Mountain Biking
Cycling
Skiing
Hiking
Lego
Bradley Andrizzi
Denver,CO
Summary
Consumer Care leader with 10+ years of experience in contact center operations, escalations management, workforce management, and BPO vendor oversight across high-growth consumer brands. Proven ability to lead omnichannel service teams, manage complex escalations, forecast staffing demand, and drive operational excellence through data-driven decision making. Experienced partnering cross-functionally across Digital, Retail, Supply Chain, Legal, Finance, and Technology to remove friction and elevate the end-to-end consumer experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of Service & Experience
Scan.com
07.2024 - Current
- Founded and scaled Consumer Care operations supporting a high-growth digital health platform.
- Led complex escalations across Operations, Compliance, Engineering, and Executive Leadership.
- Implemented Zendesk-EMR integration, reducing resolution time 33% and increasing CSAT to 95%.
- Owned Workforce Management including forecasting, scheduling, and real-time staffing adjustments to maintain SLA compliance.
- Built dashboards tracking SLA, NPS, CSAT, and quality to drive operational improvements.
- Recruited and developed a remote team of 8 across scheduling and case management.
- Partnered with Engineering to automate workflows, increasing booking conversion 20%.
Global Experience & Support Manager
Wahoo Fitness
Atlanta, GA
12.2019 - 07.2024
- Directed global omnichannel contact center operations (50+ agents; in-house and BPO).
- Managed BPO governance and performance scorecards, reducing outsourcing costs 15%.
- Owned SLA performance and KPI optimization during 50% business growth while sustaining 93%+ CSAT.
- Led Workforce Management planning aligned to seasonal demand and product launches.
- Implemented AI chat automation resolving 80% of Tier 1 contacts and improving response times 25%.
- Led cross-functional escalation resolution across Digital, Supply Chain, Finance, and Retail.
- Reduced onboarding-related tickets 25% through Voice of the Consumer insights.
Customer Support Supervisor
Wahoo Fitness
Atlanta, GA
07.2017 - 12.2019
- Managed 20-person omnichannel team (phone, email, chat, social).
- Improved CSAT +5 pts YoY and reduced repeat contacts via structured escalation pathways.
- Reduced staffing costs $250K through self-service strategy.
- Accelerated agent ramp time 30% through coaching and quality programs.
Sales Manager
Atlanta Cycling
Atlanta, GA
09.2016 - 07.2017
- Crafted and executed sales initiatives that drove a 30% increase in customer retention and repeat purchases.
- Delivered $100K+ in personal sales by providing tailored solutions and cultivating strong client relationships.
- Developed and implemented training programs to enhance team performance and product knowledge.
Product Sales Manager
Vail Resorts
Breckenridge, CO
01.2013 - 12.2016
- Led 15-person frontline team in high-volume athlete-facing environment.
- Delivered 15% YoY growth while maintaining 87 NPS.
Education
Bachelor of Arts - History
Kennesaw State University
Kennesaw12-2012
Skills
Global Contact Center Operations
BPO & Vendor Governance
Workforce Planning & Forecasting
Omnichannel Support Strategy
Escalation & Executive Case Management
SLA & KPI Performance Management
Cross-Functional Leadership
CX Process Optimization
Websites
Certification
Zendesk Support Administrator Expert Zendesk
Interests
Timeline
Head of Service & Experience
Scan.com
07.2024 - Current
Global Experience & Support Manager
Wahoo Fitness
12.2019 - 07.2024
Customer Support Supervisor
Wahoo Fitness
07.2017 - 12.2019
Sales Manager
Atlanta Cycling
09.2016 - 07.2017
Product Sales Manager
Vail Resorts
01.2013 - 12.2016
Bachelor of Arts - History
Kennesaw State University
Certifications And Systems
- Zendesk Support Administrator Expert
- Zendesk
- Gladly
- JIRA
- Tableau
- Tymeshift
- Klaus
- Front
- Dialpad
- Workforce Management
- Vendor Governance
- Contact Center Analytics