Guy Brackett Email & Phone Number

Salt Lake City, Utah, US

Berlin, Berlin, DE

I was responsible for the North American based support for multiple online service brands. My teams handle contacts in multiple channels (phone, email, chat). My key responsibilities include hiring, training, operational performance, and management of front line staff. During my tenure, my team has won a place in the top 3 of Newsweek's 'America's Best.

Sandy, UT, US

I was responsible for the operational performance of multiple call centers supporting multiple clients in a BPO environment. Key responsibilities include training, operational performance, and management of front line staff and support staff for multiple different accounts and clients. I reviewed call center statistics, workforce planning, and client.

Paris, Île-de-France, FR

I was responsible for the overall relationship of a multi-million dollar client. In this role, I supported organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships. I was also responsible to ensure that client projects were implemented and performed as required by the contract.

Paris, Île-de-France, FR

I was responsible for the operational performance of multiple call centers supporting multiple clients in a BPO environment. My primary responsibility was the operational and financial performance of the site or call center I was assigned to. My daily responsibilities include training, general operations, and management of over 1,100 front line staff and.

Atlanta, GA, US

Responsible for operation of the Western Region facility. Key responsibilities included managing the migration of accounts to their geographic area of responsibility and subsequently manage the reduction of the associated operating costs. Additional responsibilities included day-to-day management of the operations and continuous process improvement.

Responsible for operational metrics and new program implementation for a 100 person Small Business Unit (SBU) in an outsource environment. Launched the electronic disbursement support project for State Government using a debit card system for child support payments. Also responsible for process improvement and development of escalation processes and teams..

Salt Lake City, UT, US

Responsible for the financial and operational performance of the customer service and support operation. Support teams included a Tier 1 outsource team of over 70 agents and an internal Tier 2 support team of 20 agents. Teams supported over 200,000 worldwide high-speed Internet connections installed in over 500 hotels. Reduced system support and customer.

Responsible for over $2 million in monthly revenue and an annual budget in excess of $5 million. Management of 150 technical and customer service agents. Developed Packard Bell NEC’s Workforce Management Center from concept to a fully functional organization within three months. Responsible for routing over 200,000 calls per week to five call centers.

Arlington, Virginia, US

Software troubleshooting and repair of the ULLS (Unit Level Logistics System) program. This support was provided for the entire post and assigned training units. Hardware troubleshooting and repair of the TACCS (Tactical Army Combat Computer System). Zero TACCS down time during tenure at Ft. Irwin, CA.