Brian Hyde
Hutto
Summary
Results-driven professional with 16 years of expertise in customer care and consumer relations, specializing in fostering strong client relationships. Proven leadership skills demonstrated by effectively managing a team of 20 agents at a global payments technology company. Committed to achieving high levels of customer satisfaction and retention through strategic relationship-building and a focus on delivering exceptional service. Passionate about leveraging experience to drive organizational success and enhance the overall customer experience.
Overview
15
15
years of professional experience
Work History
Customer Success
8am / AffiniPay
Austin, TX
01.2022 - Current
- Welcome all new accounts to 8am by conducting Zoom consultations/training sessions ensuring our new customers are comfortable in the new system
- Quality check new accounts as they come out of Underwriting, offering a final inspection before they are live. This includes tasks such as checking for typos, confirming account information is accurate, and completing any customization to the account per the customer’s requests
- Encourage product adoption with 8am customers by sharing tips, tricks, and standard methodologies
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Assist in basic custom changes to better fit customers’ business needs.
- Provide customer support by answering any questions customers may have about their new account.
Data Analyst
Texas Municipal Retirement System
Austin, TX
01.2022 - 01.2022
- Verify beneficiary designations related to claims for Members and retirees’ benefits, including accounts with specialized issues
- Enter, update, and maintain Member account data in the member database system
- Research and respond to Member inquiries and requests
- Review and process retirement applications, payments, and account adjustments; determine eligibility and compliance with TMRS statutes and federal regulations; and prepare correspondence regarding retirement status
Senior Support Specialist
Teachers Retirement System
Austin, TX
01.2018 - 01.2022
- Find solutions to escalated calls/emails daily for members
- Assisted with leadership in improving call quality
- Help coach and train new hires
- Promoted from telephone counselor, to office visit counselor, to current position
Business Class Support
Spectrum
Austin, TX
01.2017 - 01.2018
- Inbound call center taking 25-40 calls a day
- Trouble shoot small-medium business with their services (internet, TV, phones, email)
- Highest tier of tech support
- Achieved monthly metric goals
Email Marketing
Dream World
Austin, TX
01.2016 - 01.2017
- Responsible for 24x7 operation and maintenance of emails
- Worked with a team to brainstorm and create new email campaigns
Team Lead Customer Service
Visa
Austin, TX
01.2015 - 01.2016
- Serve as escalation point for complex calls requiring advanced knowledge of all products/protocols
- Extremely high call volume up to 100 calls a day
- Follow up on all outbound phone/email complaints received
Medical Office Specialist
TCA
Austin, TX
01.2012 - 01.2015
- Yearlong above satisfactory quality rating
- Monitor and analyze key call center metrics
- Collaborate with management on reporting/mentoring and suggested course of actions at both team and individual levels
- Promoted 3 times in a 12-month span (Tier 2 CSR, Tier 3 CSR, Lead)
- Monthly client calls to review procedures and provide feedback
- Answered a multi-lined phone system, communicating with doctors, medical staff, and patients
- Made outbound calls to follow up on patient procedures and changes to the clinic schedule
- Monitored triage nurse calls and resolved patient concerns
Consumer Computer Sales
Dell
Round Rock, TX
01.2011 - 01.2012
- Worked in an inbound/outbound call center, taking between 20-30 calls a day following a successful call model
- Sold Standard or customized computers and electronics based on consumer profiles
- Followed up on leads with a consultative sales approach to actively grow business
Education
Computer Science
ITT Technical Institute
Austin01-2009
Skills
- Self-sufficient in learning new programs
- Able to troubleshoot problems and find solutions
- Proven leadership ability and team building
- Quick learner and receives constructive feedback well, coachable
- Proficient in Microsoft Office
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
Timeline
Customer Success
8am / AffiniPay
01.2022 - Current
Data Analyst
Texas Municipal Retirement System
01.2022 - 01.2022
Senior Support Specialist
Teachers Retirement System
01.2018 - 01.2022
Business Class Support
Spectrum
01.2017 - 01.2018
Email Marketing
Dream World
01.2016 - 01.2017
Team Lead Customer Service
Visa
01.2015 - 01.2016
Medical Office Specialist
TCA
01.2012 - 01.2015
Consumer Computer Sales
Dell
01.2011 - 01.2012
Computer Science
ITT Technical Institute