Paul T Brenner Email & Phone Number

Remote

Planning and Forecasting:- Manage all workforce planning and reporting.- Manage all operational efficiencies, forecasts, schedules, and long-term business strategies.- Gather daily/weekly/monthly/quarterly/yearly data- Partner with outsourcing manager and vendors leadership team on planning all intraday and after-hours routing to outsourcing vendor. Providing contact forecast. - Schedule trainings, meetings, coaching sessions, and off-phones events and activities as per active forecast.- Monitor and make adjustments based on active forecast intraday to ensure that service level, AHT, abandonment rates, average speed of answer, and all call metrics are met.- Approve and schedule time off and overtime based upon active forecast intraday.- Manage and continually improve scheduling, analytics, reporting, performance including service level, average speed of answer, schedule adherence, productivity, shrinkage, and real-time management. IVR (Interactive Voice Recognition):- Create and implement IVR strategy.- Code necessary changes to IVR. - IVR usage reporting and analysis. Project Management:- System Implementation and Integration for the Contact Center. Analysis & Communication:- Analyzes and reports on contact volume and handling times for virtual multi-skilled contact center to meet service level, average speed of answer, abandonment, and training goals.- Manage, modify, enhance, and create reporting/forecasting methodologies to enhance efficiency and productivity within a virtual multi-skilled call center environment.Reporting:- Manage the contact center reporting strategies and processes.- Develop KPI’s at center level, manager level, supervisor level, and agent level. Ensure continuity and tie in at all levels.- Develop and provide agent, supervisor, and manager reporting designed to drive performance management. - Provide Ad-hoc reporting and analysis across organization.

Rancho Santa Margarita, California

Valued member of the Irvine Chamber of Commerce, and entrepreneurial consultant, skilled in delivering small businesses with access to, and training of, tools and platforms that larger businesses use to communicate with customers. • Spearheaded recommendations for best practices to develop training programs to facilitate positive employee relations.• Identify succession planning gaps and drive consistent and effective across board programs to drive a culture of promoting leaders from within.• Evaluate staffing effectiveness and operational efficiency; guarantee that companies are on track to meet goals.• Partnered with executives and companies who conducted business with utility companies, small businesses, local city and government entities, call centers, vendors, and outsourcing professionals.• Collaborated with multi-client teams to identify trends in business issues, develop best practice solutions, and discover successes to design and present value-add solutions to customers.• Worked in partnership with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.

Brea, California

In this financial role, I maximized organizational success by controlling all aspects of a fast growing multi-million dollar account, including directing an Outbound Sales and Inbound Care Contact Center in accordance with the client’s strategic mandates of growth, profitability, leadership development, and global solutions.Selected Accomplishments:•Organized and implemented effective promotions of products manufactured and services performed to develop new markets, increase market shares, and obtain competitive position in the industry. •Regularly completed performance evaluations and human resources functions within the organization, while simultaneously promoting internal employee growth and retention. •Collaborated with multi-client teams to identify trends in business issues, develop best practice solutions, and discover successes to design and present value-add solutions to customers. •Worked in partnership with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.•Established and enforced procedures and policies governing customer correspondence and handling of customer complaints. •Managed all organizational financials, profits and losses, budget and expense reductions, client contract reviews, negotiations, and Statements of Work (SoW).

Irvine, Ca

Successfully spearheaded supervision of over 65,000 monthly inbound calls through the strategic management of all call center business, including customer service support, sales, technical support, and bilingual support teams.• Mentored supervisors to coach, develop, and train all representative teams.• Encouraged teams to accomplish daily goals by providing innovative incentives. • Increased efficiency by overseeing all hiring needs of the Customer Service department.• Ensured all quality standards were met and exceeded on a daily basis.• Analyzed statistical sales, data trends, and opportunities to continuously surpass established goals.• Conducted performance evaluations to set goals, motivate, and develop workers.• Leading, motivating, and engaging Center teams to deliver exceptional results.• Creating and driving compensation, coaching and performance management strategy.• Overseeing programs that promote recognition, development, and retention of key talent• Lead effectively to provide expert advice on ethics, compliance, and employee relations issues• Engaged in workforce management and planning.• Maintained and inspected employees workspace for Ergonomic appropriateness and adequate safety training.•Independently led a project management team comprised of employees at call-center locations in Salt Lake City, Utah, Chandler, Arizona, Bellevue, Washington, Rancho Cordova, California, Las Vegas, Nevada, Honolulu, Hawaii, and Irvine, California.•Supervised various projects for inbound call centers with a yearly volume over 5,000,000 calls, resulting in success with implementing new pricing, processes, products, and programs within the designated region.•Directed large multi-million dollar projects, including transitioning outsourced calls from vendors to in-house, which saved the company approximately $10,000,000.00.Additional Roles: Project Manager, Customer Service Manager, National Accounts Manager