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. • Created Core Values on-boarding course on company culture • Collaborated with Product team on updating/creating all content for Digital Knowledge Base for all users• Worked with sales executives on High Value Accounts to assure dedicated support• Responsible for rehabilitating broken customer relationships; reduced churn by 1.5% in 2019• Commissioned/trained and managed outsourced call center in Memphis TN • Introduced Customer Satisfaction metrics to CEO, while procuring ticket issue analytics to identify areas of opportunity• Reduced customer response time by 24 hours and improved CSAT by 15% YoY2019

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.• Facilitated inter-departmental communication to effectively provide Customer and vender Support• Created special project teams to address business needs for K12 Private Pay team and non-MPS virtual Colorado schools which included extended enrollment deadlines, and last minute enrollments• Identified KPI outliers through analytics and live monitors/provided feedback to vendor leadership and keeping Sr. Director of Enrollments abreast of activities and initiatives at Startek site.• Directed weekly QA calibration and site QA team with process and policy updates including behavior focused training in areas of professionalism, empathy, building rapport and gaining commitment• Introduced coaching, training concepts and methodologies to vendor leadership team• Quarterbacked incentive and recognition programs throughout the Enrollment campaign

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. ▪ Manage large employee base and HR issues arising from FMLA, pay, and attendance. ▪ Delegate workload to team leads so that deliverables and deadlines are met. ▪ Vast experience with change management and customer advocacy behaviors. ▪ Assume ownership over team productivity and manage workflow to meet or exceed quality service goals. ▪ Facilitate inter-departmental communication to effectively provide customer support. ▪ Develop highly empathetic client relationships and earned reputation for exceeding service standard goals. ▪ Extensive experience negotiating with customers and end-users on complex billing issues and month over month service plan overages. ▪ Responsible for transitioning workforce into Sprints Complex Billing Inquiries LOB through training, coaching, counseling.

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 efforts. • 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