Brian Holberg

About Brian Holberg

In my 20+ years in progressively responsible leadership roles in the customer service industry, I have managed a variety of department projects. I truly enjoy providing proactive consumer technology support solutions―leveraging my broad operations management leadership background towards the particular goals of directing operational efficiency, driving change and improving quality customer service performance that foster long term customer loyalty.In my current position as Technical Product Trainer & Content Designer at Brady Corporation, I am charged with providing critical department-wide support in designing, and developing training programs across broad business functions: service management, new product development, project management, sales, workforce training, technical support, customer service, and quality and compliance.By truly connecting with our customers and exceeding their expectations, new customers become returning customers and existing customers remain loyal―which in turn propels the cycle of good business. Such credence keeps me driven to ensure my teams give their best with every request, e-mail or phone call. It also keeps me motivated to go above and beyond the call of duty to continuously produce exceptional results.In today’s fast-paced world of need it now, hurry up, move and get going … I find photography to be my great escape. The world slows down, I slow down and the beauty I find around me is forever captured in a click. I welcome the opportunity to connect with like-minded professionals seeking to add value, positive energy and beauty in the lives of others. Please connect with me on LinkedIn or feel free to contact me directly. b••••••••@gmail.com

Experience

1. Sr Customer Operations Trainer

   Brady Corporation

   Sep 2021 — Present · Milwaukee, WI, US

   Responsible for onboarding new hires of Technical Support, Machine Repair and Inside/Outside Sales.• Leads training leadership meetings to discuss schedules, new hire competencies, and status of open positions ensuring goals and expectations are met. • Responsible for mentoring and coaching Trainers on the Customer Operations team by conducting 1:1’s to expand their knowledge on best training practices, training plans, and content development. • Submit reports on training activities, write 30,60,90 day reviews and conduct 1:1’s with new hires to discuss performance.• Facilitates the creation, updating, and publishing of process and procedure documents in IBM Blueworks• Responsible for populating, analyzing and reporting on new hire training models to recommend program improvements.• Provides support and training on the following systems: SAP ERP, Salesforce.com, Pegasystems, and IBM Blueworks.• Implemented a vetted training program for Customer Service resulting in a streamlined robust program that provided greater efficiency.• Creates and updates training documentation, programs, and eLearning within Customer Operations for new hires and in role training.• Lead Order Management project to reduce trainer’s 100% quality check of new hire orders by 25% resulting in increased productivity of trainer and new hire.

Education

• Ottawa University / Wisconsin

  Bachelors of Business Administration in Business Management

  2002 — 2004

• Milwaukee Area Technical College / Wisconsin

  Associate of Science in Printing and Publishing

  1989 — 1991

Skills

• Program Management
• Software Documentation
• Sales
• Salesforce.com
• Training
• Customer Satisfaction
• Sales Operations
• Customer Service
• Sap
• Account Management
• Technical Documentation
• Process Improvement
• Strategy
• Product Development
• Troubleshooting
• Leadership
• Business Process Improvement
• Networking
• Cross-Functional Team Leadership
• Team Leadership
• Thermal Printers
• Time Management