Brian Dickerson

About Brian Dickerson

Results-driven Senior Business Executive with an exemplary record of building and leading global operations and customer care organizations to growth and profitability. Recognized for the successful start-up of a European Financial Center improving services levels and achieving multimillion dollar cost reductions. Expertise in delivering strategies for deliverables from customer care and for leading the collaboration in marketing and sales strategy to gain and retain customers at both consumer and business levels. An excellent reputation for innovation and change management in taking over problem areas, difficult projects, and underperforming teams and turning them into successes. Hands-on leader in managing multi-functional, multinational business teams, along with oversight of over 1,500 international staff. Achieved incremental net reservation revenue gains of $51.8M and incremental net efficiency gains of $8.9M in the first year of a transformation project. Leveraged Six Sigma and Lean initiatives with greater levels of coaching, feedback, recognition, and accountability to make major strides in revenue generation and cost efficiencies. Launched the start- up of the centralized shared services center in Dublin, Ireland to support the corporate European Country operations. Grew operation from zero to a staff of 650 representing eight countries and eight languages. Saved $20M on a $1B direct to customer billing by reducing collection cycle, administrative costs, and bad debt write-offs. Recognized within Hertz Corporation as the Service Expert, representing customer viewpoint balanced with meeting the needs of the organization.Specialties: New Business Development Customer Service Strategy Operational Efficiencies Global Operations Financial Control Multimillion Dollar Budgets Managing Multiple Call Centers and Administrative Units Globally Vendor Development and Management Global Management Integration/Consolidation Global Corporate Leadership Business Modeling Performance Management Client Acquisition and Retention Corporate Communications Marketing and Sales Support

Experience

1. Vice President, Customer Service

   Realxchange.Net

   Jan 2011 — Present

   RealXchange is pioneering the evolution of property transactions towards a global facilitator platform. Our vision is to deliver a consumer-centric model that encourages service providers and vendors to compete for all consumer based property service requirements, for example, in order to buy, sell or rent residential property.

Education

• Oklahoma City University

  BS Business Management with honors

Skills

• Process Improvement
• Team Building
• Management
• Forecasting
• Organizational Effectiveness
• Executive Management
• Business Planning
• Operations Management
• Income Statement
• Training
• Customer Satisfaction
• New Business Development
• Customer Retention
• Customer Service
• Insurance
• Six Sigma
• P&L Management
• Team Leadership
• Coaching
• Customer Experience
• Contract Negotiation
• Start-Ups
• Business Process
• Operational Excellence
• Leadership
• Call Center
• Account Management
• Change Management
• Pricing
• Sales
• Strategic Planning
• Employee Relations
• Recruiting
• Cross-Functional Team Leadership
• Business Strategy
• Customer Relations
• Outsourcing
• Project Planning
• Leadership Development
• Business Process Improvement