Bryan Clanton Email & Phone Number

Nashville, Tennessee, United States

Directed day to day operations of a fully remote Customer Service department• Consolidated Customer Service Teams: Successfully merged three remote Customer Service departments into a unified, cohesive team, resulting in improved efficiency, collaboration, and standardized processes.• Customized ServiceNow CSM: Designed, tested, and implemented a tailored version of ServiceNow's Customer Service Management (CSM) module to streamline operations and enhance customer satisfaction.• Upgraded Phone System: Implemented a new Cisco phone system across all three Customer Service departments, improving call quality, routing, and overall customer experience.

Nashville, Tennessee, United States

Directed day to day operations of both the Training and Quality departments• Worked daily with external clients to improve quality by focusing on retraining programs and improving processes• Policies & Procedures: Created and maintained department P&P's• Quality Program: Responsible for all quality reporting for the contact center, task processing center and document processing center and presented the reporting to key stakeholders, both internal and external. Also created and maintained the projects Quality Assurance Plan• Training Program: Revised the training program by reducing the training time and re-focusing on core subjects which reduced new employee attrition by 38%• Led quarterly Quality Management Committee (QMC) meetings for senior management that reviewed the projects quality and status of Quality Improvement Projects (QIP)

Greater Nashville Area, Tn

• Designed, implemented and maintained the projects quality reporting using Power BI, Microsoft SharePoint and Excel/Power Query• Using data, partnered with business units to identify and prioritize improvement projects then implemented and tracked said projects to gauge effectiveness• Responsible for the projects Quality Assurance Program and managed a Quality Assurance team of 16 employees• Successfully led the re-accreditation for the quality section of the Health Call Center Accreditation from Utilization Review Accreditation Commission (URAC)• Prepared reports and led quarterly Quality Management Committee (QMC) meetings for senior management that reviewed the projects quality and status of Quality Improvement Projects (QIP)• Working closely with the IT and Training departments, improved the projects quality scores by 21% within first 6 months by improving the quality metrics/analysis which allowed us to better focus our on the job retraining program to areas that needed improvement

Nashville, Tn

• Supervised the Quality Control department of 7 employees and reduced the projects quality error rate from 35% down to a 18% error rate, 2% over goal by compiling and analyzing reporting to find common error trends• Active member of the interview team and assisted in the hiring decisions for new Member Representatives• Provided coaching/feedback and administrated monthly and annual reviews

Greater Nashville Area, Tn

Introduction to data analytics and business intelligence processes and tools via a six-month boot camp, focusing on Excel, Python, SQL Server, Power BI and Tableau. Course used real data presented by Nashville employers, to create projects that allowed us to communicate our findings through presentations, storytelling, building reports and creating dashboards:• Genesco – using Python/Excel, explored a dataset that included 160+ store locations with weekly retail sales over the period of 4 years to compare various metrics in order to find the top performing stores• Nashville Metro – using Python, explored scooter data of all scooter traffic downtown over the period of 3 months. Some findings were locations of most/least traffic, average trips per day per scooter and average trip distance per scooter. Datasets were 3 csv files of over 20M records per file• TennCare Enrollment Analysis – using Python, Tableau and Power BI, explored possible correlations between TennCare enrollment numbers and poverty, birth, unemployment and population changes over the last 8 years.

Greater Nashville Area, Tn

• Analyzed daily and monthly reporting metrics to ensure KPI’s were being met• Coached and mentored team members by providing daily feedback• Designed, implemented and maintained the Contact Centers intranet site/knowledge base using Google Sites• Developed the Contact Centers quality reporting tools

• Managed CSR's time and attendance as well as providing daily feedback and administrating annual reviews• Assisted the IT department in developing an auto-dialer that was used by our sales team as well as customizing a CRM application to house customer data as well as push data to various credit card processing platforms

• Scrubbed new merchant applications and boarded clients into company's CRM within company approved guidelines• Answered tier 1 inbound client phone calls and resolved a variety of customer service issues

• Answered tier 1 customer service phone calls that involved technical/billing questions and pricing inquiries• Primary point of contact for two of our largest franchises averaging a combined portfolio of $400 million in processing volume annually

Ba, English

As, Microcomputer/Networking