Brian Smith
Converse,TX
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
15
years of professional experience
Work History
Data Analyst
PNC Bank, NA
12.2022 - Current
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Utilized data visualization tools to effectively communicate business insights.
- Participated in requirements meetings to understand business needs.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Implemented robust control measures to improve analytical output reliability.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Data cleaning
- Customer satisfaction metrics
Customer Care Supervisor
PNC Bank, NA
12.2020 - 12.2022
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Part of Diversity & Inclusion Leadership Ambassador team
- Monitored compliance risks while adhering to safety protocols.
- Evaluated interactions between associates and customers to assess personnel performance.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
Home Mortgage Customer Service Team Lead
Wells Fargo
02.2019 - 12.2020
- Provided elevated customer experience to generate loyal clientele.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- Asked open-ended questions to assess customer and team member needs.
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
- Increased customer satisfaction by resolving Mortgage Servicing issues.
- Developed team communications and information for team meetings.
- Initiated timely response to emails, voicemails and written correspondence.
- Helped mold team and embraced change to adapt within dynamic market.
- Modeled exceptional customer service and mentored associates on direct link between customer retention and customer loyalty.
- Facilitated coaching for team members through daily coaching and regular performance appraisals.
Home Mortgage Customer Service Skill IV
Wells Fargo
03.2017 - 02.2019
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Pipeline Management
- Educated customers how to use company systems, complete forms and obtain desired services.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Promoted available products and services to customers during service, account management and order calls.
Team Manager/Operations Manager
Ibex Global
05.2010 - 02.2017
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Utilized data visualization tools to effectively communicate business insights.
- Participated in requirements meetings to understand business needs.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Implemented robust control measures to improve analytical output reliability.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Data cleaning
- Customer satisfaction metrics
Education
High School Diploma - undefined
Bend Sr High School
Bend, Or1999
Skills
- Skilled in call center operations
- Customer interface expertise
- Call center metrics decoding aptitude
- Adheres to customer service procedures
- Committed to maintaining data integrity
- Strong problem solving aptitude
- Customer service award
- Familiarity with Key Performance Indicators (KPI)
- Persuasive speaker
- Avaya Software knowledge
- Service desk team management
- Team Leadership
- Pipeline Management
- Cross-functional teams leadership
- Team leadership and coaching
- Excel proficiency
- Tableau proficiency
- High volume email help desk
Timeline
Data Analyst
PNC Bank, NA
12.2022 - Current
Customer Care Supervisor
PNC Bank, NA
12.2020 - 12.2022
Home Mortgage Customer Service Team Lead
Wells Fargo
02.2019 - 12.2020
Home Mortgage Customer Service Skill IV
Wells Fargo
03.2017 - 02.2019
Team Manager/Operations Manager
Ibex Global
05.2010 - 02.2017
High School Diploma - undefined
Bend Sr High School