Brian Shimelonis Email & Phone Number

Lawton, Ok, Us

United States

Remote

● Supervise inbound chat services team and tier two admin production team● Develop individual customer service representatives into a cohesive team geared toward achieving departmental goals● Developed attendance policy and key performance indicators for the entire Tier One department. Built (from scratch) tracking and dashboards to display all current metrics for department, teams and agents, including quality assurance (QA) scoring/tracking portal, quality assurance calibration portal, attendance tracker/dashboard, tier one and tier two production tracker/dashboard, quiz/knowledge checks tracking/dashboard, agent/supervisor interaction tracking, and agent scorecards.● Assisted Marketing Department with voice over work for company videos.

Dallas, Texas, United States

● Supervised high-volume inbound call/email center● Developed individual customer service representatives into a cohesive team geared toward achieving departmental goals● Tracked key call center metrics for each agent, including average handle time, occupancy, attendance, and quality monitoring scores to ensure quality/productive customer service agents● Worked closely with Program and Operations managers to ensure department had proper staffing during ramp ups/downs for the Q4 holiday season● Spent 6 months assisting the workforce management department with company attendance tracking/schedule management, approving schedule variances, gateing agents into phone splits and sending out client interval reports. ● Mastered remote managing of deployed work from home agents during covid epidemic with heavy usage of Microsoft Teams.

• Supervisor of multiple top ranked call center teams within the organization• Specializing in motivating, coaching and training teams struggling to make production quotas with heavy emphasis on soft/technical skills• Created/Implemented site wide Key Performance Indicator (KPI) tracking system• Track Key Performance Indicators (KPI’s) for each agent, including; average handle time, occupancy, attendance, and quality monitoring scores to ensure quality/productive call center agents• Heavy involvement in the creation, training & supervision of a new highly successful request for additional services division within the company• Conducted training sessions covering personally designed training materials to instruct agents on the proper execution of new standard operating procedures and system updates

Richardson, Tx

• Directly manage multiple teams of 20+ call center agents in a high-volume inbound customer support center• Interview prospective employees, negotiate salary details and finalize hiring process• Specializing in monitoring, coaching and training with heavy emphasis on soft/technical skills• Create and maintain team scheduling based on forecasting projections• Track key call center metrics for each agent, including; average handle time, occupancy, attendance, and quality monitoring scores to ensure quality/productive customer service agents

Fot, Worth, Tx

• Introduce myself to the potential buyer and welcome them to the dealership• Interview the customer to discover the perfect vehicle based upon their needs• Perform a vehicle presentation walk around and test drive demo• Negotiate terms of purchase and deliver vehicle to customer

Assisted customers via phone and email with billing and product concerns

• Directly manage three international online customer support teams. • Moderate and answer top-tier member requests, reported items and member posts for member-generated content.• Write engineering requirements for CMS enhancements.• Work closely with SEO department on site topic selections.• Create and execute aggressive link-building campaign.• Audit and evaluate departmental procedures to streamline productivity.• Analyze both qualitative and quantitative workload by each representative to ensure highest level of member satisfaction in amount of work completed.

Customer Service Supervisor 3/2006 – 6-2008 LifeScript (Health and Nutrition) Mission Viejo, CA• Assist Vice President with developing individual customer service representatives and maintaining departmental goals.• Interview prospective employees, negotiate salary details and finalize hiring process. • Create, log and administer monthly, quarterly and yearly reviews for department representatives.• Log and track departmental workflow (originated system). • Assist customer service representatives with escalated phone calls to ensure customer satisfaction. • Draft, submit and institute departmental policy changes to stay current with ever-changing customer needs

Account Executive 4/2004 - 1/2006Southern Textile and Recycling Fullerton, CA• Prospected, developed and sold liquidation merchandise to personal client base. • Exceeded department standards, selling over $250,000 worth of merchandise per calendar month. • Promoted from processing department as quality control and inventory control manager.

Fundamentals Of Business

Education record