Brian Wesley Email & Phone Number

• Hospitality professional management, 23+ years: Skilled in client relationship management, focused on developing and measurably improving customer satisfaction. Ability to develop creative solutions to meet clients’ complex needs and support the goals of the organization. Cross-functional team member; excellent skills in working with internal and client shareholders to develop POS technology solutions to achieve desired results. • POS Customer Support/Helpdesk/Call Center Management: Developed working partnerships with chain accounts resulting in increased contract renewals and lower attrition. Professional training and experience in managing Helpdesk teams and activities. Innovated processes and operations procedures; provided staff training. Recommended improvements to increase efficiency and performance; manage results and reporting. Improved Change Management process. Reduced support cost from $50/call to $20/call and improved Call Center operation margin by +30%• Project Management: Designed, developed and deployed Helpdesk for nationwide chain; redesigned and deployed a scalable support desk to accommodate growth needs for POS solutions provider. Responsible for multi-location implementation and installation projects. Managed transition of client helpdesk to integrated POS solutions partner/provider. Developed and supported transition plan in corporate merger. Deployed Micros 3700, BOH/Enterprise, and Business Inteligence for nationwide Quick Service chain. • Leadership: Respected leader, focused on training and development of personnel in technical proficiency, decision-making, issue resolution, escalation procedures. Manage and control production operations and costs; budget planning and measurement. High-energy, self-starter; leads by example.• Technical Expertise: Installation and development of customized solutions utilizing POS Applications, Enterprise-level Database Management, Business Intelligence tools, Call Center Tracking Systems

Listed skills include Team Building, Training, Leadership, Management, and 45 others.