Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Brett Newbold

Tooele

Summary

Experienced senior manager adept at setting visionary goals, developing effective strategies, and executing tactical plans to achieve strong market growth, sustainable outcomes, and maximum profitability in highly competitive industries.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager

Arise Virtual Solutions
01.2021 - Current
  • Lead strategic client relationships and performance delivery across multiple BPO programs on the Arise platform
  • Own client satisfaction, contractual outcomes, and gross profit targets
  • Oversee daily scorecard results, conduct business reviews, and drive improvement through root cause analysis
  • Manage vendor performance across quality, compliance, cost, and timeliness
  • Collaborate with internal teams to ensure operational excellence
  • Support growth initiatives, develop value-based solutions, and mentor Customer Success Managers
  • 16 Months of 100% KPI Attainment across 200+ FTE Multiple Programs
  • Grew 50+ FTE in new logo growth from existing clients

Senior Manager Performance Improvement

Arise Virtual Solutions
02.2018 - 12.2020
  • Managed business process improvement teams to ensure effective application of Lean Six Sigma methodologies to drive measurable performance gains
  • Prioritized and executed a portfolio of improvement initiatives, tracking KPIs and success metrics aligned to business goals
  • Actively managed target setting and balanced scorecard strategies to support continuous improvement
  • Oversaw performance management competencies across teams and led a virtual network of Improvement & Performance Managers across the region
  • Maintained strong organizational discipline under pressure, ensuring process adherence and milestone delivery
  • Facilitated cross-functional collaboration with multidisciplinary teams to achieve performance objectives
  • Conducted clinical and operational data review for regulatory and strategic reporting
  • Launched new agent post-certification process
  • Increased Cert rates by 10%+

Divisional Operations Performance Manager

alorica, inc
10.2016 - 02.2018
  • Overall accountability for 5+ Call Centers in conjunction with the Global Vice President and all lines of business within the sites
  • Direct responsibility for delivering on the financial goals and objectives of the company
  • Project management experience ranging from small projects to enterprise-wide initiatives to include system conversions, merger and acquisition between business entities and oversight of multiple projects and project teams simultaneously
  • Provide Fortune 50 clients with in-depth analysis, recommendations and risk management
  • Act as a client advocate to help maximize productivity, gain a positive return of their investment, and provide insights into clients target market
  • Lowered attrition across the division by 3%, saving $800k annually
  • Increased attendance by 7% across the division saving $400k annually

Education

Associate of Science Degree - Business

Salt Lake Community College
Taylorsville, Utah
03.2025

Skills

  • Customer Success Strategy & Leadership
  • Data Driven Decision Making
  • Analytical Acumen
  • Process improvement
  • Vendor management
  • Data-driven decision making
  • Relationship management
  • Account growth
  • Client onboarding
  • Customer relationship building
  • Staff mentoring & leadership
  • Stakeholder management

Accomplishments

    16 Months of 100% KPI Attainment across 200+ FTE Multiple Programs

    ● Grew 50+ FTE in new logo growth from existing clients

    ● Launched new agent post-certification process. Increased Cert rates by 10%+

    ● Lowered attrition across the division by 3%, saving $800k annually

    ● Increased attendance by 7% across the division, saving $400k annually

Certification

COPC Implementation Leader


Lean Six Sigma

Timeline

Senior Customer Success Manager

Arise Virtual Solutions
01.2021 - Current

Senior Manager Performance Improvement

Arise Virtual Solutions
02.2018 - 12.2020

Divisional Operations Performance Manager

alorica, inc
10.2016 - 02.2018

Associate of Science Degree - Business

Salt Lake Community College

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