Brian Wissler Email & Phone Number

Bothell, Wa

* Manage the customer experience from order submission to project completion through co-ordination with Sales, Accounting, Order Verifiers, Logistics, and Installation Crews.* Increased branch profitability by implementing department process, lowering the percentage of credits and returns vs to total revenue, during significant revenue growth. * Lowered rolling 3-month Bad Debt Account amount to the lowest recorded in all Pella Corporate branches, for fiscal 2020.* Participate in upper-management meetings of department performance and metrics.

Kenmore, Wa

• Maintained a list of project tasks and send regular reports on project activity for 94 projects.• Scheduled project meetings between engineers, clients, and/or government entities.• Coordinate projects between engineers and drafters from start of project until completion.• Draft and edit proposals, extra services, and change orders for clients.• Track and maintain projected project work hours and revenue for weekly reporting.• Assisted in completing permit materials and submitting them to government agencies.• Attend project meetings and publish meeting notes.• Communicate with stakeholders to facilitate project task completion.

Kenmore, Wa

• Created and developed financial products & strategies for families and business owners.• Schedule and coordinated insurance applications and communications between Lafayette Life Insurance Company, PerFect Financial agents, and clients.• Tracked company revenue and sent out regular reports to stakeholders.• Created and revised a variety of marketing and presentation material to provide more clarity and direction to clients.

Bellevue, Washington

• Responsible for investigating and resolving technical product-related issues that could not be dealt with by Customer Service.• Used a variety of tools and resources, including home-grown backend systems, MS SQL queries, VMWare images, SSRS reporting systems, system management tools, and others to investigate, replicate, and document product issues.• Built documentation from scratch regarding common issues and methods to test and validate reported problems with the product, reducing the workload on Development resources in resolving more issues before escalation to them by 10%.• Actively monitored the backend systems and was on-call 24/7 for system uptime concerns.• Represented the Application Support team in management meetings, business meetings, and development planning.• Assisted with the deployment of new product releases, including taking down systems, deploying new code to the various images and backend systems, and restoring access once builds were deployed.• Worked with off-shore Development and Quality Assurance resources to ensure proper knowledge, training, and processes related to the delivery and maintenance of product updates.• Worked with Customer Service to provide new tools and processes to increase first-call resolution by an estimated 30%.

Bellevue, Washington

• Selected as one of only four Customer Service specialists to remain after acquisition by LexisNexis.• Assisted in the training and onboarding of remote Customer Service teams, located in Dayton, OH.• Provided consultative troubleshooting and triage of issues that could not be supported by 1st Tier support, and documented/escalated issues to Application Support and Development as appropriate.• Represented Customer Support in business and stakeholder meetings.

Bellevue, Washington

• Only customer service representative with knowledge of all three existing products in the CourtLink family at the time.• Trained new and existing customer service representatives on the use and support of all CourtLink products, as well as internal tools, processes, and procedures.• Maintained the highest call center metrics on all teams, while balancing support and training duties.• Assisted in the selection, design, and implementation of a Pivotal issue tracking and escalation system, used as the conduit between Customer Service and Product Management/Development.

Bellevue, Washington

• Primarily responsible for the creation of and delivery of internal and external training materials.• Created phone training plan that provided users with basic and advanced guidance on using the CourtLink products.• Assessed, recommended, and assisted in the launch of an online training system (PlaceWare) that could support upward of 100 participants at a time, used by Sales to train large clients.

Bellevue, Washington

• Performed court data searches on behalf of users who were unable to complete them.• Used both CourtLink software and PACER court system software.• Created 200+ page detailed reference document providing internal users with information on how to access, search, and save case docket data from all 200+ PACER systems online at the time.

Retail sales associate, originally starting at a C level store, and worked up to the top A level store, in the district.

Associate Of Arts And Sciences - Aas, Business/Commerce, General

Education record

Activities and Societies: Yearbook Photographer, Chess Club