BRENT RECK

Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.

• Managed team of 15 leaders supporting a staff of over 400 associates.
• Increased quality assurance metrics by 15bbs, through effective observation and auditing of process and personnel interactions with customers.
• Reduced inventory shrink by building strong routines and strong relationships with all leaders to create strong shrink reduction plans.

• Client & Account Management
• Single point of contact for all client interactions, including new business development.
• Increased market share by acquiring six new lines of business from existing clients.
• Collaborated with clients to develop strategies improving customer experience and sales performance.
• Project Management
• Led diverse cross-functional teams to deliver complex operational and technical projects.
• Managed end-to-end BPO implementation for web content moderation, including data transmission and system functionality.
• Implemented a customer service connectivity project for a large healthcare insurance provider involving third-party administrators.
• Migrated legacy processes to new vendors with no existing documentation, completing projects ahead of schedule and under budget.
• Vendor Management
• Managed up to four vendor relationships, overseeing contract negotiation, pricing, legal, and compliance.
• Launched offshore vendors targeting higher-risk population segments, increasing market share.
• Improved profitability through new acquisition partnerships and a dual sales strategy, driving a 10% increase.
• Implemented a champion/challenger vendor model to reduce costs while expanding market reach.