Peter Brau Email & Phone Number

Centre, Al, Us

Centre, Al, Us

Arlington, Virginia, Us

Coordinates Stabilization planning, operations, and activities throughout USCENTCOM’s area of responsibility.

Arlington, Virginia, Us

Provided civil affairs operations expertise to exercises and crisis action teams and senior leadership during major operations, campaigns, and crisis response actions.

Arlington, Virginia, Us

Managed planning, development, consolidation, analyses, production, and dissemination of strategic communication synchronization products across the Headquarters, component commands, subordinate organizations, Department of Defense, and U.S. Government, and international coalition partners.

Arlington, Virginia, Us

Managed planning, gathering, consolidation, analyses, production, and dissemination of civil information, products, and processes across the Headquarters, component commands, subordinate organizations, Department of Defense, and U.S. Government, and international coalition partners.

Fort Liberty, Nc, Us

Operations officer for Civil Affairs Brigade regionally aligned with Middle Eastern area of operations.

New York, New York, Us

Demonstrate a discerning sense of organizational efficiency and lead a team of 25 inbound customer service/sales representatives working on The Home Depot credit card account. Assumed full accountability to hire and train staff on diverse aspects of account management, customer services and operations, and analysis.∎ Demonstrate an unwavering commitment to providing exceptional customer service, with the ability to build productive relationships and improving the Net Promoter Score (NPS)o Increased Net Promoter Score 8% year over year. Achieved 56.44% Net Promoter Score, 78.22% First Call Resolution, 82% Overall Satisfaction, and 87% Agent Satisfaction in 2013∎ Play a pivotal role in defining reporting standards, and train on-shore and off-shore base agents at three sites, to reduce average handle time, reduce costs, and improve customer experience∎ Manage training of 35+ managers in four different sites (Gray, Tucson, Roy, Irving), on aspects such as optimizing use of NICE, integrating NICE IA, Cognos contact analysis reporting, transfer/hold reporting, and key metric reporting∎ Spearhead key initiatives and organizational projects to increase customer delight survey results, contribute in contact analysis monitoring pilot program, and development of Always Train Digital talk-offs∎ Aid in developing actions to mitigate customer pain points; improved service delivery through analyzing team performances, monitoring variances in real time, and assessing impact of changes within departments

Arlington, Virginia, Us

Served as senior intelligence officer for senior liaison detachment with multiple deployments to South Korea. Ensured seamless intelligence coordination between coalition partner headquarters and senior Army command headquarters.

Arlington, Virginia, Us

After a 10 year break in service, and entering a new career field in the military, focused on rebuilding competence in that field. Expanded knowledge in logistics earning top spot on Commandant's List in each school I attended, setting the example for others to follow. During annual training exercise at National Maintenance Training Center, acted as Transportation Officer leading new group to successful operation.

Berwyn, Pa, Us

Assumed a highly visible leadership position, to manage an outbound and inbound 250 seat call center employing over 250 customer service representatives supporting AT&T. Held accountable for annual revenues over $6MM. Elevated departmental efficiency and productivity through monitoring service levels, absenteeism & manpower planning, along with recruiting, training, operations, and quality services.∎ Combated skill gaps through identifying talent development requirements and accomplishing staff training; successfully increased agent utilization 7% in 90 days∎ Directed and steered comprehensive improvement initiatives through monitoring and enhancing KPI’s including call handling, call quality, and learning and development. Managed career mapping of team and quality coaches∎ Key achievements: Ranked #1 site at #1vendor in last eight months on inbound sales program. Exceeded unit and revenue goals for new customer acquisition accounts in last four months

New York, Us

Provided executive level leadership to manage Account Services, Memphis Outbound Marketing, Retention Services, and On-boarding departments. Delivered service excellence and enhanced staff efficiency and productivity through adhering to SLAs, following processes, and improving quality assurance standards in service delivery. Acquired over 400 new users accounting for an increase of $3.5 million in additional revenue attributed to these users.∎ Collaborated with sales and operation teams to deliver customer service excellence. Built performance driven, dedicated retention services teams to manage low-revenue accounts and maximize customer retention∎ Managed 60% of retained customer lists, with an increase of 20% compared to previous 50%. Improved productivity through integrating telemarketing group with Account Service dept (60 Calls/Day120Calls/Day)∎ Pioneered the deployment of support request system, to maintain transparency of efficiency and productivity, and enhance reaction speed and closure of open issues

New York, Us

Delivered customer service excellence through leading service/retention program planning and execution, enhancing technology capabilities, training and development of staff, and precise operations management. Trained customer support and technical escalation teams, along with preflight agents and new program managers. Led supportive efforts to elevate outsourced revenue from approximately $500K in 2006 to over $1.5 MM in 2007.∎ Maintained 68% NPS vs. a 10-15% industry average; gained key insights from customer feedback and implemented new programs, which focused on delivering outstanding customer support and services∎ Pioneered the deployment of CRM system in call center, and assisted in implementing it as an enterprise solution; supported top 400 accounts at Mimeo with daily premier service with 15 ASR’s and 5 Special Project Managers

Memphis, Tennessee, Us

∎ Managed all aspects of internal inbound and outbound call center operations, encompassing hiring, training, operations, quality, and payroll administration; assumed full P&L responsibility and forecasted production∎ Supported 21 financial centers in Mid South with call center technology and operations, supported deposit acquisition in Seattle and Kansas City markets with inbound call support∎ Opened over 79 accounts opened with $2.2 MM in deposits using digital signatures; accounts were fulfilled in an average of 5 days, reduced 75% from a 21-day average fulfillment

∎ Charged with full P&L responsibility for over $14 million in revenue, while leading an outbound and inbound 390 seat call center employing over 700 customer service representatives∎ Oversaw and managed hiring, training, operations, quality, and payroll administration, along with outbound credit card acquisition programs. Grew office staff from 20 staff to more than 45 personnel including over 30 supervisors∎ Oversaw operations in two call centers in Arizona and in Canada. Managed forecasting production requirements, staffing requirements, and daily operations for both centers∎ In Clearwater, increased monthly gross margin from 11% to 26% via maximizing use of production floor, reducing overtime, and strict budget controls; in Yuma, increased the monthly gross margin from 6% to 26% in 180 days∎ Increased staffing of the center from 490 employees to over 700 employees to support calling 24 hours a day, 7 days a week from a two-shift, six days a week manning level ∎ Recognized as General Manager of the Quarter, 1Q03 the first time this award was presented, over 4 other Canadian and 2 US call centers based on reducing attrition, increasing gross profit, and meeting client expectations

Arlington, Virginia, Us

Responsible for the readiness, training, health, welfare, morale, and discipline of 56 soldiers, capable of world-wide deployment within 96 hours. Responsible for equipment valued at over $2.5 million. Command and control the battalion support elements to include administration, intelligence, logistics, and maintenance. Plan and execute collective unit training. Maintained 100% retention rate for all personnel eligible for reenlistment. Maintained 96% maintenance rate, 6% above Army standard. Earned 17 Outstanding ratings out of 24 areas during annual Command Inspection

Mba, Business

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