Bryan Cross
Retired | Call Center Management | Operations Management| Performance Management | Program Management| Relationship Management | People Development |Process Improvement | Compliance
- Role
- Contact Center Manager at Centris Federal Credit Union
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Bryan Cross
Self-Driven and resourceful Call Center Leader with over 10 years experience and a proven record of success in enhancing profitability by decreasing operating costs, implementing continuous improvement strategies. Leading teams of customer service-focused professionals in multi-channel environment improving customer ratings, reduce complaints and increase business. Core Competencies: •Call Center Management •Operations Management•Performance Management•Relationship Management•Project Management•Strategic Planning•Process Improvement•Six-Sigma Process•Compliance•Call Center Sales•Sales and Marketing•Reporting Analytics •Training and Development•MentoringAccomplishments:•Led project implementation of technological advancements, including updated Interactive Voice Response (IVR) call routing, Cisco Live Chat, and post-call survey software across three center locations•Managed the successful consolidation of over five internal Call Centers to provide a seamless customer service interaction which improved customer satisfaction by 24%•Saved over in annual expenses by educating staff on appropriate shipping methods regarding express mail, next-day, and ground service in addition to consolidating department Post Office Boxes and eliminating inactive postal services accounts•Onboard, train and direct staff in resolving complex digital and telephone-based customer inquiries and issues related to checking/savings, credit cards, mortgages, auto loans, online account opening, small business, online and mobile banking.•Lead medium to large complex projects to successful implementation while collaborating with various levels of management.•Manage remote teams of customer service agents•Established Employee Resource Groups to enhance community and employee engagement in support of corporate diversity and inclusion initiatives•Effectively managed and collaborated with executive team on Resource Group budgets to maximize programs/projects•Instrumental in educational programs by partnering with other Resource Groups and Learning & Development teams to help educate on diversity topics•Acted as Champion of a culture that creates more diverse, inclusive, and integrative work environment and community
Experience
Contact Center Manager
Nov 2021 — Present · Omaha, NE, US
Skills
- IT Management
- Strategic Planning
- Relationship Management
- Outsourcing
- Disaster Recovery
- Credit
- Project Management
- Software Documentation
- Sdlc
- Contact Center Operations
- Mortgage Lending
- Training
- Customer Satisfaction
- Sharepoint
- New Business Development
- Problem Management
- Leadership
- Business Process Improvement
- Program Management
- IT Operations
- Business Development
- Knowledge Management
- Vendor Management
- Call Center
- Credit Cards
- Customer Experience
- Loans
- Analytics
- Banking
- Risk Management
- Contact Center Management
- Sales Management
- Six Sigma
- Product Management
- Management
- Team Building
- Operations Management
- Business Analysis
- Account Management
- Change Management
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.