Bryan Nerio, Plcs, Rcc Email & Phone Number

United States

Call Center Supervisor with experience managing customer service operations and ensuring efficient resolution of customer inquiries and complaints. Skilled in monitoring staff performance and productivity, especially at high call volumes, and taking on escalated complaints. Proficient in hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Strong ability to ensure agents understand and comply with all call center objectives, performance standards, and policies.Some of the skills include:• Strong communication skills to effectively communicate with customers and employees. • Excellent problem-solving skills to resolve customer complaints and issues. • Ability to multitask and manage multiple priorities. • Strong leadership skills to manage and motivate employees. • Ability to work well under pressure and in a fast-paced environment. • Excellent organizational skills to manage workflow and ensure that employees understand their duties or delegated tasks. • Proficiency in computer software applications such as Microsoft Office Suite.

San Antonio, Texas, United States

Currently Working as both Direct and Field trainer for Nationwide Academy. Work with diffrent buisness units on specialty training and onboarding training. Have conducted both face to face and Virtual Training the last 6 years. Responsibilities include providing virtual sales training to Regional insurance agencies committed to nationwide business in PA,NY,NJ,RI,CT,VT,.communicate with regional sales managers and directors on any updates or additional training needs. Track, document, and communicate when sessions are completed using Salesforce applications. Direct responsibilities are to provide 10 week training onboarding sessions with new hire agents for call center environment sales. Provide when needed montly refresher or updates training. Position currently requires flexibility and adaptability as I transition from one training need to another. Other responsibilities include updating content when needed.

San Antonio, Texas Area

Processed customer credit card disputes against merchants. Handled documentation inquires and filed cases while attempted to obtain outcome in customers favor. Handled escalations and procesed arbitrary cases with Mastercard or Visa if needed once initial dispute was processed and returned. Worked as Team Lead and Subject matter expert in training classes and onboarding new employees.