Brian - Call Center Manager with 10+ years of customer service expertise

Managed call center operations including staffing, training, and performance analysis.

Implemented policies and coaching to enhance customer experience and service levels.

Recruited, trained, and mentored teams to meet organizational goals and improve performance.

Administered CRM systems and developed strategies to optimize enrollment and lead flow.

Improved outbound calling bookings by 25% through strategic staff training and process enhancements., Consistently exceeded 90% service levels while reducing hold times and increasing customer satisfaction., Recruited, trained, and onboarded over 20 customer service representatives, maintaining exceptional service standards., Designed and implemented policies to streamline operations, achieving budget targets., Conducted performance reviews and provided coaching to optimize team performance., Analyzed call center metrics to identify improvement opportunities and develop actionable plans.

Led a team of 8–12 enrollment advisors, achieving high-performance KPI goals., Launched Aspen University's Ground Campus BSN Program, driving enrollment growth., Administered CRM systems and developed lead flow strategies to optimize enrollment processes., Collaborated with marketing to enhance campaign effectiveness and boost student referrals., Designed and executed on-the-job training programs to foster continuous improvement.

Exceeded performance goals by making 100–200 daily sales calls to recruit and advise master-level students., Mentored students and advisors, enhancing job knowledge and organizational skills., Partnered with leadership to develop enrollment strategies, increasing conversion rates.