Brian Holberg Email & Phone Number

Milwaukee, Wisconsin, United States

• Responsible for onboarding new hires of Technical Support, Machine Repair and Inside/Outside Sales.• Leads training leadership meetings to discuss schedules, new hire competencies, and status of open positions ensuring goals and expectations are met. • Responsible for mentoring and coaching Trainers on the Customer Operations team by conducting 1:1’s to expand their knowledge on best training practices, training plans, and content development. • Submit reports on training activities, write 30,60,90 day reviews and conduct 1:1’s with new hires to discuss performance.• Facilitates the creation, updating, and publishing of process and procedure documents in IBM Blueworks• Responsible for populating, analyzing and reporting on new hire training models to recommend program improvements.• Provides support and training on the following systems: SAP ERP, Salesforce.com, Pegasystems, and IBM Blueworks.• Implemented a vetted training program for Customer Service resulting in a streamlined robust program that provided greater efficiency.• Creates and updates training documentation, programs, and eLearning within Customer Operations for new hires and in role training.• Lead Order Management project to reduce trainer’s 100% quality check of new hire orders by 25% resulting in increased productivity of trainer and new hire.

Milwaukee, Wisconsin, United States

• Responsible for onboarding new hires of Technical Support, Machine Repair and Inside/Outside Sales.• Provided coaching and feedback to new hires via quality silent service observations, and side-by-side monitoring to ensure continuous improvement.• Supported IBM Blueworks implementation team in which I authored, updated, and published standard process and procedure documents.• Managed the creation, approval, and publishing of knowledge base articles ensuring that the knowledge system is up to date allowing greater self-help for our customers.• Built eLearning competencies to gauge effectiveness of training program and knowledge of the new hires saving the trainers manual review time of 17 hours per employee. 92% of new hires pass the competency on their first attempt with a score exceeding 90%. • Lead team to rebuild Technical Support training program by creating learning modules, learner workbooks, and facilitator guides producing more sustainable training materials and methods while reducing onboarding training time by 38%.• Responsible for populating and analyzing new hire training models and recommending improvements or new programs• Created and updated training documentation, programs, and eLearning within Customer Operations for new hires and in role training.

Greater Milwaukee Area

I served as primary technical support lead for team of 15+ inside sales reps, 18+ tech support reps and 50+ outside sales reps; successfully streamlined launching process of 3 new portable printer products―ensuring technical support team provided clients with accurate feedback on recurring issues; resulting in more efficient customer service satisfaction and time saving across entire department.►Coordinated development of new FAQ documentation guide across printer models―collating project data from technical support records, website information and user guides, call volume is expected to decrease by 16%+.►Increased standardized SAP and Salesforce training process for 35+ sales reps from customer service and technical support teams; improving training material readiness and preparing customer relations documents in advance by 94%. Reorganized and structured client support information database to maximize efficiency.►Liaised between sales, marketing, new product development hardware engineering and SQA teams for portable printer lineup. Served as key point of contact to customers for tier 2 escalated calls; analyzing key issues, pre-launch product testing, post launch support, triage meetings and provided mission-critical feedback to product engineers.►Initiated and completed creation of annual certification program for tech support team; ensuring streamlined protocol for troubleshooting bugs in the system, end-user support and issues relating to printer and software updates.►Developed and maintained Salesforce quality standards throughout entire tech support team. Project consolidated case documentation and data standardization process which increased robust data documentation, integrity and expected data accuracy by 60%.

Greater Milwaukee Area

Charged with diagnosing and troubleshooting Brady printers, scanners and software; answered and documented daily incoming phone calls and e-mails from internal and external customers. Directed training initiatives for all new hires in SAP. Conducted initial set-up calls with customers to help train them on usage and setup of new printers and software.►As Technical Support Process Lead, designed effective SAP procedures, order and quote processing, repairs and case documentation, quality notifications, loaner shipments, and policies and procedures for support teams. Created step-by-step manuals that improved efficiency of technical support representatives.►Provided and maintained technical support information via electronic methods such as technical support knowledge base, and website. Maintained full departmental discussions and duties.Customer Service Supervisor | Customer Satisfaction | Product Support

Milwaukee, Wi

Supervised and coached cross-functional team of 20-25 direct customer service employees and 65-70 indirect representatives. Key responsibilities include interviewing, hiring, training, workflow, appraising performance, rewarding and disciplining employees.►Led CSR training and drove process support initiative which improved performance of Grainger Customer Service Team and absolved team from Grainger’s written warning process; by improving quote turnaround time from 51 hours in November 2004 to less than 24 hours in June 2005. ►Responded to critical complaints from customers and distributors; providing resolution within 24 hours thereby increasing customer satisfaction. In 2005, Brady was awarded Partnership in Performance Award, which is reserved for Grainger’s top 2% of suppliers.►Continually coached and mentored high-performing staff on becoming better customer representatives through side-by-side meetings and silent phone observations; notably increased customer satisfaction and loyalty.

Greater Milwaukee Area

Provided technical support for Brady Corporation customers, distributors and sales personnel. Performed scheduling of staffing, training, and team meetings.►Led documentation and training of department policies and procedures.►Maintained and revamped statistic monthly reports to include pertinent customer satisfaction information.►Interviewed and made recommendations for hiring of new employees.

Greater Milwaukee Area

Lead team of 7 employees that provides stellar customer service on a constant level. Led team to best customer abandon call rates in department history, with increased workload and unchanged staffing levels.►Team lead of technical block for SAP software; supervising projects from inception to launching―layout, debugging, training, and support. Oversaw interviewing, hiring, training, performance reviews, motivation and team discipline.►Increased turnaround time of customer repair service from 50% within 48 hours to 100% within 24 hours.►Reduced abandoned call percentage by 80% within 3 years.

Greater Milwaukee Area

Greater Milwaukee Area

Bachelors Of Business Administration In Business Management, 4.0 Gpa

Associate Of Science In Printing And Publishing