Brett Nothstein
Kissimmee,FL
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
18
18
years of professional experience
Work History
Supervisor: Title Services & Financial Services
Wyndham Destinations
01.2018 - Current
- Successfully designed, proposed, and launched an innovative customer resolution team, which including the creation of all processes and procedures along with the hiring and training of 8 associates; resolving over 1000 customer satisfaction issues in the first 2 months of existence
- Implemented new and innovative ways to enforce policies and procedures in order to hold associates accountable for their performance
- Met, exceeded, or greatly improved all team metrics in every year from 2018 through 2022, including NPS, AHT, Quality, and Service Level
- Created and presented highly organized daily/weekly/monthly reports that include detailed analysis for an audience which included Senior Level Executives
- Partnered with Analysts and Developers to successfully launch a new Customer Satisfaction survey and associated Owner Insight Tool.
Operations Manager: Inbound Call Center Operations
24-7 Intouch
08.2017 - 12.2017
- Recruited with the goal of creating a Customer Success Team for a brand new program from the ground up, including creation of SOPs, coaching strategies, and analytical reporting
- Hired, mentored, and developed an inexperienced leadership team to drive meet goals and drive Customer Satisfaction
- Set a series of standards and KPIs within the first 2 weeks and created the environment to meet all client and internal targets for the first time within 1 month of hire date.
Operations Manager: Account Services and Customer Success
ActivEngage, Inc
01.2016 - 07.2017
- Responsible for creation of performance driven metrics and reporting in order to reverse downward trend of underperforming team in the field of Online Customer Service and Digital Marketing
- Hired and trained 5 new employees and a new Supervisor, while balancing daily development of my existing direct report’s skillsets, confidence, and business relationships
- Facilitated strategic on-boarding of new business to business relationships and minimize losses through business retention
- Experienced immediate success in profit margins within 30 days of hire.
Senior Supervisor: Operations and Workforce Management
Synchronoss Technologies
03.2007 - 12.2015
- Accountable for the organization of launching 4 new teams across multiple programs, including hiring, training, writing Methods and Procedures, and managing team-wide and individual KPI, SLA, and Quality performance
- Successfully created a team to meet and exceed strict new AT&T NPS (Net Promoter Score) targets for customer service
- Prepared and presented daily, weekly, and monthly status reports and PowerPoint presentations targeted for an executive level audience consisting of both external clients and internal Vice Presidents
- Engaged in extensive interaction with multiple clients across several states to create, document, and distribute strategic plans to maximize profits and increase productivity
- Authored and delivered annual and mid-year performance and goal setting reviews for over 10 direct reports and oversaw distribution of performance reports for skip-level employees
- Created schedules and oversaw a team to manage the real time productivity of over 300 employees in Pennsylvania and Arizona, as well as an additional international team of 400 located in India and the Philippines
- Partnered with Apple to oversee the activation of all iPhone 6 and iPhone 6+ units that were unable to be activated through the automated process
- Served as primary point of contact for four separate revenue generating programs, while developing a reputation for delivering positive results with minimal direct supervisory oversight required.
Education
Bachelor of Arts - History
University of Delaware
Newark, DE01.2003
Skills
Contact Center Operations
Leadership
Customer Success
Microsoft Office Suite
PowerBI
Video Conferencing Software
Hiring and Training
Financial Reporting
Workforce Management
Verbal/Written Communication
Analytical Thinking
Training and mentoring
Goal-Oriented
Staff Management
Employee Motivation
Timeline
Supervisor: Title Services & Financial Services
Wyndham Destinations
01.2018 - Current
Operations Manager: Inbound Call Center Operations
24-7 Intouch
08.2017 - 12.2017
Operations Manager: Account Services and Customer Success
ActivEngage, Inc
01.2016 - 07.2017
Senior Supervisor: Operations and Workforce Management
Synchronoss Technologies
03.2007 - 12.2015
Bachelor of Arts - History
University of Delaware
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