Brian Pickard Email and Phone Number

Promoted within AT&T to a leadership role. Led the training, supervision and assisting of over 150 agents across product lines and databases.Improved all call center metrics in customer service and sales while resolving escalated issues. Identified system issues and led enhancements.Improved service and product delivery by monitoring orderflows in BBNMS, Exhaust and L1 Facilities issues to facilitate expedited and assigned commitments.

Earned national recognition for meeting all metrics in customer service, sales and call management.Dependably solved customer sales and billing issues while utilizing multiple call center databases.Conducted analysis for up sale opportunities.

Implementation and supervision of the US-Visit program within the US territory. Responsible for the compliance of the international airlines and its passengers for the registration and screening on all outbound international flights. Coordinated with TSA and the major airlines while training and monitoring US-Visit employees and stations.

A Team Lead Manager in the call center technical support division for Gateway Computers. Responsible for a team of technicians including the support and training of 500 employees on customer service and troubleshooting techniques. Provided management escalations for customers with the Case Management division and other departments. Monitored the floor on call volumes, handle times, hold times, adherence and other metric objectives while disciplining and termination of employees when required.

Development and or analysis of contracted companies in the operations, marketing, financial, marketing and cash flows. Clients include small businesses in the Information Technology field to Optometrists up to a large automobile conglomerate with multiple vehicle brands and several satellites locations. Designed and implemented internal controls for various departments while maximizing cash flows.

Implemented and designed marketing initiatives for the food manufacturing company including market research, product development and production requirements. Maintained customer relations with vendors and clients nationally while promoting via trade shows and other venues.

Created, owned and managed a photo processing lab with six satellite portrait studios in several markets in large scale malls. Responsible for all phases of operations from staffing, training, production, marketing, financial management, mall lease negotiations and vendor management. Awarded National Retailer of the year by the National Photographic Association and appointed as a key Beta tester for the Sony Electronic Imaging division in the development of digital camera systems with the creation of supporting programs. Direct supervision in excess of 100 employees with revenues exceeding $2 million.

Responsible for the development of the national marketing methods, programs, incentives and investor relations for this multi-million dollar food manufacturer. Travelled nationally in campaign roll-outs while speaking at numerous seminars to an audience over 1000 attendees.