Brian Ouellette Email & Phone Number

Merrimack, Nh

Bedford

Hooksett Nh

 Identified operations defects and promoted changes to increase efficiency and improve member experience. Promoted interdepartmental collaboration Established priorities ensuring focused approach of key performance objectives Generated programs to motivate, develop, and promote staff. Validated results through voice of customer survey and employee survey results. Responsible for staff of +100 customer services associates with direct supervision of 6 team leaders.

Oversaw all aspects of call monitoring activities as a part of the call center quality control processesPerformed analysis of call accuracy data for the site to identify gaps in current process and opportunities to improve customer experienceSpearheaded site calibration efforts while ensuring thorough and consistent execution of standard defined processesEquipped with in-depth knowledge of Customer Satisfaction Index (CSI) data analysis to identify opportunities to improve customer experienceProvided primary leadership to a team of QC specialists (MMK & TOR)Developed plans and recommended process improvements to increase quality and ensure utmost customer satisfactionMonitored and maintained NICE call recording hardware; administered databases to track error rates, ensure compliance with call monitoring, and associate service ratingsSuccessfully directed the implementation of new call recording platform (NICE Perform)

Provided efficient performance in leading one of call center top strategic initiatives, which focused on increasing associate retentionPlayed an integral role in FHRS Black Belt project to promptly resolve issue related to BAC HRP SLA issuesAppointed by VP / GM to participate in PMO for site; assumed primary responsibilities for call center initiatives

Demonstrated strong leadership expertise in managing team of 20 employees and one supervisor in a call center providing outsourced services to institutional clientsEfficiently handled high risk / exposure items to minimize loss through in-depth analysis of potential risk areas and strict implementation of corrective actionEnsured compliance with guidelines and customer satisfaction standards; provided feedback to representativesDeveloped challenging individual goals to motivate employeesConducted performance evaluations to create individual development plans including career planning guidanceParticipated in several internal and external call center meetings regarding the image, vision and direction of Customer Support ServicesOrganized and coordinated physical location of associate to maintain structure focused on environment consisting of more than 700 associatesSuccessfully implemented projects and led cost reduction efforts through Six Sigma methodology

Accountng / Business

Accounting

Business Administration And Management, General