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.
• 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.

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.
• 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.
• Conducted detailed analysis and assessment of existing processes, identifying opportunities for streamlining operations and cost reduction.

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.
• 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.
• Achieved a substantial boost in sales productivity, resulting in an impressive annual revenue increase of approximately $1.1M.

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.
• 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.

Greater Denver Area

Business Adminstration

Business Administration, Management And Operations