Brian Weber Email & Phone Number

Stamford, Ct, Us

Stamford, Ct, Us

As a Gartner for Customer Service and Support Analyst, I provide service leaders and their teams with actionable objective insight, guidance, and practical tools to achieve their mission-critical priorities. Gartner's approach is grounded in objective research combining data-driven benchmarking, expert guidance, and peer-sourced insights. We partner with our clients to deliver unrivaled guidance delivered through a high-touch service.Topics I provide guidance on:Voice of Customer, Customer Effort Score, Value Enhancement ScoreKnowledge Management, Self Service Content, Self Service Portals, and SEOIVR, Generative AI (ChatGPT) for Service, Call DeflectionQuality AssuranceWorkforce Management, ForecastingOrganizational Structures, Organizational DesignLeadership Development, Talent DevelopmentSpeech and Text Analytics, LLMsCustomer Experience Strategy, Customer EngagementBudget Presentation, Cost Reduction, BPO, and OutsourcingPublished research:-The Head of Customer Service and Support’s First 100 Days-What Speech and Text Analytics Use Cases Drive ROI?-How Service and Support Leaders Should Respond to Three Economic Trends-Invest in Your Speech and Text Analytics Initiative Now, or Fall Behind Your Competition-Quick Answer: Are Multiple BPOs Better Than One?-How to Reduce BPO Costs and Develop a Statement of Work That Delivers Value-Don't Let Survey Scores Prevent You From Understanding Your Customers-Strategic Roadmap For The Connected Rep-Position Knowledge Management Systems as the Center of a Successful Self-Service Strategy-Market Guide for Speech Analytics-Self-Service Experience Assessment-Quick Answer: What Are the Attributes of an Effective Knowledge Management Article?-What the Shift From On-Premise to the Cloud Means for Customer Service & Support Leaders-Self-Service Experience Assessment-Improve your Knowledge Management Program with Governance- Secure More Customer Service Funding by Speaking the Language of Finance

Austin, Tx, Us

I served as the Head of Customer Operations for the nation’s largest lawn care marketplace, LawnStarter, where I led a team of over 250 members and the acquisition of its biggest competitor. I transformed the service delivered to meet customer demand and onboarded two BPOs. I led the implementation of numerous agent and customer-facing technologies that exceeded KPIs while correctly forecasting budgetary needs to advance the business. I collaborated with C-level leaders in Product, Growth, Finance, and Engineering.ResponsibilitiesCreated strategy for and managed the day-to-day operation of a multichannel contact center, emphasizing world-class customer satisfaction, first-contact resolution, and customer retention.I led this organization's recruiting, retaining, and scaling as a 100% remote-based team. Defined clear roles and responsibilities that assist the team leads with their development of process improvement. At the same time, work to foster an environment that encourages autonomy, accountability of all KPIs, and innovation.Provided mentoring and coaching to managers on the team via regularly scheduled one-on-one meetings and ongoing spot coaching while acting as a point of escalation for high-priority cases/customers and strategic partnershipsI created a Workforce Management team and process of enhancing our operational efficiency, productivity, and effectiveness. Set direction for the WFM team, leading to accurate forecasting, attendance policies, and optimized scheduling with a significant improvement in Service levels and cost reduction. Drove outcomes by using qualitative and quantitative data to inform strategy and improve efficiencies, as well as partnering with the Head of FP&A to propose tradeoffs that allow us to accomplish these improvements

Tallahassee, Florida, Us

I accepted the appointment as the Director of Customer Experience role to lead the agency's customer experience through technology, process, and people initiatives during COVID-19's impact on Food Stamps (SNAP) and pandemic-related benefits across three call centers and 1,300 call center agents. Responsible for the significant measurable improvement of customer experience, operations, and program office for the State of Florida's economic self-sufficiency contact centers. We implemented strategies that led to the on-time delivery of benefit payments to over 10 million customers. I was the business owner of a chatbot AI tool that contained 85% of interactions through consistent tuning of utterances and intents.I was the business owner of the Nuance IVR, and Avaya Phone answered 45% of customers' questions without the need to speak to a call center agent.Led contact center program requirements to distribute $900MM in benefits via the https://www.ourflorida.com program,

Orlando, Florida, Us

Head of B2B and B2C Contact Centers for the organization reporting to the COO. Responsible for all budgeting, technology, headcount, and P&L for customer care. Significant improvement to P&L and EBITDA based on improvements. Focused on technology, people, and processes to improve employee and customer experience. Designed and oversaw the Implementation of Genesys Cloud (PureCloud) (IVR, WFM, QA), and Zendesk for the agent and customer-facing knowledge bases, leading to significantly improved customer experience, Google Analytics, and call dispositioning app. Using technology and forecasting, reduced budget and staffing while exceeding SLAs and introduced 24/7 Commercial and residential technical and billing support.Implemented numerous processes leading to improved CSAT and NPS.Set strategy and implemented omnichannel support (Phone, Chat, Email, Social Media, AI, IVR).Direct, lead, and empower a team of employees to become organizational leaders focusing on constant improvement leading to establishing a board of governance.Identified and implemented Knowledge Management System (KM) and call dispositioning to help move from a reactive to proactive intelligent data analysis approach to contacts and reduced training time by 20%.The architect for global CX touchpoint and journey maps across the organization leading to numerous CX improvements.Responsible for negotiation and leadership of outsourcing vendor (BPO) relationships, ensuring a consistent experience with in-house agents.

East Syracuse, New York, Us

Awarded industries top CX rankings in cable industry despite multi-year, large-scale transformation projects.Program Leader for technical integration and day-to-day strategy and operational support for Customer Service activities across self-service (support.brighthouse.com), Chatbot, eCare (chat, email and social), and full-service (phone and retail) channels, including third-party partners - 4 internal & 3 vendor call centers, 1,000+ agents, 2.3 MM customers and over $4 Billion in revenue.Led the launch of corporate support team over divisions with 9 billing systems into a single support organization.Governing member for 3-year strategic plan and change portfolio after an enterprise-wide customer journey mapping and touchpoint Inventory analysis.Led innovation and execution for outstanding CX leading to documented improvement in CSAT & NPS to 2.1MM customers.Led award recognized care, marketing & communications for customer support, experience and reputation management.Developed digital QA program that created consistent experience comparable to phone support, leading to world-class interactions.Spearheaded implementation of CX improvement technology projects including channel LineUp, remote control programming, office location directions map and box emulator.Led the design and implementation of all process and content strategies for residential, business, and field support Knowledge Management for the enterprise. Led the integration of Knowledge Management into training, leading to a 50% onboarding time reduction. Improved training and new agent QA goals.Program manager for proactive sales chat, leading to increased sales.Implemented QA program to all channels, as a stakeholder worked to consistently calibrate with vendor partner and improve the program to ensure we were delivering the desired experience to the customers. Partnered with Sales & Marketing, Product Development, and Field Operations to own CX communications.

East Syracuse, New York, Us

Head of day to day strategy and operational support for Customer Service activities across self-service (support.brighthouse.com), Digital Customer Care (chat, email and social), and full service (phone specialized teams and retail) channels, including third-party partner BPO - 4 internal & 3 vendor call centers, 1,000+ agents, 1.1MM customers.Program manager for proactive sales chat, leading to significantly increased revenue.Implemented QA program to all channels, as a stakeholder worked to consistently calibrate with vendor partner and improve program to ensure we were delivering the desired experience to the customers. Partnered with Sales & Marketing, Product Development, and Field Operations to own customer care communication.Led standardization process across regions to ensure consistency.

East Syracuse, New York, Us

Responsible for all agent and customer-facing knowledge base systems content and customer experience design. These tools all saw a significant increase in use, which led to call reduction, transfers and supervisor escalations. Used a combination of Lean, Six Sigma, ITIL and Knowledge-Centered Support (KCS) for implementation methodology.Owned the employee communication process, sending all employee facing important communication via email and also house learning management system. Developed system with the development team to see which agents read critical communications. Used Tactic knowledge learned from Knowledge Management System and data to lead the divisions in multiple improvements to customer experience development of customer facing support tools like Channel LineUp, remote control programming, office location directions map and cable box emulator.Established support.brighthouse.com knowledge base, which has led to millions of self-service resolutions. This has led to increased customer satisfaction and decreased customer contacts.Leadership and establishment of Live Chat and email support teams, growing demand to a 300% increase in interactions within 2 years.Led the transition of Online Care team to BPO partner, maintaining the responsibility of interaction quality and post interaction survey satisfaction. BPO partner results consistent within 3 months. Managed Beta product support incubation team, allowing the support of new products to be supported in a small controlled group to develop support information before releasing to larger agent population.Was responsible for the design, collection and distribution of monthly reports to senior leadership. Owned all agent facing content development and technical design for all divisional business processes around knowledge base updates and maintenance.

Westlake, Texas, Us

Identified numerous customer experience enhancement projects through offshore development groups to ensure projects were delivered on time and within budget.Initiated and managed global event bridges and led fix agent notification and engagement, was responsible for real-time executive updates. Conducted post-incident reviews and worked with fix agents (internal and external) to identify and document root cause analysis and resolution. Reported findings to leadership often received a C-level audience. Led content population process and content for internal IT Service Desk knowledge base and customer repository MySupport. Was responsible for analysis and distribution of monthly reports to senior leadership.

Bachelor Of Arts (B.A.), Organizational Communication

Certificate In Finance Essentials

Associate Of Arts (A.A.), Communication, Journalism, And Related Programs

Education record