Years of experience: 25
Service Quality ManagerCustomer Care SpecialistClient Relations SpecialistCustomer Success ManagerHelp Desk SupportCustomer Service
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Exceptionally trusted; proven professional excellence.
Brian's Career Path
Jan. 2020 -Present
CLA Corp. Inc.Processing Specialist
Developed the severity/impact matrix process for Incident Management, Root Cause Analysis, and escalation of complex issues for the Call Center vendor support teams.
Manage the Customer Service Payment Processing Team and daily reporting operation
Created the QA Call Center program and scoring surveys for live and recorded calls Established the Call Center Change Management process and Post I...
Jan. 2017 -Jan. 2018
FiservIncident Management Specialist
Responsible for complex analysis of SEV1-SEV4 Incident Management, drive escalations to trouble-shooting and Post Incident Review teams
Drive the Root Cause Analysis and resulting action items to completion.
Participate in weekly channel reviews of change tickets for patches, software/hardware changes, network architecture, and corrections before the Change Management review
Board using the S...
Jan. 2010 -Jan. 2016
FIS GlobalSenior Operations Manager
Responsible for Vendor Management, Incident, Problem, and Change Management, Trends
and Metrics Analysis/Reporting, Cost Reductions, Cisco/ACD Call System Management, Case Management System ticketing, Targets/Statistics, and Agent Analysis.
Managed the End-to-End daily ATM Help Desk Operation for over 7,000 ATMs in 29 states. Implemented, Administrated, and Maintained the APTRA Vision/Gasper ...