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.

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.

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.

Accountng / Business

Accounting

Business Administration And Management, General