for driving the overall strategy and execution of highly specialized and escalated customer care and support functions across all contact channels - phone, email, chat, social media - to deliver cost efficient, perfect customer experiences at scale in a complex and dynamic environment. P&L owner of an 700+ person organization across nine physical and three virtual regions, overseeing all premise-based and remote contact center operations functions. Successfully and effectively partner with key stakeholder teams such as workforce management, training, recruiting, and process transformation to drive innovation while improving the customer experience, financial performance, and employee engagement. Foster a winning culture through enthusiastic leadership and the ability to effectively communicate across all levels within the organization.

Brunswick, Me

Wilton, Me

End-to-end responsibility for the operations of a customer contact center supporting Customer Care and Fraud Operations for Barclays US Cards & Payments. Business owner of Customer Care voice and digital servicing, including phone, secure messaging, and live chat. Lead a diverse team to ensure operational excellence in the areas of staffing, workflow, quality control, customer experience, employee satisfaction and community engagement for a 325 person staff. Responsible for broad scope of decision-making, strategy creation, and complex problem-solving in order to deliver on critical company, customer, and colleague objectives. Review and recommend new methods & procedures to make daily operations more efficient. Work closely with Human Resources partners to ensure consistent management and application of personnel policies and procedures. Forge strong partnerships with community leaders to deliver value-add citizenship contributions to the areas in which the business operates.

Wilton, Me

Responsibility for the day-to-day operations of a customer contact center supporting Customer Care within Barclaycard US. Lead a diverse team to ensure operational excellence in the areas of staffing, workflow, quality control, customer experience, employee satisfaction and community engagement for a 180-person staff. Responsible for broad scope of decision-making, strategy execution, and complex problem-solving in order to deliver on critical company, customer, and colleague objectives. Review and recommend new methods & procedures to make daily operations more efficient. Work closely with Human Resources partners to ensure consistent management and application of personnel policies and procedures.

New Gloucester, Me

Responsibility over the activity, production, and overall performance results of the Vendor Management Services (VMS) recruiting team. Identify opportunities for additional training and coaching. Responsible for creating forums through which best practices are shared as well as identifying processes and procedures that require improvement and/or implementation. Complete and administer performance evaluations for Recruiting Associates, Senior Recruiters, and Account Managers. Work closely with Human Resources partners to ensure consistent management and application of personnel policies and procedures.

Falmouth, Me

End-to-end responsibility of back office operations for consumer & small business collections, asset management and loss mitigation divisions. Led a team of two Process Managers, two Supervisors, and two Operations Analysts who were responsible for process improvement, staff development and reporting for a 25-30 person organization. Partnered with consultants to identify core tasks, assign standard times, and build daily, weekly, and monthly productivity reporting to be used for employee performance tracking and development. Worked closely with Human Resources partners to ensure consistent management and application of personnel policies and procedures. Accountable for meeting monthly, quarterly, and yearly budget goals.

Newark, Nj

Managed the operations of a collections call center and was responsible for mitigating risk on a $200MM-$400MM high-risk card portfolio. Led a team of seven to ensure operational excellence in the areas of production, quality control, customer experience and employee satisfaction & development for a 100-120 person organization. Responsible for meeting monthly, quarterly, and yearly budget goals while positively impacting employee satisfaction. Proactively identified potential regulatory issues and assessed associated risks to protect the reputation of the bank and the customer experience. Worked closely with Human Resources partners to ensure consistent management and application of personnel policies and procedures. Provided business updates to national operations executive on a weekly, monthly and quarterly basis.

Newark, Nj

Newark, Nj

Fort Kent, Me

Orono, Me