Bryan Peak
Cincinnati,OH
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
Work History
Peer to Peer Support (Optum)
RDI Corporation
09.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Scheduling and confirming appointments with various healthcare providers or support services.
- Worked effectively in fast-paced environments.
- Maintaining and updating appointment calendars to ensure smooth operations.
- Proven ability to learn quickly and adapt to new situations.
- Meet/Exceed monthly SLA and Quality metrics set by the business.
Residential Tech Support (Metronet)
RDI Corporation
02.2024 - 09.2024
- Diagnose and resolve technical problems with cable boxes, internet modems/routers, and related devices.
- Provide technical guidance and assistance to customers via phone or through online chat.
- Keep records of customer interactions.
- Meet/Exceed monthly SLA and Quality metrics set by the business.
Client Relationship Manager
Synchrony
01.2015 - 09.2023
- Establish and maintain strong working relationships with key client contacts.
- Partner with internal teams, including Operations, Marketing, IT, and Risk, to support business objectives.
- Actively communicate with clients and internal teams, providing updates, analysis, and SLA reporting.
- Assist clients with cardholder issues and/or disputes.
- Facilitate and develop client reporting packages and analysis.
- Collaborate with the enrollment team to assist with onboarding new clients.
Quality Specialist
Synchrony
06.2011 - 01.2015
- Listen to recorded calls to assess agent adherence to scripts, policies, and customer service standards.
- Analyze agent interactions using scoring rubrics and identify areas where agents can improve their skills and knowledge.
- Offer constructive feedback to agents on their performance, focusing on areas for improvement and providing guidance on best practices.
- Monitor call center activities to ensure compliance with relevant regulations and industry standards.
- Develop and deliver training programs for agents on quality assurance practices and new business processes.
Education
High School Diploma -
Loveland High School
Loveland01-2003
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Peer to Peer Support (Optum)
RDI Corporation
09.2024 - Current
Residential Tech Support (Metronet)
RDI Corporation
02.2024 - 09.2024
Client Relationship Manager
Synchrony
01.2015 - 09.2023
Quality Specialist
Synchrony
06.2011 - 01.2015
High School Diploma -
Loveland High School
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