BRIAN DOUE
Omaha,NE
Summary
Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service.
Overview
31
31
years of professional experience
Work History
Sales Associate
Lowes Home Improvement Stores
01.2022 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
Sr. Director Member Services
PAYFLEX
01.2010 - 01.2018
- Responsible for day to day global service and claims operations supporting health savings (HSA) and flexible spending accounts, healthcare, Medicare and related debit card and claims transactions
- Lead multiple Lean events and Value Stream mapping sessions resulting in improved first call resolution, reduced turnaround times for claims reimbursement, and improved cycle times for service deliverables.
Director Site Operations
SITEL
01.2008 - 01.2010
- Directed day-to-day operations of a 275 seat contact center for the nation's largest satellite television provider
- Areas of accountability included P&L, staffing, training, QA, and HR.
Director Site Operations
SITEL
01.2002 - 01.2008
- Directed day-to-day operations and client relationship activities across 500 seat contact center specializing in bankcard services
- Areas of responsibility include P&L, staffing, training, QA, HR, operations, and client relations
- Established exceptional performance for bank card issuer and built project into consistent top performing position as compared to internal and external competition within three months of assuming responsibility
- Within six months established and consistently maintained highest Customer Satisfaction scores and sales performance in history of project and ranked number one in both metrics among all centers handling calls
- Consistency rewarded with a 2X increase in contract size.
Director of Customer Care
TELETECH HOLDINGS, INC.
01.1999 - 01.2002
- Directed day-to-day operations for over 800 CSRs across three large customer interaction centers specializing in telco related products and processes in the CLEC industry
- Areas of responsibility included staffing, scheduling, training, quality assurance, HR and operations
- Implementation of new tools for customer resolution resulting in a 50% decrease in customer churn and a reduction in post-billing adjustments of over $2 million dollars annually
- Decreased agent attrition by 65% while increasing agent performance in all measured areas
- Development and mentoring of new and inexperienced management team.
General Manager
SPRINT TELECENTERS
01.1996 - 01.1999
- Full P & L and operational responsibility for a 300+ seat inbound/outbound multi-client center specializing in telco repair, billing services, LD sales, catalogue services, brand identity, and pre-IPO offerings
- Project Manager for initial build out of new center before transitioning to site leader
- Developed multiple programs into top performing operations based on client expectations and vendor comparisons.
General Manager
SITEL CORPORATION
01.1995 - 01.1996
- Operations involved building two outbound financial services centers into the top performing sales partner amongst comparable sales vendors.
Regional Manager
APAC TELESERVICES
01.1993 - 01.1995
- Multi center management specializing in outbound insurance sales and affinity programs.
Skills
- Sales, Service, and Loyalty Expertise
- Diplomatic problem solver
- Pragmatic, Resourceful and Self Directed
- Comfortable with Change
- Consistently Meets & Exceeds Goals
- Strong Attention to Detail
Accomplishments
- Successful launch of new sales and support center originally planned for 300 expanded to over 1000 FTE in less than a year based on exceptional customer service and client satisfaction.
- Consistently exceeded claims processing time at leading TPA, meeting the 2 day or less performance guarantee for 88 straight months.
Personal Information
Title: SENIOR SALES LEADER
References
Personal and Professional References available upon request
Timeline
Sales Associate
Lowes Home Improvement Stores
01.2022 - Current
Sr. Director Member Services
PAYFLEX
01.2010 - 01.2018
Director Site Operations
SITEL
01.2008 - 01.2010
Director Site Operations
SITEL
01.2002 - 01.2008
Director of Customer Care
TELETECH HOLDINGS, INC.
01.1999 - 01.2002
General Manager
SPRINT TELECENTERS
01.1996 - 01.1999
General Manager
SITEL CORPORATION
01.1995 - 01.1996
Regional Manager
APAC TELESERVICES
01.1993 - 01.1995
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