Brad

Managed multimillion dollar car inventory strategically placed throughout the United States. Lead and motivate a team of four supervisors that lead a group of 40 customer support agents to deliver fast, effective support to our online customers while maintaining a healthy NPS. Managed a team of approximately 200.

Customer Service Manager - Vroom - Houston, TX

(2018-12 - 2025-06)

Managed multimillion dollar car inventory strategically placed throughout the United States. Lead and motivate a team of four supervisors that lead a group of 40 customer support agents to deliver fast, effective support to our online customers while maintaining a healthy NPS. Managed a team of approximately 200.

• Meet/exceed call center performance expectations and goals
• Manage external customer support vendors
• Drive accountability for continuous process improvement needed to reduce complaints and maximize operational efficiencies
• Work in partnership with Sales and Finance teams to ensure smooth customer experience, especially in handoff between stages and points of contact
• Analyze statistical customer service center data and to determine areas of opportunity
• Audit and maintain QA of customer support communication and resolution
• Oversee team staffing levels and recruit as needed
• Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
• Handle customer escalations and complex transactions as needed
• Provide support on special projects, as needed

Member Services Supervisor - Aetna - Phoenix, AZ

(2016-11 - 2018-10)

I managed a team of 15-22 agents with 8-10 that work at home. I monitored, coached and set goals with individual phone representatives. Work with the national Aetna Medicare/Medicaid team to develop standards.

• Create and implement testing criteria and procedures
• Identify quality problems or areas for improvement through root cause analysis
• Review quality documentation necessary for regulatory submissions and inspections
• Work directly with the member services representatives to train them on new procedures
• Hire staff along with coaching them on performance programs, disciplinary process and up to termination
• Perform side by side evaluations with the phone reps for immediate feedback
• I managed KPI for reps and remotely listen to calls for quality scores
• I performed one on ones every two weeks with the reps and provided them with positive feedback
• I acted as a resource for the member services representatives for correct information

Supervisor - Liberty Mutual - Phoenix, AZ

(2014-06 - 2016-11)

Plan and direct staffing, training and performance evaluations to develop and control sales and service programs with the sales center. Managed a team of 15-20 agents.

• Managed weekly sessions with all of the agents
• Performed side by sides with the agents for instant feedback
• Monitored our key metrics daily and also had daily strategy meetings with our site manager/director
• Trained and developed sales skills so the agents could reach their full potential
• Monitored KPI metrics, coaching, and disciplinary steps up to and including termination

Sales Supervisor - Esurance - Sioux Falls, SD

(2010-02 - 2014-05)

Managed a team of fifteen sales agents.

• Directly coached the sales representatives to achieve their monthly goals
• Helped to develop training material for the new pay incentive initiative
• I was an adjunct trainer for certain segments of our training classes

BA - Finance - Arizona State University (1998)