Brian Dunphy
Contact Center Leader / Business Consultant with expertise in Customer Experience Strategy / Transformational Leader / Developer of high performing teams / NPS Driven in alignment with Business Objectives
- Role
- Business Consultant at C-Lect Consulting
- Location
- Franklin, TN, US
- LinkedIn followers
- 500 followers
About Brian Dunphy
I help companies reduce customer service costs while improving customer experience.Over the course of my career, I’ve led large-scale customer operations for companies including Disney Streaming, Warby Parker, Postmates, and Asurion. My focus has consistently been on transforming customer experience organizations into efficient, scalable, and high-impact business functions.Some of the results I’ve delivered:• Reduced contact volume by 97% through root-cause resolution• Cut cost-to-serve significantly through automation and AI• Delivered $5M+ annual savings through global operations strategy• Scaled international teams from 200 to over 1,500Today, I work with companies to modernize their CX operations using automation, AI, and smarter operating models.If you\'re dealing with rising support costs, inefficient processes, or scaling challenges, I’m always open to connecting and sharing insights.
Experience
Business Consultant
Aug 2024 — Present · Nashville, TN, US
Partner with executive teams to reduce CX cost structures by 15–30% through automation, workflow redesign, and channel optimizationImplement AI-driven support strategies to deflect contact volume and improve customer experienceAdvise on global vendor strategy, outsourcing performance, and scalable operating modelsSupport organizations in transforming CX from a cost center into a strategic growth driver.
Education
University of Illinois Springfield
Bachelor of Business Administration
2008 — 2010
Onondaga Community College
Business & Finance
1985 — 1987
Broward College
Business & Finance
1994 — 1996
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