Nicholas Brenner Email & Phone Number

Denver, CO, US

Tysons, Virginia, US

Tysons, Virginia, US

Responsible for all NuAxis CSC helpdesk analysts in 3 different lines of business

Denver, Colorado, US

• Responsible for the overall leadership, direction, and management of the Customer Support department.
• Oversaw all policy development and implementation
• Created technical tiers for customer support/ created first contact team for all customer inbound inquiries
• Negotiated compensation restructure for entire staff upon arrival which improved performance and moral
• Managed cross-functional team collaboration to execute project scopes from idea to completion
• Recruited, hired, and developed all training material to maintain continuity of company personnel.

Herndon, VA, US

• Established/ Nurtured Business relationship with outsourced service provider StarTek Grand Junction
• K12 Liaison working with StarTek Support team, K12 Enrollment Team, Private Pay Team, Sales Support, Customer Care, Managers and Directors, Reported to Sr. Directors and Vice President at Corporate Headquarters
• Provided support by working side by side with StarTek, having day to day responsibility of Daily operations, Daily direction, quality assurance, vender services and performance
• Manage workflow/staffing and operational strategy for development and training
• Analyze key performance indicators and financial data to increase productivity and cost effectiveness for operation of 126 employees working 7 days a week
• Delegated workload and operations tasks daily to Vendor management team so K12 expectations, deadlines and deliverables are met.

Lakewood, Colorado, US

• Developed a structured, systematic process for the organization's Call center operations in order to provide optimal output in increasing sales
• Created unified operational guidelines that simplify the way departments communicate within the Business
• Consultative advise on inception of customer service and sales scripts
• Consultative advise on labor development, training and coaching to increase productivity
• Able to use outside the box thinking to resolve a variety of complex operational issues.

Overland Park, Kansas, US

• Able to use outside the box thinking to resolve a variety of complex customer issues.
• Take high priority escalated calls from customers regarding billing equipment and network issues.
• Coach, develop, and train employees how to communicate with end-to-end users on billing, network and equipment issues.
• Manage workflow and average handle time, transfers, offer rate, customer satisfaction and next-call prevention for each employee (managing a team of 15 employees).
• Analyze Key Performance Indicators (KPI) and data for each employee; increasing productivity while decreasing costs by using all the available data.
• Experience working with various LOB; Finance, National Sales Support, Telesales and Direct Sales Channels.

Knoxville, TN, US

• Responsible for articulation agreements with two year colleges, which included setting appointments with College Presidents, Deans, Directors and Transfer Coordinators.
• I acquired leads through career fairs and campus visits, and was responsible for developing leads into articulation agreements.

Columbia, Maryland, US

• Recruited nurses and facilitated the hiring process, which included interviewing and screening candidates
• As a recruiter I was responsible for placing them on top medical assignments, consulted with clients to provide staffing solutions, resolved client customer service issues and assisted in all operations and marketing.
• I gained leadership skills in the areas of conflict management, as well as managing various personnel issues.

Bachelor Of Arts (B.A.), Human Communications

General Studies