Brian

About Brian

Expertise leading and supporting contact center environments, serving as the key corporate liaison while partnering with internal and external stakeholders to execute national and global business plans and IT projects. Experience includes hiring, developing, mentoring, training, and managing global teams focused on implementation and service delivery while creating a positive customer experience in startup and Fortune 100 companies. Executed strategic business outcomes for clients through process improvement, technology implementation, project management and data analysis. Best known as a solutions generator, consensus builder and change agent. A hands-on collaborative manager with excellent communication and interpersonal skills with the ability to handle multiple projects simultaneously. As a transformational service delivery leader I collaborate with clients, partner with peers, and motivate teams to transform products, processes, organizations and outcomes. Accomplished executive that leads large-scale programs and global teams to improved operations and enhanced customer experience through technology, process excellence, and program management. Global Operations Contact Center Customer Centric Customer Insight Customer Experience Technologist Employee Engagement Team Builder Motivator Collaborator Research and Analytics Process Optimization Operational Excellence Process Excellence Program Management Network Management Risk Mitigation P&L experience Global resource allocation

Experience

1. Director IT Customer Service

   Subway

   Sep 2022 — Present · Milford, CT, US

   This position is fully responsible for delivering and evolving excellent Technology Service and Support to Subway Enterprise users and Franchise Operations spanning locations. This position will act as the face of IT and ensures the delivery of excellent CSAT and SLA achievement through partnering with the extended IT team, partners and Vendors.

Education

• New York Institute of Technology

  Bachelor of Science (B.S.), Telecommunications Management