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Bryan
Team Manager at Movate and Bill Gosling Outsourcing
Contacto
Competencias
Skilled in coaching, evaluating, and enhancing team performance through strategic feedback.
Experienced in negotiating payment plans and resolving client issues to maximize outcomes.
Proficient in designing and implementing efficiency strategies to improve team productivity.
Competent in creating reports and analyzing data using PowerBI, Tableau, and Excel.
Extensive experience providing exceptional support in billing, troubleshooting, and account management.
Educacion
Idiomas
Resumen
Results-driven professional with extensive experience leading teams, enhancing workflows, and delivering exceptional client service across outsourcing and customer care sectors. Adept at negotiation, data analysis, and process improvement.
Logros Clave
- Supervised and improved agent performance through evaluations and feedback at Movate.
- Developed workflow strategies enhancing efficiency and engagement at Bill Gosling Outsourcing.
- Negotiated payment arrangements, maximizing recovery rates as a Collector Agent.
- Monitored workforce processes and approved seller applications at Amazon Inc., ensuring brand protection.
- Provided comprehensive customer support, streamlining processes and resolving issues at Audible Inc.
Experiencia
Team Manager
Supervised agent performance through evaluations and feedback.. Participated in recruitment processes and conducted interviews for new hires.. Oversaw payroll reporting to ensure accurate employee payments.. Implemented continuous improvement programs and removed operational obstacles.. Coordinated workloads and conducted data analysis to optimize results.
Team Manager
Provided coaching and constructive feedback to enhance agent performance and engagement.. Developed workflow improvements and efficiency strategies.. Prepared daily, weekly, and monthly reports for internal and external clients.. Assisted in hiring, training, and onboarding new staff.. Communicated effectively with local and global teams to align objectives.
Collector Agent
Negotiated payment arrangements with clients on overdue accounts.. Conducted initial investigations using online tools and internal systems.. Achieved revenue goals and maximized recovery rates.
Crowdsource Investigator, Brand Protection
Monitored Workforce processes, including file tagging and system behavior analysis.. Reviewed and approved/denied seller applications.
Senior Customer Care Associate US Market
Provided support in billing, troubleshooting app issues, and account migration.. Acted as liaison between Workforce and associates to streamline processes.
Team Manager at Comcast Internet Essentials
Delivered coaching and performance reviews for direct reports.. Designed strategies to improve quality and productivity.. Implemented workflow enhancements to increase team efficiency.
Technical Support (Verizon and Comcast)
Support for Phone, Cable and Internet services, several troubleshooting knowledge.