Bryan Crockett Email and Phone Number
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Experienced Operations Leader with a strong track record of improving operational efficiency, increasing sales results, and customer/patient experience for nationally-recognized companies through hands-on analysis and creative solutions, with proven results. Never satisfied with status quo, consistently asking, "Is there a better way?" and motivating my teams to focus on the same objective.Extensive experience in scaling operations, in Business to Business (B2B) and Direct Market Sales, and Healthcare Operations, with a focus on contact center operations and customer/patient experience.Comprehensive leadership experience successfully managing people, projects and programs in customer service, patient experience, sales and operations environments, and working collaboratively with leadership of business partners and departments to deliver results. Successful experience developing incentive programs to increase performance while maintaining consistency across multiple locations.Business Scaling experience. Transitioned a contact center operations from a single location, 15 employee site, to 4 locations in 3 states, with 600 employees. Also, developed, managed, and lead programs to meet sharp annual increases and decreases of volume that impacted staffing by 70% - 90%.Use proven experience, training & coaching background to ensure contact center site leaders are supporting and training telephone staff to deliver results and meet company goals and contractual commitments.Constant data analysis, reporting, strategic planning, operations process optimization, developing and managing budgets, contact center KPI management, training, operational program implementation, call center strategic planning, recruitment and workforce talent selection.Specialties: Operations Process Improvement, Operations Performance Improvement, Sales Training, Contact Center Operations, Contact Center Sales, Contact Center Customer Service, Contact Center Management, Multi-Location operations, Data Analysis.Leadership Mentoring and Development, Organizational Transitions/Scaling.Strategic Planning, Process Improvement, Business Solutions, Consumer Experience, Creating Employee Satisfaction, Customer Care Leadership, Process Improvement.
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Contact Center Operations LeaderRevere Health Apr 2021 - PresentProvo, Utah, Us
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Business Development ManagerAztec Financial Apr 2018 - Apr 2021Salt Lake City, Utah, Us -
Director Of Operations, HealthcareGeneral Dynamics Information Technology Jul 2014 - Dec 2017Falls Church, Virginia, UsAs a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology, systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. Headquartered in Fairfax, Va., with major offices worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is one of two business units in the General Dynamics Information Systems and Technology business segment.• Assist in directing the operations of our contact center, employing over 10,000 telephone agents in 13 locations, to manage Medicare operations and Affordable Care Act (ACA) operations for the Centers for Medicare and Medicaid Services (CMS) and the Department of Health and Human Services (DHS).• Direct reporting team of approximately 4,000 telephone agents, 260 supervisor, 40 operations managers, and 4 Site Operations Managers.• Primary responsibilities include developing and implementation of strategies to meet contractual obligations; coordinating efforts of our Senior Leadership Team, Operations, Human Resources, Recruiting, Training, Quality Assurance, Workforce Management, Finance, IT, Facilities, and Legal to develop and implement processes, procedures and timeliness to successfully deliver Operations’ Key Performance Indicators and contractual SLA's. -
Deputy Director Of OperationsConnexion Point (Cxp) Aug 2011 - Jul 2014Sandy, Utah, UsConnexion Point is a technology entity, powered by its people, to create inspired, agile, customized lifecycle communications and solutions.Comprised of four divisions, Technology, Data, Media, and Contact Center, Connexion Point aligns and focuses individualized campaigns to pinpoint accuracy. Utilizing in-house expertise, Connexion Point, from its inception, is designed to be agile and responsive, from identification of need through to solution implementation and results-driven evaluation.• Directly accountable for overseeing operations of over 500 Medicare telephone agents, 4 Site Directors, and 30 Supervisors in 4 call centers located in 2 states • Helped direct company expansion from a single office with 15 telephone agents. At time of departure, company became rated as a top employer in Utah. • Partnered with leaders in Human Resources, Quality Assurance, Training, and Workforce Management Departments to develop and implement processes and timelines to efficiently recruit, train, and staff employees, as well as a process to support and continually train agents and leadership to deliver client- and company-stated deliverables.• Worked with clients and Senior Leadership Team to identify Key Performance Indicators and methods for measuring, tracking, and achieving the KPI’s.• Improved key SLA's by 67%. -
Project Sales ManagerO'Currance Teleservices, Inc. Apr 2004 - Nov 2010Draper, Ut, UsO'Currance Teleservices is a high quality company with highly quantifiable results. A leader in the telesales industry, O'Currance offers exclusive technology, articulate sales agents and an exceptionally high calls-to-sales conversion rate. With an at-home workforce who has proven their performance in our on-site facility work from home, we have the maturity and experience to deliver the customer experience our customers expect. We offer a domestic presence to handle larger clients and provide them with the resources that will improve their business. • Managed various client projects, teams ranging in size from 50-90 sales agents, and 3-5 supervisors.• Proven record of increasing team sales conversion and increasing revenue by meeting and exceeding client deliverables. • Constant training of sales team to increase sales. In first 2 months managing a national client, reversed trend of negative monthly revenue, and began generating $80,000+ in revenue each month, ultimately resulting in an annual $2.5 million revenue increase. Responsibilities included: • sales training for newly-hired agents; • daily coaching of all agents and supervisors to improve closing rates; • managing team’s operational efficiency to increase revenue; • conduct weekly business meetings and presentations/training for my team;• conduct weekly meetings with our clients to provide feedback and present new opportunities for revenue; • interviewing and hiring process, schedule staffing/adherence; • Coordinate project details with department heads from HR, IT, and WFM to ensure project success;• development and issuance of written action plans for supervisors and agents including action plans for performance; • identifying team’s areas of opportunity and developing plans to address issues discovered; • daily and weekly reports to the Executive Team; • developed various Excel spreadsheets to help aid in data analysis for streamlining management processes and increasing revenue.
Bryan Crockett Skills
Bryan Crockett Education Details
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University Of PhoenixInformation Technology
Frequently Asked Questions about Bryan Crockett
What company does Bryan Crockett work for?
Bryan Crockett works for Revere Health
What is Bryan Crockett's role at the current company?
Bryan Crockett's current role is Contact Center Operations Leader at Revere Health.
What is Bryan Crockett's email address?
Bryan Crockett's email address is br****@****dit.com
What is Bryan Crockett's direct phone number?
Bryan Crockett's direct phone number is +120233*****
What schools did Bryan Crockett attend?
Bryan Crockett attended University Of Phoenix.
What skills is Bryan Crockett known for?
Bryan Crockett has skills like Leadership, Training, Customer Service, Process Improvement, Team Building, Program Management, Performance Management, Team Leadership, Microsoft Excel, Call Centers, Coaching, Management.
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