Bryan Frey Email & Phone Number

Manage virtual training delivery support team assisting the CMS/BCC contract. Manage virtual team while providing support and guidance for multiple projects. Maintain excellent relationship with CMS and their contractors to ensure the successful communication of BCC Training needs and proper delivery of training materials.Communicate and work with cross-functional teams to ensure that all contractual training needs are being met.

First Operations Representative for the BCC Training Delivery team. Act as back-up to the Training Delivery Manager and oversee operation standards and improvements. Spent six weeks as a key player in the start-up of the Tampa BCC location. Participated in interviews and hiring, as well as educating and advising lead staff on Standard Operating Procedures. Led Consistency effort to ensure ISO compliance and consistent delivery standards across all BCC locations.Recognized for excellence in supporting Vangent Core Value "We Strive to Continually Improve" at

Trainer for the CMS/BCC contract as well as key player for process improvements and special projects. Spent six months as a key player in start-up of the Richmond BCC site. Participated in interviews, hiring and BCC staff HR issues. Set up and supported multiple training classes for multiple shifts. Trained and certified in General Medicare Tier I and Tier 2, Part B Tier 1 and Tier 2 Claims knowledge, and Email correspondence. Authored or updated all Training delivery Standard Operating Procedures and worked to ensure ISO compliance. Authored or co-authored training materials for Vangent and CMS including: Contact Center Supervisor Training, Focus Group Facilitation, Learning and Development Updates, Richmond Scorecard Pilot Training, Refresher Training and Starting Calls on the Beneficiary Tab. Created and delivered Customer Service Training for the Kansas City Regional Office staff.

Led teams of 14 to 40 in support of inbound calls to the 1-800 Medicare Helpline. Managed groups of Customer Service Representatives (CSRs) to ensure successful answering of inbound phone calls. Built a positive team atmosphere among CSRs while upholding company policies and promoting performance improvement through quality monitoring and team competitions. Trained multiple classes while supporting team and completing supervisory duties.

Answered inbound debt collections calls for the Department of Education. Received recognition for excellent customer service from supervisors and contract management. Participated in peer evaluation process. Listened to calls of cohorts and provided feedback and quality scoring for improvement.

Texas Scoring Project Led team of employees who scored fourth grade Texas writing assessments. Managed team of 12 scorers. All team members achieved third reader status due to excellent performance. Represented the project lead as the fourth reader for assessment disputes. Chosen to supervisor fellow supervisors during the six week assessment topic testing period.Led calibration activities for project. Assisted with reporting and trending for scoring and analysis of potential issues to present to customer.Fostered team relationships while improving performance and following company and project guidelines.

B.S, Speech And Theater Education

M.A, Adult Education And Training

Online, 2008 Certifications Six Sigma Yellow Belt Training Conducting Focus Groups for Organizational and Policy Research, Group.