Brian Salvatori Email & Phone Number

Denver, Colorado, United States

Greater Denver Area

Greater Denver Area

• Managed the Telco/Entertainment portfolio with multiple global customer contact center locations to deliver best-in-class performance, achieve revenue targets, and drive organic account growth.
• Provided direction to several thousand agents globally across US, near shore, and offshore markets in customer sales and support operations.
• Built and developed a leadership team to maintain high standards and performance for all accounts.
• Led project planning and management for the launch of new, high-value logos with strong growth potential.
• Oversaw financial reporting to executives, budgeting and forecasting, invoicing, and collections.
• Developed partnerships with internal and external stakeholders to launch new lines of business and new locations. KEY ACHIEVEMENTS:○ Drove call center operations to the top of balanced scorecard while improving client.

Greater Denver Area

• Managed strategic US Accounts and led marketing and sales efforts.
• Provided Strategic Operational leadership resulting in best in class performance.
• Developed executive relationships and business opportunities.
• Created new sales processes, client education materials, and client-facing marketing materials.
• Represented SPi Global through numerous trade shows, webinars, whitepapers, and speaking engagements.
• Revamped the marketing and sales strategies to increase relevance and competitiveness in the marketplace. KEY ACHIEVEMENTS:○ Drove improvements to overall client KPIs to organically grow the US line of business. ○.

Greater Denver Area

• Took over the struggling Outsourcing Operations in Asia to improve operations and customer satisfaction.
• Managed over 3,500 employees in cross-functional areas; rebuilt processes and revamped employee training.
• Built relationships and negotiated contracts with multiple suppliers across nine locations.
• Managed DISH Social Media and non-voice work, as well as Blockbuster Care and Retention.
• Re-designed and improved all back-office processes to improve efficiency of invoice processing.
• Managed budgeting, invoice processing and resolution, and financial reporting. KEY ACHIEVEMENTS:○ Drove improvements to overall KPIs and outperformed all captive locations across the BPS. ○ Launched Retention in Asia.

Greater Denver Area

• In this newly-created position, oversaw nationwide customer lifecycle management to win back customer service awards.
• Managed quality assurance, customer satisfaction, and analytics for Enterprise operations.
• Created a Voice of the Customer (VOC) analytics-reporting tool and a customer satisfaction survey to more effectively deliver a world-class customer experience.
• Improved customer experience and efficiency on calls by redesigning the agent call flow. KEY ACHIEVEMENTS:○ Designed and implemented a plan to help DISH win back JD Power and ACSI Awards.○ Increased the company’s.

Roanoke, Virginia Area

• Turned around call center operations, reputation, performance, and turnover in two under-performing locations, taking both from lowest to top performance in the enterprise within six months.
• Provided strategic leadership for call center operations, customer satisfaction initiatives, and quality control.
• Re-energized call centers through establishing vision and developing culture.
• Improved employee morale and engagement through communication and employee recognition initiatives.
• Implemented leadership development, coaching, goal setting, and management training. KEY ACHIEVEMENTS:○ Drastically reduced annualized attrition rates.○ Turned around community perception of call centers through.

Colorado Springs, Colorado Area

Customer Service Manager III - Aug '02 - April '05Customer Service Manager I/II June '00 - Aug '02

Colorado Springs, Colorado Area

Business Checks Department Manager - July '99 - June '00Additional Roles - Sep '97 - July '99Personal Checks ManagerBoard SpecialistTechnical Specialist/SupervisorCSR I - III