Brian Largay
Norwalk,CT
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
HLTH Inc.
11.2022 - 03.2024
- Answered all incoming emails phone calls and returned voicemails (often high volume)
- Worked within a team of 3 to ensure official responses in accordance with company policy
- Monitored customer satisfaction and passed all relevant notes and inquires to our leadership as needed
- Traveled to events to work on-site as an event registration coordinator and tech support
- Followed up with clients and attendees on site to ensure they are getting proper direction and participating as intended
- Handled international attendees to ensure they were properly accommodated (assisting with hotel bookings, visa invitation letters, accommodating changing of travel plans, assisting with translator and ambassador attendance etc)
- Created and completed projects within a growing company as needed
- Received and resolved all registration related inquiries for participants within the event
- Monitored and revised various databases within various programs such as swoogo, salesforce, swapcard
- Monitored helpscount and other email systems to ensure all responses were met within a timely manner
- Created and revised information data sheets to ensure my team was fully informed with new information
- Updates new systems of communication for a growing team including implementing new phone services and team communication channels as well as establishing etiquette for more effective communication
Contractor
Urban Expositions
12.2017 - 12.2019
- Company Overview: Clarion UX (formerly Urban Expositions) produces 37 events across 13 sectors of both trade and consumer events
- Worked with Salesforce, A2Z and Workday in managing the day to day business
- Assisted show teams with administrative support
- Processed and collections for late payments for upcoming shows
- Researched new companies by industry for sales and marketing to identify new trends
- Provided all aspects of customer service internally and externally
Process Operations Analysis and Support
OnTime Ops
07.2017 - 12.2017
- Company Overview: Onetime Ops provides tailored operational support as a service for an industry leading, global hedge fund and their trading department
- Entered and analyzed data and data entry processes while maintaining a margin of any error of 0.5%
- Reviewed, critique and modify documentation to ensure each process is optimized for time and efficiency
- Used SQL, VBA, and Microsoft Office extensively (PowerPoint, Excel, Visio, Microsoft word, and Access) to execute procedures and documentation efficiently and precisely within given deadlines and SLA’s
- Used communication tools to coordinated on issues with clients, associates, and management with responses for each of 5 minutes or less
- Managed time balancing responsibilities between executing procedures, coordinating with staff, revising documentation, and managing projects
- Enter and manipulate financial data that was under review in accordance company policy
- Audited financial data entered to ensure data is correct and up to date
- Managed all incoming tickets for the team and delegating the issues in excess of scope or capacity to the appropriate parties
- Coordinated with senior management and developers on issues pertaining to workflow documentation and processes
- Document and diagnose technical and administrative issues that arise in within team
- Document inefficiencies and suboptimal outcomes based on type and severity in order to find and correct the responsible source
- Coordinated with team leaders to create a plan to avoid suboptimal outcomes on an individual and team level
- Review, critique and modify documentation formatting, spelling, grammar, and consistency in terminology for both layman and specialist to understand
- Analyzed the logic of processes and contrasted to existing logic in processes and documentation for optimization and consistency
Oven Operator
Bread Alone Bakery
10.2013 - 04.2017
- Company Overview: Bread Alone is a HACCP certified, kosher, artisanal bakery
- Maintained, organized and ensured a clean work environment up to HACCP standards
- Maintained a kosher workspace monitored by a New York State-certified rabbi
- Progressed from a pastry baking assistant to bread oven operator
- Managed multiple products baking at the same time in 12 deck oven
- Managed between 2 and 4 Bread Oven Assistants in oven area
- Operated state-of-the-art ovens using 2 computers for oven operation and 1 computer for boiler operation/temperature control
- Supervised proof boxes and proofing process for all bread/rolls/baguettes production including up to a dozen varieties simultaneously
- Baked an average of 120,000 pounds of various breads per week
- Responsible for loading rack ovens, monitoring breads while baking, unloading ovens
- Managed proofing of dough including working with proof box, timing of proofing of all dough being prepared for rack oven, 4-6 different dough varieties proofing at any given time
- Promoted to Bread Oven Operator
- Shaped boules, betards, baguettes, ciabatta/focaccia, bagels, rolls, panned breads and challah
Education
Certification of Completion - Excel 2013 Advanced, Excel 2013 Programming with VBA, Database Administration Fundamentals
Connecticut Information Technology Institute, UCONN School of Business
06.2017
Graduated - School of Pastry and Bakery Arts
Institute of Culinary Education
12.2013
Skills
- Customer service
- Attention to detail
- Analytical thinker
- Problem-solving
- Sales support
- Microsoft outlook, word, and Excel
- Safety compliance
- Client relations
- Project Support
- Team building and leadership
- Customer relationship management (CRM)
- Exceptional telephone etiquette
Timeline
Customer Service Manager
HLTH Inc.
11.2022 - 03.2024
Contractor
Urban Expositions
12.2017 - 12.2019
Process Operations Analysis and Support
OnTime Ops
07.2017 - 12.2017
Oven Operator
Bread Alone Bakery
10.2013 - 04.2017
Graduated - School of Pastry and Bakery Arts
Institute of Culinary Education
Certification of Completion - Excel 2013 Advanced, Excel 2013 Programming with VBA, Database Administration Fundamentals
Connecticut Information Technology Institute, UCONN School of Business
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