Peter Brau Email and Phone Number
Peter Brau work email
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Peter Brau personal email
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Goal focused and seasoned operations professional, with 20+ years of comprehensive experience in structuring high-performing management and staff, streamlining processes, and implementing supporting technology to improve data sharing, boost productivity, reduce expenditures, and increase profits.SPAN OF EXPERTISE Middle East Subject Matter Expert / Levant, Arabian Peninsula, Iran Civil Information Management Systems / PiX / INDURE / CIDNE / Palantir / MIDB / Geospatial Information Systems / ArcGIS / C2IE Civil Affairs Planning / Planner / Interagency Coordination Exercise Planner and Working Group Lead / MESL Development Operations Management / Analytics / Senior Management Reporting / Performance Management Marketing and Demographic Analysis / Survey Creation and Recommendation on Results Data Analysis / Trend Analysis Forecasting and Budgeting / P&L Management Training and Development / Team Leadership Contracting and service agreements Concept-to-execution Project Driver and Turnaround Specialist Management of people, processes, clients and services and technologiesIMMEDIATE VALUE OFFERED∎ Subject matter expert in Civil Information Management using PMESII-PT with unique perspective from strategic and operational application∎ Civil affairs planner with experience in providing detailed input into civil affairs annexes to operations orders and writing fragmentary orders ∎ Capacity to see strategic and national level implications of international events and convey them with clear and precise analysis and recommendations to key decision makers∎ Proven ability to successfully analyze an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions∎ Has a verifiable track record of measurable success contributing to KPI’s, quality assurance & profitable operations with well-trained and highly motivated support teams, driven to ensure customer satisfaction and loyalty through net promoter score metric analysis∎ Executive-level strategist excels at training/development and operational turnarounds, while managing responsible financial growth and profit increases. Implemented initiatives to reduce expenditures, boost productivity, and increase profits∎ Notable contributor towards organizational growth, through skills in client strategy development, short-/long-term program management, client satisfaction measurement, and ROI analysis
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High School Jrotc TeacherAnniston High SchoolCentre, Al, Us
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Lead Stabilization PlannerUs Army Apr 2022 - PresentArlington, Virginia, UsCoordinates Stabilization planning, operations, and activities throughout USCENTCOM’s area of responsibility. -
Civil Affairs PlannerUs Army Apr 2021 - Mar 2022Arlington, Virginia, UsProvided civil affairs operations expertise to exercises and crisis action teams and senior leadership during major operations, campaigns, and crisis response actions.
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Communication Synchronization Branch ChiefUs Army Oct 2018 - Apr 2021Arlington, Virginia, UsManaged 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.
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Civil Information Integration ManagerUs Army Jul 2016 - Oct 2018Arlington, Virginia, UsManaged 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.
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Major, Brigade Operations Officer, 360Th Civil Affairs BrigadeUnited States Army Reserve Sep 2015 - Jul 2016Fort Liberty, Nc, UsOperations officer for Civil Affairs Brigade regionally aligned with Middle Eastern area of operations. -
Unit ManagerCiti Oct 2011 - Jun 2016New York, New York, UsDemonstrate 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 -
Chief Intelligence OfficerArmy National Guard Mar 2013 - Aug 2015Arlington, Virginia, UsServed 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. -
Captain, Ordnance, Ammunition OfficerArmy National Guard Sep 2010 - Aug 2012Arlington, Virginia, UsAfter 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.
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Site DirectorAdvanced Call Center Technologies May 2009 - Apr 2010Berwyn, Pa, UsAssumed 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 -
Director, Account ServicesMimeo.Com Mar 2008 - Feb 2009New York, UsProvided 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/Day120Calls/Day)∎ Pioneered the deployment of support request system, to maintain transparency of efficiency and productivity, and enhance reaction speed and closure of open issues -
Director, Customer Service & SupportMimeo.Com Feb 2006 - Mar 2008New York, UsDelivered 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
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Vice President, Direct Sales GroupFirst Tennessee Bank Mar 2004 - Oct 2005Memphis, 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 -
General ManagerRhm Teleservices 2000 - 2004∎ 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
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Captain, Company CommanderUs Army Jun 1991 - Jul 2000Arlington, Virginia, UsResponsible 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
Peter Brau Skills
Peter Brau Education Details
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University Of PhoenixBusiness -
Uc Santa BarbaraHistory
Frequently Asked Questions about Peter Brau
What company does Peter Brau work for?
Peter Brau works for Anniston High School
What is Peter Brau's role at the current company?
Peter Brau's current role is High School JROTC Teacher.
What is Peter Brau's email address?
Peter Brau's email address is ps****@****ail.com
What schools did Peter Brau attend?
Peter Brau attended University Of Phoenix, Uc Santa Barbara.
What skills is Peter Brau known for?
Peter Brau has skills like Account Management, Sales Management, Salesforce.com, New Business Development, B2b, Sales, Customer Retention, Sales Process, Team Building, Cold Calling, Customer Service, Crm.
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