Brian Hayward Email & Phone Number

Atlanta, Georgia, United States

Start-up Fintech company reinventing the world of Automotive financing by changing the car ownership process and providing transparency every step of the way. Expanding business model towards SaaS business.Director of Digital Sales Operations Partner with Chief Operating Officer while leading team of Member Success Agents and Titles and Registration Managers focused on delivering best in class customer experience.• Built digital support strategy while partnering with decision-makers across the company to identify, recommend and implement support technologies and product enhancements to reduce costs and improve the customer experience. • Created plan to deliver 80% improvement in efficiency by collaborating with product and technology teams to drive shift to self-service and automation. • Established operational goals for the team with a focus on faster delivery and improved efficiencies.

Alpharetta, Georgia, United States

We help companies looking to upgrade or outsource their customer service find the PERFECT partner for their needs without the financial, operational, or time risk.Companies come to us when:◥ They have a customer service solution that can’t handle their volume and the quality they want while maintaining efficiency. So they are looking for a new TECH PARTNER.◥ They are looking to OUTSOURCE their customer service to save on labor, infrastructure, and material costs and ultimately manage risk and have continuity (especially during a time of change such as mergers, downsizing, or management changes).◥ Ultimately, they are OVERWHELMED with the vastness & complexity of options.Because they don’t want to end up with a solution that they overinvest in, have a nightmare implementing and that doesn't really solve the problem.Choosing the right partner shouldn’t be a gamble. That’s why we’re here!When clients work with us, they find their PERFECT Contact Center Vendor (Tech partner or a BPO company):✴Without a single doubt about the suitability of the fit✴ Without a trade-off between price & quality✴Without the stress of implementing, managing dynamic changes or renewalsAnd the best part is that◐ You don’t pay a penny – we earn a commission from your chosen vendor◐ We’re 100% Vendor agnostic – our data-driven approach completely eliminates bias◐ You get an ROI in record time!If finding your perfect customer service solution and getting it right the first time, without paying a penny sounds like something you’re interested in, MESSAGE ME TODAY ▲ to book a free chat.Or learn more at www.optivitynow.com 🌐

Alpharetta, Georgia, United States

- Led a global team (Internal and BPO) providing Technical Support, Customer Success Managers and Customer Training for Global Risk and Compliance Cloud (SaaS) and Premise based software customers. Teams within US, Brazil, Netherlands, Portugal, India and Australia. - Achieved a 5% improvement in license renewal rates and 38-point NPS improvement resulting from successful launch of Customer Success organization focused on improving product adoption and the customer experience. - Introduced key SLAs to measure success included retention of revenue, expansion of revenue, renewal %, NPS, CES and Customer Satisfaction.- Successfully implemented consistent cadence of monthly Check-Ins, QBR’s and Product Adoption Reviews. - Strong track record of owning the customer journey and successful retention. - 85% faster speed of 1st Reply following high attention to Response as 1 of top CSAT drivers.- 95+% Support CSAT for past 18 months, improved from 83% in Q4'19.- 400+% improvement in CSAT Survey Response Rate from 6% to 25+% by executing playbook of best practices.- Improved Resolution SLA% from 88% to 97% resulting from focus on continuous improvement culture, CRM system enhancements, Tools, improved Reporting and Training- Created and launched 1st global NPS survey for the company, building a culture valuing Loyalty and Customer Experience.- Built a high engagement and inclusive culture (Monthly All Hands Meetings, weekly "Customer Pulse" communique, 4 cross organizational Champion Teams, Internal Analyst Experience Surveys, Global Recognition Program, Internal Soft-Skills and Technical Training Program, Mentorship and Career Development Program) which resulted in creating a High-Performance Team. Achieved 92% Team Engagement results.- Achieved lowest attrition (<10%) of any organization across the company. - Developed and Implemented plan to achieve 40% YOY growth in Customer Training revenues with new offers and subscription model.

Atlanta, Georgia

Aptos, The largest provider of enterprise software concentrated exclusively on retail. Cloud-based B2B solutions are trusted by over 1,000 retail brands in 65 countries. - Led 300+ team members delivering global remote technical support for Cloud and Premise based Software and Hardware customers with primary locations in Atlanta (HQ), Montreal, UK, Milan and Philippines (Concentrix BPO)- 21% Improvement in CSAT in less than 1 year – leveraging Playbook of Best Practices and doubled survey response rate in less than 9 months.- Improved First Call Resolution from 40% to 55% by transforming support team from traditional tiered based escalation model for tickets to “Swarming approach” where L1 and L2 resources co-located in teams. - 40% Faster Speed of Resolution; highest historical Response SLA (99%) and Resolution SLA (93%). Improvements resulted from support model from Tiered approach to Swarming.- Implemented Premium Support offers to grow revenues and Strategic Support teams to serve top 50 customers.- Integrated disparate regional teams into “One Global Team” with common practices and culture- Seamlessly shifted work from internal to BPO managed within Philippines (Concentrix) to drive lower costs- 5 Point Customer Support NPS improvement, greatest improvement of any organization in the company. - Achieved highest Response SLA (99%) and Resolution SLA (93%) performance in company history - Transformed customer-centric culture via the “Triangle of Success” (Analysts, Customers, Business)- Set the success plan for key customers, directed optimization plans, P&L reviews, BPO Vendor Management, customer experience improvements, collaborated on cross-team issues and launched Premium Support offers.

Alpharetta, Georgia

OpenText, a global $2.9B Computer SW - Information company. Top 10 Global Software company empowering customers to organize, integrate and protect data. 1,600 global Support personnel in 25 countries providing World Class Support to over 100K customers/partners. (12,200 Employees)- Led 350+ team members delivering Managed Services, VAN Messaging and Software Customer Support with primary locations in North America, Europe and Philippines in support of global customers- Achieved 97% CSAT - Championed efforts resulting in 15+ % point improvement - 21% Reduction in demand for labor by implementing detailed Product Trend and Customer Trend Analysis; updated on a quarterly basis. Initiatives drove Automation, Self-Service, and Knowledge Management actions. - 60+% Increase in Speed of Resolution over 24 months by analyzing drivers of demand for labor, automating alert notifications and engraining culture of operational excellence- Communicated customer feedback and showed patterns and solutions to influence internal stakeholders on the prioritization of needed product quality improvements. Reduced support tickets from defects/bugs by 12%.

Highlands Ranch, Co

Multinational technology company that specializes in cloud communications and work stream collaboration solutions. Leading provider of Call Center, Video, and IP Telephony products. Over 8,000 Support Professionals.- Managed $1.2B Service Offer portfolio; Led a global team of 65 Services Product Managers dedicated to Unified Communications, Video, SMB, Enterprise products & Advanced Services - Spearheaded effort to achieve J.D. Power and Associates certification for Best-in-Class Support and Service Delivery Experience 4 years in a row. Received 14 TSIA industry awards for Quality of Service - 30% lower call volume by driving Automation, Knowledge Management & Self-Service Solutions- Invented suite of sales enablement and customer loyalty tools; “While You Were Sleeping 2.0”- Achieved 10% higher renewals by innovatively demonstrating value from products and services- An accomplished Best Practices Speaker at Industry Conferences (TSIA, IQPC, SCORE & IAUG)

Highlands Ranch, Co

Accountable for Customer Experience Management and development/delivery of 3-year Strategy and Business Plan for Global Service Delivery team of 8,000 employees and $825M budget. - 30% reduction of workforce over 3 years while improving CSAT resulting from Strategic Plan- Implemented cross business cultural transformation program resulting in stronger Customer- Centric culture, improved Customer Satisfaction and Team Member Engagement- Led multiple global teams of 1,200+ Remote Backbone Engineers and Service Desk Technicians providing technical support for Enterprise, Small Business solutions and Advanced Service offers - Created consistent delivery processes and infrastructure across 20 Centers around the world - Integrated Large and Small Business cultures into one cohesive team. Accelerated actions to up- skill talent and create capacity through process efficiencies to deliver globalization strategy - Designed and implemented cross business cultural transformation program (4 phases) resulting in stronger customer-centric culture, improved team member engagement and 10% higher customer satisfaction.- Negotiated and managed the largest Managed Service contract in history of Avaya/Lucent/AT&T; $75M per year. Recognized as "Negotiator of the Year" by senior leadership team.- Executed Merger & Acquisition plan and integrated 30% of services workforce resulting in 15% improvement in gross margin.

Parsippany, New Jersey, United States

Led 300+ team members with accountabilities of creating a National Services Tele-Sales center, Enterprise Customer Cash Management, Billing and Ordering, and Inbound Customer Support - 43% CSAT improvement (From 46% to 89% in 11 mos.) from “Customer Experience Breakthrough Teams” - $12M incremental Services revenue generated in 6 months; protected $100M annual maintenance renewal revenues resulting from launch of new proactive telemarketing program to improve account coverage.

Bs, Business Administration: Concentrations In Finance And Marketing

Executive Education, Center For Telecom Management

Executive Education, Managing Technology And Innovation