Bill Brandt
Vice President and Chief Customer Service Officer | Executive Management | Contact Center Leader | Customer Service | Regulatory Compliance/Governance | M&A | BPO | Risk Mgmt. | Facilities Mgmt. | Distribution Operations
- Role
- Vice President and Chief Customer Service Officer at Henry Schein
- Location
- Reno, NV, US
- LinkedIn followers
- 500 followers
About Bill Brandt
Dynamic and collaborative Customer Experience leader focused on achieving positive business outcomes and value for customers. Experience with state and federal pharmaceutical and medical device licensing requirements, limiting compliance risk for organizations and customers alike. Successfully set up healthcare products (medical/dental/vet) distribution centers in Reno, Nevada and Tours, France with focus on inventory accuracy and same day shipping. Partnered with business leaders to lead weekly M&A update meetings and integration workstream planning meetings, successfully closing 8-12 deals per year. Championed technology improvements to provide customers with cloud-based multi-channel communication options including voice, webchat, email, SMS text, and social media. Created self-service options for customers available 24x7x365 that improved the customer experience and reduced staffing expenses over $1M annually. Developed best in class quality monitoring and coaching processes, including voice of customer powered by speech analytics tools and reporting. Evaluated, selected, and implemented offshore BPO program reducing staffing expenses by $500K/year.
Experience
Vice President and Chief Customer Service Officer
Feb 2019 — Present · Reno, NV, US
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