Brien Hall Email & Phone Number

Seattle, Washington, United States

Lead the end-to-end implementation of our products/services with a focus on providing customers the highest level of strategic partnership as they begin their customer journey.

Remote

Part of the Customer Solutions Design Center - Scoping and estimating custom professional services projects to help customers be extremely successful with Khoros solutions. Working with customers and internal partners to define requirements, determine the best options based on budget, timelines, and goals, and bring complex visions to life. Contributed to successful project concepts around digital customer experience, online communities, as well as artificial intelligence and machine learning-powered solutions.

Remote

Dedicated technical resource for premium customers, acting as central point-of-contact for support issues and escalations, providing ad-hoc technical consulting and managing product enhancement requests. Served as internal advocate for all of the customer’s needs.

Kansas City, Mo

Took total ownership of existing online community, focusing on call deflection, brand engagement and capturing the voice of the customer. Drove optimization of design, operations and promotions, leading to positive results, including:-Grew registered user base by 650%-Increased average monthly visits by 115%-Pushed average monthly engagement up by 5%-Drove user-generated, user-approved help content to grow by 900%Additional work:-Migrated customer-facing FAQs to be integrated with community platform-Developed concept for additional customer-facing community for new brand concept-Developed concept and contributed to business case for internal employee community

Leawood, Ks

Direct social media guest service for one of the top movie exhibitors in the USA. Social guest feedback point person, providing key insights to partners in operations, food & beverage, programming, etc.-Lead search and selection of a new social monitoring platform, increasing capture of documented guest social feedback by more than an order of magnitude-Managed platform parameters, achieving a 25% reduction in irrelevant posts in 2015-Designed and implemented a social response quality assurance program, leading the team to a 97% successful score-Standardized and documented field escalation process-Revamped, created and documented social care procedures and strategies-Expanded the structure and branding of the Sensory-Friendly Program as part of a cross-functional team

Buffalo, Ny

Supervise a team of agents that monitor social media channels for customer concerns. Provide guidance for complex cases. Handle escalated customer issues. Partner with local representatives throughout the company footprint in order to resolve individual customer issues and identify wider trends. Manage community forums and supervise moderators.•Part of the initial team that spearheaded TWC's social media efforts in customer care, taking the team from unknown to highly regarded. Press: http://goo.gl/GOIuU•Developed and administered training program fornew hires.•Conceptualized and launched interactive knowledge base.Press:"Facebook CRM: 10 Best and Worst Brands T-Mobile and Target lead pack of telecoms and retailers, per Socialbakers" - Adweek - 1/30/13 - http://www.adweek.com/news/technology/facebook-crm-10-best-and-worst-brands-146889"Businesses, government are listening to social media and responding" - Kansas City Star - 11/11/13 - http://www.kansascity.com/2013/11/11/4615042/businesses-government-are-listening.html

Buffalo, Ny

Building brand perception while helping customers with any service issues. Tweeting from @TWCableHelp and @TWCableBrienH, engaging customers on the Facebook page, and searching out customer concerns on all social media channels. Developed an efficient and adaptable writing style that's effective when communicating with a diverse range of customers. Provided continuous constructive input to improve processes and metrics. Took a leading role in training and mentoring new team members. Frequently called upon to give impromptu presentations for various internal and external stakeholders, including vendors, regional colleagues and our CEO.Press mentions:"Connecting with service representatives helps ease frustrations" by Stephen T. Watson, The Buffalo News 1/29/11 - http://www.buffalonews.com/business/prospectus/health/article322899.ece"The Approval Matrix: Week of February 14, 2011" - NY Magazine 2/6/11 - http://nymag.com/arts/all/approvalmatrix/71237/"God Save the Online Care Team" by Jeff Simmermon - Untangled (TWC Company Blog) 2/9/11 - http://www.twcableuntangled.com/2011/02/god-save-the-online-care-team/"New Infographic: Cable Customer Service In The Age Of Twitter" by Jeff Simmermon - Untangled (TWC Company Blog) - http://www.twcableuntangled.com/2011/04/new-infographic-cable-customer-service-in-the-age-of-twitter/"Offline vs. Online, Service Is Game of Telephone" by Matthew Creamer - Advertising Age 10/11/11 - http://adage.com/article/news/marketing-consumers-experience-offline-online-gap/146392/"The Week's Top 20 in Social Media" by Adam Clark Estes - The Atlantic Wire - 10/28/11 - http://www.theatlanticwire.com/technology/2011/10/weeks-top-twenty-social-media-secret-new-york-times-success/44292/"Time Warner Cable: Best Customer Service I've Ever Had" by Katie Parvin - The PhaseWare Files 11/16/11 - http://www.phaseware.com/PhaseWare-Files-blog/bid/77786/Time-Warner-Cable-Best-Customer-Service-I-ve-Ever-Had

Processed complaints of spam, phishing, hacking and other policy violations. Analyzed e-mail and newsgroup headers, server and firewall logs, DNS records and website code for evidence of violations. Created reports of violations in electronic database and forwarded them to the appropriate party. Selected by management to process and correct feedback reports for the department. Provided constructive input on evolving policies and procedures. Consistently scored well on individual evaluations. Adhered to and effectively communicated Company policies

Provided outstanding customer support for all Pivot products and services. Accurately and efficiently performed order entry process. Assisted with customer callbacks to complete orders. Accurately documented all customer contacts. Provided constructive input on evolving policies and procedures. Consistently scored well on individual evaluations. Adhered to and effectively communicated Company policies

Provided outstanding customer support for all RoadRunner products and services. Assisted customers in remedying connectivity and software issues. Accurately documented all customer contacts. Provided constructive input on evolving policies and procedures. Consistently scored well on individual evaluations. Adhered to and effectively communicated Company policies

Provided in-house and drop off service for computer hardware and software. Performed virus/malware removal and system security setup. Installed and configured various peripherals. Edited and duplicated marketing videos and DVDs. Advised and educated clients on networking, video conferencing and system upgrades. -Built and maintained web and social media presences.-Ensured quick turnaround times, often within 24 hours.

Chengdu, Sichuan, China

· Planned and presented Primary Grades 5 and 6, Junior Grades 1 and 2, and Senior Grades 1 and 2 English curriculum, as well as English training for the security staff of the United States Consulate in Chengdu· Produced audio teaching materials· Adhered to curriculum guidelines and requirements of schools · Prepared daily activities and assignments · Applied knowledge of Chinese (Mandarin) language in facilitating communications with students

· Contributed to profitability by exceeding safety and performance standards at established position · Consistently met or exceeded daily sorting goals at local distribution hub · Verified labeling and addressing of items for shipment · Loaded delivery trucks for maximum efficiency, enabling drivers to more effectively conduct deliveries· Maintained high standards of customer service

· Collaborated with community volunteers to produce informative programming segments for the visually impaired · Applied knowledge of reel-to-reel, mini disc, DAT and audio console in conducting daily station operations · Introduced on-air segments and schedules · Consistently met or exceeded station daily operations goals.

B.A, Anthropology

· Semester abroad in Chengdu, Sichuan Province, China from August, 2004 to December, 2004 · Participated in a wide range of learning.

A. S, Communications/Media

Activities and Societies: Honors Programin Honors Program comprised of smaller, more challenging classes while performing community.