Brian Court Email & Phone Number

Jersey City, Nj, Us

New York, Us

• Manage a 3-million-dollar annual contract, 70 agent contact center operation in Batangas City, Philippines.• Responsibilities include primary 24/7 Tier I / Tier II team managing 95% of call, chat, and email intake.• Additional desks include a Salesforce – Market to Cash, and CSM Weekend / EMEA After-Hours team.• Developed and launched a sales chat program that has generated 2.75 million dollars in the past three years.• Launched the SSNC Sales Hotline in July 2020, generating 125+ leads and a 2-million-dollar pipeline.• CEO Q-1 2016 “Bravo Award” for the implementation of a 120 seat 8x8 VOIP Virtual Contact Center.

New York, Us

• Developed Captivate e-learning modules and created Podcasts to supplement New Hire training programs.• Authored detailed New Hire training agendas and implemented “Call Log” process for new agents.• Designed and promoted “CS Refresher Series” to identify relevant call types and resolutions.• Research and published “Tip of the Week” to the Client Services intranet to improve internal performance.• Provided cost assessment for purchase of state-of-the-art PA system for effective delivery of group training.

Schenectady, Ny, Us

• Training and Engagement Leader for suite of five e-business applications that support power plant and wind turbine construction: ProjectNet, Materials Management, Punchlist, e-DSR, and e-Field Service.• Trained 8000+ GE project team, customers, partners, and suppliers in 20 countries worldwide.• Developed all training materials and coordinated training plans with GE Energy business leaders.• Primary trainer for 2005/2006 GE Wind Europe & Asia Integration for global e-business technologies.

• National Corporate Trainer assigned to Nortel Networks for US and Canada on-site training assignments.• Designed training curriculum for five-person training team and managed the Fiber Optic training program.• Responsible for primary target group, level II & III IBM Field Reps in Western US, and Canada.• Telecommunications Staffing Manager responsible for recruiting, evaluating, and placing high level IT programmers and managers. Accounts included GE Corporate, IBM, Tellabs, and NYS Agencies.

• Director of Customer Service and Training supervised 30 people across four teams; help desk, project management, training and production in support of 1500 individual and group newspaper accounts.• Provided internet based editorial, classified and car buying portals, which required evaluating market size, coordinating batch file transfer via customized data loaders, and establishing FTP protocols and schedules.• Responsibilities included aftermarket technical support (helpdesk, level 2 and 3), development of customer service delivery systems, and coordination of production and support staffing.

Boston, Ma, Us

• Project Management Consultant in an electronic commerce service center, responsible for customer EDI (Electronic Data Interchange) project development, launch, and implementation.• National accounts included Lockheed Martin, Union Carbide, COSCO Shipping, Air Express International, GE Power Systems, GE Medical, GE Lighting, and GE CR&D.• Maintained technical requests for ongoing ANSI based programming development, and VAN connectivity.

Boston, Ma, Us

• Coordinated desktop support for 5000+ GE Corporate end users at 32 sites nationwide.• Developed a comprehensive project plan to roll out IBM Thinkpads and Hewlett Packard desktop computers with standard GE Corporate core load applications and network connectivity.• Created and maintained a customized communication plan for vendor support and parts management.

Radio & Television, Corporate Video Production

Bachelor Of Arts (B.A.), Radio And Television Broadcasting Technology/Technician