Brian Fussell Email & Phone Number

Greater Los Angeles Area

Santa Monica, CA

• Transition the outsourced contact center to an internal contact center.
• Implement Spoken, as the IVR and ACD, and Salesforce, as the CRM, for the internal call center.
• Participate in weekly business development meetings with upper management.
• Responsible for ensuring compliance of our call center and door to door teams to the regulations of the Public Utility Commission of Texas.
• Responsible for creating and maintaining the training material and quality guidelines for our call center and door to door teams.
• Manage day-to-day operations and metrics for Sales/Customer Service/Door to Door.

Torrance, CA

• Transitioned the sales model from a combination of outside sales and over the phone sales to strictly over the phone sales.
• Increased sales phone conversion from 9 percent to 15 percent by implementing policies, procedures, tools, scripting and training.
• Implemented a telephony system and IVR bringing visibility to KPIs such as handle-time, occupancy, call disposition and increasing efficiency, reducing costs, and improving the customer experience.
• Ensure adherence to $6MM budget.
• Manage day-to-day operations and metrics for Sales/Frontline/Customer Service.
• Manage internal teams: Sales, Customer Service, Frontline, Dispatch, Training and Quality Control.

Santa Monica

• Increased sales phone conversion from 8 percent to 45 percent by implementing policies, procedures, tools, scripting and training.
• Ensure adherence for $12MM budget.
• Manage day-to-day operations and metrics for Sales/Customer Service/Tech vendors.
• Manage internal teams: call center management, systems, training and quality.
• Implemented Score Card Routing to route calls to top performing agents and an IVR solution to identify caller’s intent. Matched callers with the most qualified agent to assist them resulting in a 4.5 percentage point.
• Oversee 5 domestic and international vendor relationships, including onboarding and training up to 300 agents.

Greater Los Angeles Area

• Created and implemented several policies and procedures to increase communication and efficiency within the Technical Support department, other departments company-wide, and vendors, including development of a.
• Developed, coordinated, and implemented department guidelines for SOP, workflow, staffing, and scheduling.
• Managed day-to-day operations of the technical support department, including but not limited to efficiency of workflow, call handle rates and queue management.
• Generated accurate and timely attendance and performance reports for daily and weekly use by upper management.
• Responsible for monitoring vendor performance through quantitative reporting and QA.
• Participated in interdepartmental management meetings to discuss company strategy.

• Assign and track callbacks to technicians
• Manage technical support queues in RightNow
• Monitor interactive client phone and chat queues
• Assist technicians with case related questions
• Collaborate with technicians on cases they are having difficulty with through LMI
• Answer escalated calls from other departments and technicians

• Provided customer support for malware infections, application issues, hardware issues, and other issues using a remote desktop connection.
• Provided step by step instructions over the phone for backups, formats, repairs, reinstalls, hardware installs and setup.
• Diagnosed and resolve all computer issues.
• Kept detailed notes in the RightNow ticketing system.

• Founded a company to service the IT needs of individuals and corporations
• Consulted for home and business computer technology, matching clients with required computer system and software
• Designed custom websites and currently a webmaster for corporate and private business websites
• Built custom computers that meet the client's needs
• Installed home and business Wired / Wireless secured networking
• Managed and organize data for government and corporate companies

• Data management of prices and products
• Organized data to help employees access client and product information easier
• Co-Designed product catalog: responsible for layout, design, organization, and presentation of products
• Maintained and serviced all computers on site and all computer needs of employees
• Supervised other technicians