Brian Iskric Email & Phone Number

Fort Lauderdale, Fl, Us

Orlando, Florida Area

United States

Miami/Fort Lauderdale Area

Greater Boston Area

RESPONSIBILITIES Manage a book of business for the New England region in excess of $14 million. Partner with internal account/project management teams and other practice areas to ensure successful project handoff and deliveryCraft proposals, strategy documents, and client correspondence by actively engaging in new business effortsSupply mentorship, training, guidance and professional development internally and to clients.

Greater Boston Area

Woburn, Ma

Originally hired in July of 2011 as Manager, User Services I had a team of 12 on-site and remote User Services (dual sales/support role) rep direct reports. My duties included call quality monitoring and coaching on both the sales and support end, aiding User Services management team in formulating the overall organizational strategy at weekly meetings and acting as de-facto Salesforce subject matter expert within the management team. Through weekly coaching meetings with my… Show more Originally hired in July of 2011 as Manager, User Services I had a team of 12 on-site and remote User Services (dual sales/support role) rep direct reports. My duties included call quality monitoring and coaching on both the sales and support end, aiding User Services management team in formulating the overall organizational strategy at weekly meetings and acting as de-facto Salesforce subject matter expert within the management team. Through weekly coaching meetings with my individual reps I was able to work closely with them to enable them to exceed their sales goals. My team continually performed at a high level, always topping the leader boards. I am proud to say that reps would often come to me for career advice or mentoring regardless of whether or not they directly reported to me. I was quickly tapped by the Vice President of User Services and Sales Operations to manage a newly combined Sales & Support Operations team of 6 as the Manager of Sales Operations. Here I was tasked with managing the day to day operations of a highly diverse and skilled team of sales analysts, CRM developers and project managers. Taking the helm during the busiest time of the year for Sales Ops, annual planning, I successfully guided the team into 2012 having aided in the completion of sales compensation plans, quota planning and Salesforce improvement projects the largest of which being an all-in-one Ticket creation and sales lead routing tool to improve process efficiency and routing accuracy for the User Services organization. Throughout 2012 I have personally project managed or have been an integral part of many successful projects mostly surrounding Salesforce CRM integrations and feature addition/enhancement rollouts.Projects include:• SFDC integration with BoldChat software• SFDC integration with Silverpop• SFDC Integration with OneSource• SFDC Chatter rollout• SFDC integration with Lattice Engines Show less

Manage team of “Auction Experts" charged with answering inbound support inquires via multiple channels and proactive consultative outreach for the purpose of improving client revenue through use of best practices and software featuresSupervisory duties include hiring, training, day-to-day oversight and mentoring with a focus on honing the reps' skillsets and putting them on career paths, approving vacation requests and expense reports and managing their comp plansCompany-wide CRM tool… Show more Manage team of “Auction Experts" charged with answering inbound support inquires via multiple channels and proactive consultative outreach for the purpose of improving client revenue through use of best practices and software featuresSupervisory duties include hiring, training, day-to-day oversight and mentoring with a focus on honing the reps' skillsets and putting them on career paths, approving vacation requests and expense reports and managing their comp plansCompany-wide CRM tool administrator (Salesforce.com) - responsible for oversight, modifications and customization as well as data integrity and reporting for multiple departments up to and including the CEO directlyDe Facto Sales Operations manager - responsible for driving sales process standardization via CRM tool and extensive reporting and forecastingDirect daily interface with the Product Development team including the VPs of Product Management and Engineering to relay customer feedback, product features, software bugs and release schedules and their related notificationsContributions to major software features and functionality include designing and building the first major redesign of the auction platform look and feel, redesign of all customer training modules and the conception, design and implementation of an in-line training methodology within the softwareUpkeep and improvement of the online Knowledgebase which resulted in a decrease in inbound support inquiries allowing the Client Services team more bandwidth for proactive outreach.Spearheaded the use of social networking (Twitter, Facebook) for both the Sales and Client Services teamsDeveloped and implemented the first revenue management incentive program for the Client Services team in the company's history Ad hoc and weekly reporting across multiple sources Part of the monthly management team meetings (including the CEO, CFO and all department heads) tasked with driving the direction of the company Show less

Managed/refined Client Services team processes and workflows including CRM optimization for maximum efficiency. Ran monthly reports on team metrics for the VP of Client Services from a variety of sources (Salesforce CRM, Oracle BI, Telephony, Liveperson etc.) - High proficiency in Excel. Supported clientele of non-profit organizations on cMarket's online auction platform - some requirinig full project management through the use of managed services including web graphics… Show more Managed/refined Client Services team processes and workflows including CRM optimization for maximum efficiency. Ran monthly reports on team metrics for the VP of Client Services from a variety of sources (Salesforce CRM, Oracle BI, Telephony, Liveperson etc.) - High proficiency in Excel. Supported clientele of non-profit organizations on cMarket's online auction platform - some requirinig full project management through the use of managed services including web graphics customization, online promotional technique consultations and marketing effectiveness based on key auction metrics. Show less

*As an individual contributor, review and respond to inbound customer technical questions and issues via customer self-service web application, e-mail and phone.* Create and maintain knowledgebase content, user documentation, training material* Develop and track customer support metrics to improve responsiveness and increase customer satisfaction* Compile and track product bugs/issues* Work with technical staff to reproduce and resolve customer technical issues.* Develop… Show more *As an individual contributor, review and respond to inbound customer technical questions and issues via customer self-service web application, e-mail and phone.* Create and maintain knowledgebase content, user documentation, training material* Develop and track customer support metrics to improve responsiveness and increase customer satisfaction* Compile and track product bugs/issues* Work with technical staff to reproduce and resolve customer technical issues.* Develop company service standards to satisfy customer needs and expectations.* Train staff in company process, procedures and high standards of service.* Act as a customer advocate Show less

Managed all office upkeep including supply ordering and maintenance, very basic IT and sales collateralAssisted with basic accounts receivableContracted entertainment for exclusive clientele throughout New England including the Four Seasons Hotel, Ritz-Carlton and Museum of Fine Arts as well as corporate and social events

Dual Degree: Ba; Ba, Music Business; Music Synthesis

Emphasis on publishing, record company operations and entrepreneurship Promoted to Head of Promotions for Heavy Rotation, student run.

Certificate, Business Analyst Certificate Program

Education record