Brian Scheid

• Oversight of entertainment events for 8 corporate locations
• Negotiated artist terms and exercised appropriate cost control to meet budget restrictions and maximize profitability.
• Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
• Created promotional materials and provided insightful information to social media, websites and print media to educate public.
• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.

• Oversight of supervisors and teams performances to determine training needs and drive positive performance outcomes
• Exceeded team goals and collaborated with supervisors to implement customer service initiatives.
• Adept at managing multiple business line queues housed at Westlake Contact Center. Business Lines that have been housed in Westlake Customer Service (15 yrs), Premier High Value Customer Banking (3 yrs), Online Banking (11 yrs.), Mobile App Assistance (4 yrs.), Auto and Credit Card Collections (6 yrs.), Complaints and Escalation Queue (10 yrs.), Product Sales (10 yrs.), Small Business Banking (2 yrs.), and Direct Message and Chat Queues (4 yrs.).
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Activities chairman for DFW Senior Council of PRIDE Chapters Employee Resource Network
• Trained and regularly mentored leaders on performance-oriented strategies and coaching customer service techniques.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Received Golden Spoke Award in 2011, 2012, 2013, 2016, 2019, and 2020. Wells Fargo's top performance honor
• Trained on these Queue Operating systems

Call Volume Systems

Symposium, Real Time Assessment, and Aim Call

Quality Assurance Systems

Nexidia, Nice, and Q-finity

Customer Satisfaction Systems

Net Promoter Score, Gallup, and Customer Experience Pro

Outbound Collections Dialer

Genesys Cloud CX

Employee Time Tracking Systems

Web Time, Time Tracker, and Microsoft Work day

DM/Chat Queue Systems

Skype and Microsoft Teams

Customer Information Systems

Customer Information View (CIV), Hogan, Webs, Trans ID, and ACH Database.

• Managed day-to-day business operations.
• Established foundational processes for business operations.
• Managed Music Venue, growing revenue to $1.7 million in first year over 562k prior year
• Trained and motivated employees to perform daily business functions and to build human capital.
• Evaluated suppliers to maintain cost controls and improve operations
• Negotiated Entertainment deals with Artists, Agents, Promoters, and booking agents maintaining budget
• Reconciled daily sales, returns and financial reports in QuickBooks.

• Hired, managed, developed and trained staff of 25 phone bankers, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assessed personnel performance and implemented incentives and team-building events to boost morale
• Monitored metrics and developed actionable insights to improve efficiency and performance
• Coached team members to deliver hospitable, professional service while adhering to set service models
• Exceeded team goals and collaborated with staff members to implement customer service initiatives
• Directed Coaching Calibrations across 16 Phone Sites
• Awarded Wells Fargo Golden Spoke Award for 2007, 2008, and 2009.