Brian Dickerson

Brian Dickerson Email and Phone Number

Optimizing Results Through Operational Excellence @ RealXchange.net
Brian Dickerson's Location
Oklahoma City, Oklahoma, United States, United States
Brian Dickerson's Contact Details

Brian Dickerson work email

Brian Dickerson personal email

n/a
About Brian Dickerson

Results-driven Senior Business Executive with an exemplary record of building and leading global operations and customer care organizations to growth and profitability. Recognized for the successful start-up of a European Financial Center improving services levels and achieving multimillion dollar cost reductions. Expertise in delivering strategies for deliverables from customer care and for leading the collaboration in marketing and sales strategy to gain and retain customers at both consumer and business levels. An excellent reputation for innovation and change management in taking over problem areas, difficult projects, and underperforming teams and turning them into successes. Hands-on leader in managing multi-functional, multinational business teams, along with oversight of over 1,500 international staff.  Achieved incremental net reservation revenue gains of $51.8M and incremental net efficiency gains of $8.9M in the first year of a transformation project. Leveraged Six Sigma and Lean initiatives with greater levels of coaching, feedback, recognition, and accountability to make major strides in revenue generation and cost efficiencies. Launched the start- up of the centralized shared services center in Dublin, Ireland to support the corporate European Country operations. Grew operation from zero to a staff of 650 representing eight countries and eight languages. Saved $20M on a $1B direct to customer billing by reducing collection cycle, administrative costs, and bad debt write-offs. Recognized within Hertz Corporation as the Service Expert, representing customer viewpoint balanced with meeting the needs of the organization.Specialties:  New Business Development  Customer Service Strategy  Operational Efficiencies  Global Operations  Financial Control  Multimillion Dollar Budgets  Managing Multiple Call Centers and Administrative Units Globally  Vendor Development and Management  Global Management  Integration/Consolidation  Global Corporate Leadership  Business Modeling  Performance Management  Client Acquisition and Retention  Corporate Communications Marketing and Sales Support

Brian Dickerson's Current Company Details
RealXchange.net

Realxchange.Net

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Optimizing Results Through Operational Excellence
Employees:
2
Brian Dickerson Work Experience Details
  • Realxchange.Net
    Vice President, Customer Service
    Realxchange.Net 2011 - Present
    RealXchange is pioneering the evolution of property transactions towards a global facilitator platform. Our vision is to deliver a consumer-centric model that encourages service providers and vendors to compete for all consumer based property service requirements, for example, in order to buy, sell or rent residential property.
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  • Access Midstream Partners
    Project Manager
    Access Midstream Partners Aug 2012 - Present
    Concurrent with the development of RealXChange, I have been consulting with Access Midstream Partners to do several things, including:- Ensuring all properties were identified and properly transferred to Access in the sale from Chesapeake Energy- Developing the Office Facilities & Construction department, including the vetting, selection, and implementation of a Move & Space Management software-  Initiation of a project during which all Compressor Facilties underwent security assessments, and gained approval for a plan to install security cameras. Management of the installation of camera towers and camera equipment is currently underway.
  • Hertz
    Vice President, Customer Care
    Hertz Jun 2008 - May 2011
    Led six direct administrative reports and four functional reports internationally. Managed a domestic operating budget of $55M. Directed Reservations Sales, Customer Services, Emergency Roadside Services, Web Support, management of Insurance Replacement transactions, and additional functions supporting external customers as well as Marketing, Sales, and Rental Operations. Supported functional responsibility for same activities in other Hertz sites globally. Took over an organization that was going through a consolidation/integration of the Worldwide Customer Service Administration, and Worldwide Reservations.  Led complete reorganization of both organizations, resulting in a flatter organizational structure and efficiencies in common administrative functions. Managed engagement with global business consultants to put new programs in place, develop a playbook, and then ensure processes were driven throughout the organization and a rigor and discipline around the new practices remained in place. Ongoing transformation efforts began in April 2009. Strengthened the customer relationship through the delivery of better service. This was measured through both routine customer surveys (21% improvement in survey scores), and through metrics reflecting reduced call answering time, lost calls, and handling time. Saved $2M annually by converting a brick and mortar satellite call center operation in Mobile, AL to a totally virtual operation of 350 home agents. Achieved higher employee satisfaction with no degradation in customer service. Established and integrated Advantage Rent A Car brand into Hertz model by establishing necessary Customer Care functions and integrating into ongoing operation beginning April 2009. Virtually re-built brand support from the ground up.
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  • Hertz
    Staff Vice President, Worldwide Customer Services Administration
    Hertz May 2004 - Jun 2008
    Directed seven direct administrative reports and two functional reports internationally. Managed an operating budget of $14M. Took over an organization that was going through a consolidation/integration of various administrative, customer service, and Marketing and Sales support functions. Led the complete reorganization resulting in a more effective, efficient, robust organization. Developed, sourced a vendor, and implemented a global customer survey which receives surveys on 3,200 Hertz locations worldwide. Expanded the service to include post-reservation and customer service surveys, hiring manager surveys, semi-annual global employee pulse surveys, and exit interviews. In total, over one million surveys annually. Developed and expanded relationships with Hertz Local Edition customers to drive greater revenue, streamline processes, and reduce receivables.  Conceived “Hertz in the Neighborhood” employee volunteer program to encourage community involvement as well as employee activities. Mobilized 500+ employees for various activities and community projects.
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  • Hertz
    Director, Hertz Europe Financial Center
    Hertz Jul 1998 - Apr 2004
    Directed the building of a centralized operation in Dublin, Ireland to provide support for the corporate European countries in the areas of Billing and Receivables, General Accounting, Licensee Accounting, and Customer Services. Led eight direct reports with a budget of $32M. Developed culture that was carefully and deliberately created for this new organization to emphasize customers, employees, and company profits as the three key areas of focus. Through management and employee teams, developed Vision, Mission, and Value Statements, which were the cornerstones to the team’s success. Created transition plans and worked with country management to successfully migrate operations from in-country to shared service operation within four years.  Implemented a new receivables system to manage a $1.8B total billing, which was later implemented globally within Hertz Rent A Car. Developed and implemented testing and reporting program to ensure compliance for Sarbanes-Oxley Act in Europe. Drove additional $2.5M annual revenue to Hertz Europe by developing methodology for Dynamic Currency Conversion in credit card billings of international customers. Reduced cost per unit by 15% compared to in-country operations while at the same time improving customer service as measured by feedback from both customers and in-country management as well as by internal service-level metrics.
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  • Hertz Corporation
    Various
    Hertz Corporation 1978 - 1998
    Oklahoma City, Oklahoma Area
    Previous history included additional management experience with Hertz within all phases of Operations, Finance, Sales, and Marketing. Prior employment included leadership roles in Marketing and Sales Support where reporting and pricing delivery systems were developed and maintained. Assigned difficult, problematic areas due to history of achieving successful outcomes.

Brian Dickerson Skills

New Business Development Operational Efficiency Customer Relations Business Strategy Strategic Planning Customer Satisfaction Call Center Organizational Effectiveness Customer Service Change Management Performance Management Process Improvement Management Leadership Call Centers Team Leadership Account Management Employee Relations Recruiting Budgets Customer Retention Project Planning Operational Excellence Crm Operations Management Strategy Negotiation Forecasting Business Planning Insurance Coaching Cross Functional Team Leadership Six Sigma Start Ups Leadership Development Team Building Program Management Finance Business Process Business Process Improvement Sales Customer Experience Outsourcing P&l Management Executive Management Income Statement Supply Chain Management Pricing Contract Negotiation Training

Brian Dickerson Education Details

Frequently Asked Questions about Brian Dickerson

What company does Brian Dickerson work for?

Brian Dickerson works for Realxchange.net

What is Brian Dickerson's role at the current company?

Brian Dickerson's current role is Optimizing Results Through Operational Excellence.

What is Brian Dickerson's email address?

Brian Dickerson's email address is br****@****eam.com

What schools did Brian Dickerson attend?

Brian Dickerson attended Oklahoma City University.

What are some of Brian Dickerson's interests?

Brian Dickerson has interest in Children.

What skills is Brian Dickerson known for?

Brian Dickerson has skills like New Business Development, Operational Efficiency, Customer Relations, Business Strategy, Strategic Planning, Customer Satisfaction, Call Center, Organizational Effectiveness, Customer Service, Change Management, Performance Management, Process Improvement.

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