BRANDY D. CARPENTER
Round Rock,USA
Summary
An exceptionally motivated Senior Customer Support and Operations Management Professional with over two decades of unwavering commitment. Exhibits a strong track record in vendor relations management, adept project management, process enhancement, and robust internal consulting to scrutinize and refine operations for peak efficiency. Recognized for spearheading workforce transformation, instituting continuous improvement initiatives, steering organizational operations, and achieving financial and quality benchmarks. Renowned for consistently attaining objectives and delivering superior performance. Skilled in diagnostic analysis, fostering a proactive, solution-focused approach, with an overriding focus on customer service and enhancing profitability. Expert in cultivating and sustaining productive customer/client partnerships.
Overview
16
16
years of professional experience
Work History
Senior Program Manager
Q2 Software
01.2023 - 01.2024
- Established new team dedicated to proactive gap identification.
- The project plan includes areas such as training for new hires, development for tenured agents, and review of documentation.
- Boosted agent performance within first 90 days by an average of 4%
- Reviewed and updated more than 600 existing Confluence articles.
- Constructed Knowledge HUBS for easier article retrieval by team-assigned agents
- Implemented continuous education programs for new hires at 6, 9, and 12 months
- Designed plans to capture and report external projects using Jira
- Enabled Executive Management to assess impact of unplanned work on support teams' backlog.
Senior Customer Support Manager
01.2017 - 01.2023
- Resolved customer inquiries and complaints in a timely manner.
- Provided feedback to customers regarding product features and usage instructions.
- Responded to escalated customer issues in accordance with company guidelines.
- Oversaw Level 2 agents supporting the ETL process for batch imports
- Achieved SLA targets with consistent precision.
- Conducted approximately 1500 daily scripts, consistently surpassing team goals.
- Recognized need for proactive measures to reduce repetitive requests, led collaborative efforts with developers to create proactive scripts.
- Generated proactive scripts handling approximately 1200 cases each month with self-service instructions.
- Increased usage of self-service portal, reaching 20,000 interactions monthly
- Worked with developers to create a monitoring tool for non-scriptable processes, thereby ensuring monitoring for all failure points.
Director of Communications
Allegiance Mobile Health
01.2015 - 01.2016
- Attain the company's business goals with operational stability for six contact center locations by successfully developing and administering the annual department budget.
- Ensure high-level provision of services by strategically developing, implementing, and maintaining effective quality assurance and driving overall operations, thereby establishing performance goals and metrics, measuring progress, and adjusting accordingly.
- Drive the company's profitability by designing, presenting, and executing business plans, as well as increasing continual process improvements through internal collaboration to achieve the same.
- Broadened corporation's revenue-generating potential by diligently overseeing merger of two companies regarding company's communications offices; aligned headcount, procedures, policies, and expectations.
Contact Center Operations Manager
Amplify Federal Credit Union
01.2014 - 01.2015
- Propelled the company's quality of services by introducing quality monitoring through the creation of forms, setting standards, and mentoring supervisors. Also, introduced reporting standards that include Average Handle Time, Follow-Up, and First-Call Resolution.
- Increased employee productivity and enhanced workplace morale by tactfully creating incentives that leveraged performance, resulting in Contact Center consistently exceeding its goals.
- Enhanced service to members by creating Internal Service Standards through collaboration with department heads throughout the credit union to unify expectations and set in place an accountability mechanism.
- Streamlined agent time and lowered Average Handle Time and Follow-Up time for agents by creating a new team to work backend processes and revamped the inbound process.
- Improved service levels by 40% by recommending and converting the contact center from a PBX system by conducting a request for proposal and completing the implementation of the new Avaya phone system.
Vendor Services Manager
Wincor-Nixdorf
01.2011 - 01.2014
- Maximize the company's return on objectives by substantially participating in vendor proposals, reviewing and selection processes, reviewing statements of work, rates, schedules, resources, roles, and responsibilities, as well as reducing per call cost by expediting workloads.
- Exhibited consummate project planning capability by reducing workload for two vendors through implementation, by automating process.
- Drove performance by engaging in weekly conference calls, service level reports, and quarterly visits.
- Increased field service technician utilization by 42% by developing and implementing a load balance tool.
- Raised vendor expectations by consistently exceeding all metrics and streamlining processes.
- Fostered an environment of collaboration and information sharing by working closely with global counterparts to ensure compliance with international policies.
- Expedited preparation of the closing of US Facilities by joining the outsource team to help identify, review, and select a vendor in Mexico.
- Preserved the company's fiscal integrity by reducing false cancellation rates by 45%, resulting in monthly statement savings.
Client Services Manager/Vendor Manager
Builders Update
01.2008 - 01.2011
- Displayed outstanding leadership skills by overseeing both U.S. and vendor teams responsible for client services, while also establishing new metrics and quality standards for teams based in the U.S.
- Consolidated labor operations by engaging in a myriad of other projects, including participating in the creation of a statement of work for the India-based vendor team, as well as assisting in programming changes to the original system, thereby automating processes and increasing productivity.
- Reduced company liabilities by aiding in the creation of a new training manual for various roles within the organization.
- Enhanced the company's business relationships by representing it at trade shows and conducting external training sessions for US vendors advertising on the company's website.
Education
Bachelor of Arts - Business
University of Oklahoma
Skills
- Consummate Leadership
- Issue Resolution
- Client Interfacing
- Problem-solving skills
- Strategic goal development
- Trends Analysis
- Effective Leadership
- Team Management
- Vendor Relations
- Strategic Planning/Analysis
- Operations Management
- Tactful Communications
- Project Management
- Continuous Process Improvements
- Budget/Quality Management
Timeline
Senior Program Manager
Q2 Software
01.2023 - 01.2024
Senior Customer Support Manager
01.2017 - 01.2023
Director of Communications
Allegiance Mobile Health
01.2015 - 01.2016
Contact Center Operations Manager
Amplify Federal Credit Union
01.2014 - 01.2015
Vendor Services Manager
Wincor-Nixdorf
01.2011 - 01.2014
Client Services Manager/Vendor Manager
Builders Update
01.2008 - 01.2011
Bachelor of Arts - Business
University of Oklahoma
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