Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Brian Eric Bigelow

Scottsdale,AZ

Summary

Operations leader with dual degrees in electrical engineering and business, specializing in high-volume management and technical support. Demonstrated success in optimizing workflow efficiency and reducing service times while leading high-performing teams. Skilled in translating complex operational requirements into exceptional client experiences.

Overview

14
14
years of professional experience

Work History

Bartender

Angry Crab Shack
Phoenix, USA
03.2022 - Current
  • Coordinated high-velocity service workflows and inventory reconciliation in high-pressure environment, achieving 100% accuracy in transactions.
  • Provided exceptional customer service in a fast-paced environment.
  • Managed complex customer interactions and resolved disputes on-the-fly, fostering a positive community atmosphere during peak hours.
  • Promoted a welcoming atmosphere by keeping bar area tidy and well-organized.

Shift Supervisor

Starbucks
Austin, USA
06.2017 - 02.2022
  • Optimized CX by enhancing "Customer Connection" scores through balance of technical efficiency and empathetic communication, fostering trust in digital marketplaces.
  • Oversaw store opening/closing procedures and coordinated inventory logistics to ensure operational reliability.
  • Supervised daily operations to ensure efficient store performance.
  • Managed team schedules to optimize staffing levels and service quality.
  • Trained new employees on customer service standards and operational procedures.

Team Manager & Trainer

Alorica
Phoenix, USA
08.2012 - 05.2017
  • Contributed to launching new Technical Support line of business by translating client requirements into frontline workflows and support protocols, improving service delivery.
  • Oversaw daily operations to ensure smooth workflow and team collaboration.
  • Trained new team members on company policies and operational procedures.
  • Managed high-volume support queues via chat and email, prioritized tickets based on urgency and user impact to enhance customer satisfaction.

Education

A.S. - Electrical Engineering

Scottsdale Community College
Scottsdale, AZ

Skills

  • Customer service
  • Conflict resolution
  • De-escalation techniques
  • Time management
  • Service-oriented mindset
  • Office software
  • Google Workspace
  • MATLAB development
  • Java programming
  • Onshape design
  • Process engineering
  • KPI metrics
  • Strategic planning
  • Robotic systems

Languages

English
Native/ Bilingual
German
Limited

Timeline

Bartender

Angry Crab Shack
03.2022 - Current

Shift Supervisor

Starbucks
06.2017 - 02.2022

Team Manager & Trainer

Alorica
08.2012 - 05.2017

A.S. - Electrical Engineering

Scottsdale Community College
Brian Eric Bigelow