Bryan Stapleton Email & Phone Number

Oakland, California, US

Oakland, California, US

San Francisco, California, US

Responsible for managing a network of customer care and collections providers and hold those vendorsaccountable to SLA’s, compliance and contractual obligations.Oversaw development of Affirm’s overall outsourcing strategy, including cost and location strategy to helpdrive and deliver on all key performance indicators.Identified strategic improvement.

San Francisco, California, US

Responsible for overall Customer Support strategy and implementation across our global operations and quality centers in Asia, India, Europe, Central and North America.Responsible for growing contact center footprint from 1 vendor, two sites and 250+ advocates to 4 vendors, 9 sites and 3,000+ advocates worldwide without sacrificing quality or satisfaction..

San Francisco, California, US

Promoted to Director and responsible for overall Community & Customer Support strategy and implementation across our global operations and quality centers in Asia, India, Europe, Central and North America.Oversaw and implemented new social media strategy that resulted in creating unforgettable social experiences, connecting hundreds of millions of people.

San Francisco, California, US

Promoted to Senior Manager and responsible for building and developing customer support team which consisted of 2,500 employees worldwide, supporting over 60 games across all key social and mobile networks.Oversaw team that provided tech and customer service to over 300 million users globally, including 4 direct reports (Manager level) and 26 indirect.

San Francisco, California, US

Responsible for managing a team of nine leads and analysts directly and supporting a team of 700+agents worldwide for some of Zynga’s most popular games.Personally developed three individuals who leveled up to other teams within Zynga. Only Customer Support Manager to have accomplished this.Implemented daily scrums with team to share wins and losses and to.

Christchurch, NZ

Manage large/strategic clients post implementation ensuring that all functional and technical requests/issues are addressed within one business day. Working with over seventy clients and over one hundred sites. Having excellent time management skills ensures that a strong, successful, long-term relationship is maintained. Deep and thorough understanding of.

Responsible for a staff of twelve customer service representatives in the day to day operations of the department and the website.Responsible for interviewing, hiring and eventual training of all new customer service representatives. Helped update and implement new customer service policies and procedures. These changes were made to address the needs and.

Implemented ISI billing platform, and 20/20 Customer Care Module.Oversaw system maintenance & provided functional and technical support to all billing software users.Workflow analysis & redesign that resulted in more efficient and accurate bill processing. Evaluated systems, employee, and process performance, which resulted in a less than 2% data entry.

Austin, Texas, US

Supported HRMS products (Payroll, Benefits Admin, and Human Resources) in the Global Support Center. Answered, on average, 30 to 40 inbound functional and technical support calls and then probed for the required information regarding each caller’s problem/question. Documented each caller’s problem/question accurately and thoroughly into Vantive. Analyzed.