Brian Penrose Email & Phone Number

Elizabeth, Co, Us

Englewood, Colorado, United States

Manage a team of seven account managers responsible for addressing service, billing, programming change, and relocation issues for multi-dwelling units, including prominent businesses, such as Wells Fargo banks. Take charge of airline accounts, namely Delta, American, and Southwest, ensuring effortless integration of Dish programming for in-flight entertainment services. Assume a critical role in managing intricate and technical responsibilities, demonstrating exceptional attention to detail. Recruit and onboard two exceptional account managers, guaranteeing their positive energy and alignment with the company's culture. Interact extensively with the training department, investing numerous hours in the creation of a week-long, 8-hour-per-day learning experience.Highlights of accomplishments in this role include:• Led the implementation and advancement of 50 optimized procedures, transforming account management, initiation of billing collection, and handling of email scripting.• Achieved significant enhancement in accounting efficiency through process optimization, resulting in a reduction of delinquent accounts from 150 to approximately 20 across all 48 states.• Strengthened relationships with key airline partners, serving as the pivotal link to prevent the potential disintegration of partnerships.• Played a vital role in overseeing the excellent implementation of Dish programming in 780 planes operated by Southwest Airlines, a task demanding the commitment of a full-time job.• Pioneered the execution of new customer service processes, placing a paramount focus on prioritizing customer satisfaction.• Collaborated closely with airline counterparts, engaging in regular meetings to address and resolve any issues while adapting billing processes and contracts accordingly.• Ensured seamless access to essential data for airline partners, navigating challenges in understanding seatback terminal viewership and acquiring valuable viewership data.

Greater Denver Area

Recognized for outstanding performance as Regional Sales Manager and promoted to the esteemed position of Director of National Accounts. Leveraged unparalleled expertise in DSL field materials to drive unprecedented growth in the CenturyLink account, a former employer. Orchestrated the strategic management of fiber optic cable and cutting-edge equipment, resulting in a notable surge in sales. Spearheaded a transformative achievement by catapulting sales from $3.5M to an impressive $6M, showcasing exceptional relationship-building skills, unparalleled accessibility to clients, and captivating product demonstrations.Highlights of accomplishments in this role include:• Assumed a pivotal role in the onboarding and management of three high-profile Manufacturer Representative Firms, entrusted with representing PPC Broadband products.• Nurtured over 35 lucrative customer relationships, resulting in the acquisition of new accounts and substantial revenue growth by 42%.• Provided expert guidance to customers, enabling the development of impactful deployment strategies, streamlined processes, and effective communication channels for all newly launched products and materials.• Spearheaded outstanding introduction and gained unanimous approval for the standardization of over 75 cutting-edge material products, forging strategic partnerships with diverse organizations and industry-leading companies.• Conducted detailed analysis and assessment of existing processes, identifying opportunities for streamlining operations and cost reduction.• Collaborated with top-level executives, field management, and technical teams to gain in-depth insights into company strategy, operational challenges, and potential areas for optimizing manual labor and material expenses.

Denver, Colorado, United States

Advanced from a technical role to Field Operations Supervisor, ultimately attaining the position of Operations Manager, assuming comprehensive responsibilities for process management. Assigned a critical six-month project to streamline operations across six dispatch centers with disparate processes. Implemented automated routing as a pivotal component of the project, revolutionizing efficiency and optimizing resource allocation by 56%. Trained a diverse group of over 500 engineers and construction personnel on the execution of new products and services. Took charge as the lead for material standardization, facilitating field trials and evaluating outside plant materials across the entire company. Spearheaded the provision of exceptional sales operational support to large business customers, with a primary focus on optimizing contract processing. Revolutionized contract management practices by replacing an outdated in-house contract repository with an efficient and secure vendor-provided solution. Highlights of accomplishments in this role include:• Elevated productivity metrics by implementing effective oversight mechanisms, leading to an outstanding 10% surge in overall productivity.• Delivered astounding cost savings of ~$56M over five years, positively impacting the company's bottom line.• Orchestrated process optimization for a team of 15 DSL Technicians/DRs, encompassing network design, equipment provisioning, crew coordination, and intake procedures.• Developed and implemented the Material Intake Process, ensuring adherence to company and industry standards (TIA, ANSI, SCTE, RoHS, IPC, TL9000, NEC, and Telcordia) for all new materials before conducting trials and integrating them into the company network.• Achieved a substantial boost in sales productivity, resulting in an impressive annual revenue increase of approximately $1.1M.• Accelerated contract cycle time, slashing the average processing period from 14 days to a noteworthy 36 hours.

Denver, Colorado, United States

Administered Qwest wireless phone support centers, overseeing tier 1, 2, and 3 support operations with a team of 600 agents and three vendor partnerships. Achieved significant improvements in service levels and wait times, transforming the customer experience. Reduced hold times from 30 minutes to less than 1 minute by developing and implementing effective processes. Resolved longstanding issues of unsettled queries and repeat calls, resulting in enhanced call quality, customer satisfaction, and shorter handle times by 55%. Established streamlined troubleshooting processes for tier 1 support, introducing a web application that expedited the identification of underlying issues.Highlights of accomplishments in this role include:• Championed and facilitated an LRAC Consolidation project, resulting in substantial annual savings of $1.4M.• Achieved significant enhancements in efficiency and standardization across all five centers by identifying, documenting, and implementing best practices.• Managed a high-performing team of up to 16 process analysts, delivering operational consultation and process support.• Instituted regular operational audits, including side-by-side observations, data analysis, and performance management reviews.• Pioneered the implementation of live listening capabilities, revolutionizing the support center's operations and providing real-time insights into agent-customer interactions.• Held the role of Network Staff Team Lead Manager, providing comprehensive support to Qwest's five Load and Resource Allocation Centers (LRACs), Field Operations, and Process Staff.

Greater Denver Area

Business Adminstration

Business Administration, Management And Operations