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.

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.

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.

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.

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.

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.

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.

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.

Newark, NJ

Newark, NJ

Fort Kent, ME

Orono, ME