Carlos T. Bryson
Executive
Charlotte,NC
Summary
Executive with 20+ years' experience directing and executing operational strategies that leverage medium to large workforces to execute strategic business outcomes. Notable success supporting external clients, collaborating across business enterprises, establishing and growing contact centers, and managing a range of KPI and corporate profit/loss initiatives that support overall business objectives.
Overview
20
20
years of professional experience
Work History
DIRECTOR
ALLY BANK
01.2022 - Current
- Director with 20+ years' experience directing and executing operational strategies that leverage medium to large workforces to execute strategic business outcomes.
- Consistent Leadership in Customer Experience, Change Management, Human Capital/Business Development, Process Improvement, Culture Creation
- Notable success supporting external clients, collaborating across business enterprises, establishing and growing contact centers, and managing a range of KPI and corporate profit/loss initiatives that support overall business objectives.
- Led strategic initiatives to enhance customer experience and increase operational efficiency.
- Mentored senior staff, fostering professional development and improving team performance through targeted training programs.
- Streamlined processes across departments, resulting in improved workflow efficiency and reduced operational costs.
- Collaborated with executive leadership to define organizational goals and align resources for optimal performance.
- Oversaw project management efforts, ensuring timely delivery of key initiatives aligned with corporate objectives.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
OPERATIONS MANAGER
OPTUM
REMOTE
01.2020 - 01.2022
- Contracted by NYCHH to support the NYC Test and Trace program.
- Successful ramp of 2500+ contracted monitors and 100+ contracted supervisors.
- Executed a successful pivot selecting 700+ associates to stand up the Travelers Program consisting of multiple outbound programs to support vaccination efforts.
- Worked cross-functionally with training, reporting, and the accounting team on creating and operationalizing process recommendations for NYCHH.
- Optimized Enterprise tools and the current workforce to make outbound manual calls due to limited resources (software license).
- Created an assignment process and reporting standardization process that provided lines of sight to the executive team outside of our contracted software, Salesforce.
- Coordinated, tracked, and managed the realization of daily results in the absence of automated reporting tools.
- Galvanized the workforce comprised of mostly contracted employees.
- Successfully executed multiple pivots with regards to the daily expectations to exceed client expectations.
- Executed the change control process for client and supplier contracts, agreements, documents, statements of work, and contract amendments.
- Exceeded KPI including service delivery, issue tracking and resolution, and service level performance monitoring and management.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times to reduce the spread of Covid-19.
- Developed training programs for staff, fostering skill development and enhancing team performance.
OPERATIONS MANAGER
WestMed Medical/Optum
Charlotte
01.2017 - 01.2020
- Increased efficiency with regards to Doctor's schedules to increase patient satisfaction.
- Managed all facets of employee performance, productivity, accountability, and engagement.
- Communicated with the Office Managers and in most cases directly with Physicians to understand and to execute around operational changes.
- Successfully managed multiple providers and provided monthly, quarterly, and annual updates to the Executive team.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
CONTACT CENTER SERVICING MANAGER
Wells Fargo Dealer Services
Charlotte
01.2015 - 01.2017
- Successfully supported the servicing of early and late stages delinquent accounts.
- Managed risk effectively by monitoring employee and customer interactions meeting all State and Federal regulatory requirements.
- Full accountability for aligning business objectives and meeting KPI (QA, DLQ, P&L Budget, and forecasting Service Center goals.
- Partnered with the Sales team to in post mortem review to improve portfolio performance.
- Introduced and led culture change around Collections and Operational Strategy.
- Led the Charlotte Service Center in retention, quality, and portfolio performance which finished second in the country as a Regional Service Center.
- Mentored staff on best practices in compliance and risk management within dealer services.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective communication, follow up, support, and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
INTERIM DIRECTOR OF CUSTOMER SERVICE
American Credit Acceptance
Spartanburg
01.2011 - 01.2015
- Partnered with Recruiting to hire and train 400+ employees to staff a new contact center.
- Ensured customer issues were proactively identified to mitigate complaints. Followed complaints through to resolution.
- Cross Departmental Collaboration with the Legal, Accounting, Sales, and Risk teams to align corporate objectives.
- Successfully integrated the satellite office out of Atlanta and aligned culture, policies, and procedures.
- Presented monthly headwinds and tailwinds to the CEO and CFO on the development and implementation of financial and servicing optimization plans.
- Deployed and successfully developed a team of employees that had little to no experience in the Financial Services industry.
- Developed incentive programs that aligned compensation to revenue goals and key performance indicators.
- Successfully partnered with HR to minimize attrition while partnering with local college and universities to identify and build a strong talent pool.
- Developed training programs for staff to improve service quality and operational efficiency.
- Collaborated with cross-functional teams to streamline communication and resolve issues swiftly.
- Oversaw performance metrics, ensuring alignment with organizational goals and standards.
- Mentored team leaders in best practices for managing customer inquiries and complaints effectively.
- Implemented technology solutions to automate processes, reducing response times significantly.
- Cultivated relationships with key stakeholders to foster a culture of continuous improvement.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Championed company culture initiatives that emphasized the importance of excellent customer service throughout the organization.
- Led team meetings focused on sharing best practices, addressing challenges, and celebrating successes in order to foster a cohesive, high-performing unit.
- Reduced employee turnover through effective recruitment strategies and ongoing professional development opportunities.
Education
Bachelor of Science - Business Administration - Management Major
The University of South Carolina - Upstate
Skills
- Verbal and written communication
- Visionary leadership
- Strategic planning
- Client Satisfaction
- Risk Management
- Multi Channel Management
- NPS/Customer Service
- Cross Departmental Collaboration
- Cross-functional Team Leadership
- Creativity and innovation
- Charismatic leader
- Corporate social responsibility
Timeline
DIRECTOR
ALLY BANK
01.2022 - Current
OPERATIONS MANAGER
OPTUM
01.2020 - 01.2022
OPERATIONS MANAGER
WestMed Medical/Optum
01.2017 - 01.2020
CONTACT CENTER SERVICING MANAGER
Wells Fargo Dealer Services
01.2015 - 01.2017
INTERIM DIRECTOR OF CUSTOMER SERVICE
American Credit Acceptance
01.2011 - 01.2015
Bachelor of Science - Business Administration - Management Major
The University of South Carolina - Upstate