Brian Nelson Email & Phone Number

Clarksville, Tennessee

Trained new hires, tenured employees, and vendors from outside organizations. Developed/updated training materials with L/D team.● Led training department in retention percentage of 90%+ for new hire classes by using blended training, personalization and clear communication. Incorporated gamification into the training curriculum, which increased participation and scores on understanding and job readiness on surveys.● Provided training and development solutions to employees and vendors, enhancing operational excellence with a focus on process improvement customer experience. ● Identified gaps in current processes and recommended operational changes and developed training materials to L&D team, Operations and clients. ● Developed expertise in Absorb LMS, SharePoint and NICE Workforce Management to ensure training needs were met.● Achieved the top 5% instructor scores based on anonymous student surveys.

Clarksville, Tennessee, United States

Maintained top 5 performing team. Collaborated with all levels of management to identify trends and develop solutions. Supervised customer service representatives through relationship building and coaching. ● Met or exceeded KPIs such as Average Handle Time (AHT), client surveys, internal quality monitoring, and adherence through weekly development. Focused on 2 goals each week and involved agents in the process to increase acceptance and drive performance.● Interpreted reports to identify performance and operational challenges and built strategic plan for improvement. Compared scorecard metrics between sites to determine changes and utilized call recordings/live listening and coaching to decrease teams AHT and increase customer satisfaction surveys by an average of 5%+. ● Created SOP for Skype, Teams, and Google chat to assist agents. Reduced team AHT led to company-wide SOP implementation● Implemented use of Zoom to live monitor remote agents and provide instant feedback and live coaching, increasing productivity and positive employee satisfaction surveys.

Tampa/St. Petersburg, Florida Area

Oversaw all aspects of a relationship marketing campaign for Fortune 500 client across 15 markets. Managed 40 full- time managers and 300+ part time agents. Accountability for operational budget of $300K per market. Oversaw of local managers, including recruitment and retention, employee relations, payroll, and performance evaluations.• Provided advanced training and on-going employee development, leading to 35% increase of internal promotions for full-time employees. • Analyzed and interpreted reports to identify critical metrics and develop strategic plans to address challenges. Used demographic data of the markets to capitalize on engaging new consumers, increasing engagements by 40% over 3-month period.• Worked with instructional designers to create/update PowerPoint training decks, curriculums, resource library, retention tools, competitive analysis, monthly/quarterly client reports and LMS. Advanced training and on-going employee development led to 35% increase of internal promotions for full-time employees.

Greater Nashville Area, Tn

Trained team members on productivity strategies, policy updates, and performance improvement Provided top-line and deep-dive analysis of quant and qual market research, performance marketing improvement metrics, and activation recommendations to Senior Leadership.•Ensured successful implementation of B2B and B2C program by leading a new priority market for a Fortune 500 client.•Secured and managed relationships with 100+ regional vendors and accounts; became Top 5 market in 2 months.•Created and managed weekly events that increased engagements of new consumers weekly.

Knoxville, Tennessee Area

• Traveled to different cities to manage store openings and implemented marketing and advertising strategies for each store• Planned and implemented the lay-out and merchandising of each store• Responsible for obtaining all licenses, permits and banking accounts• Monitored P & Ls and weekly budgets for 25 -30 stores• Hired and trained all management and associates for locations• Maintained compliance with corporate guidelines in all aspects of merchandising and visual presentation activities