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.
• 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.
• 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.
• 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..
• 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.
• 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.

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.
• 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