Brian Howard
Valencia
Summary
Proficient in managing schedules, administrative functions, and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Achievements include improved customer satisfaction scores, increased service quality, and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands.
Overview
22
22
years of professional experience
Work History
Call Center Manager
NETbilling, INC.
Valencia
05.2004 - Current
- Managed daily operations of call center team for customer support.
- Trained staff on communication skills and customer service techniques.
- Developed training materials to enhance employee performance and knowledge.
- Integrated call center operations with an outsourced partner to enhance efficiency and reduce costs, managing overflow calls, emails, and chats.
- Managed ShoreTel phone system, updating phone database and call flow for supported merchants.
- Managed and optimized phone, email, and chat systems to ensure seamless communication and enhance customer service.
- Ensured high-quality customer service by overseeing communication channels and delivering feedback to agents during individual sessions.
Education
High School Diploma -
Lancaster High School
Lancaster, CA06-2000
Some College (No Degree) - Computer and Information Sciences
Antelope Valley College
Lancaster, CASkills
- Call center operations
- Staff training
- Customer service
- Performance management
- Communication systems
Affiliations
- Husband and Father to two boys
- Music Production
References
References available upon request.
Timeline
Call Center Manager
NETbilling, INC.
05.2004 - Current
High School Diploma -
Lancaster High School
Some College (No Degree) - Computer and Information Sciences
Antelope Valley College