Brian McAneny

Oversaw operations and ongoing direction for multi-national Customer Support center for large US and Canada based sports apparel company.

Functions and Responsibilities:

• Day to Day operations for approximately 600 front line and management level staff
• Oversaw the operations of 4 office located in Brea, CA, Manila, PH, Belize City, BZ and Neenah, WI
• Expense management and full P&L responsibility

Major Achievements:

• Increased department from 250 agents over 600
• Increased Gross Revenue by 65% and Gross Profit 156% in 5 years span.
• Improved Net Promoter score from -20 to consistently above 50.

Responsible setting the strategic direction for the Company’s Customer Experience group, Inside Sales Team and Warehouse Operations.

• Implemented departmental and individual Key Performance Indicators (KPI’s) that resulted in reductions overall costs and
  increases in agent performance.
• Worked closely with organizational leadership and Sales Team to implement operational strategy to improve consumer experience.
• Responsible for Vendor Management within Operations which include managing RFP process, vetting of vendors and contract negotiations.
• Reduced operation expenses by 44% by implementing various cost recovery policies, updating procedures and negotiating vendor contracts.