Brian Nash

2200 Digby Court

Raleigh, NC 27613
919-696-4528
bn4a9662@westpost.net
SUMMARY
Proven Senior Help Desk manager with 15 years of experience in Call Center Opera
tions/Client Relations. Extensive and progressive experience in large global cal
l centers supporting thousands of users worldwide. Demonstrated and obtained a s
olid reputation in client relations while listening to the voice of the customer
in managing conflict and implementing solutions to address hot customer issues.
A people oriented manager who is able to access individual performance, provide
coaching and counseling, training and motivate individuals to develop into a pr
oductive and successful performer. Serves as a change agent through analyzing da
ta, measuring effectiveness, accesses quality and develops strategies/procedures
to reduce cycle times while improving customer satisfaction. Established a tho
rough understanding of call center technologies including IVR, ACD, CTI, WFM too
ls, with focus on recommending technical solutions, staffing scheduling recommen
dations. Facilitated start-up operations and on-boarding of new clients to the
highest standards resulting in a satisfied and delighted customer.
PROFESSIONAL EXPERIENCE
Ceridian Corporation, Morrisville, NC 2003-5/2010
Operations Manager
Managed tier1/tier2 team in a call center supporting multiple clients within the
HRO industry.

* Implemented the on-boarding of the initial clients for the Company that suppor
ted Payroll and Health and Welfare benefit administration
* Accountable for 10+ clients representing hundreds of thousand employees to ens
ure service levels and customer satisfaction targets were exceeded.
* Increased customer satisfaction levels from 95% to 97%.
* Developed the NPS (Net Promoter Score) program to identify the true satisfacti
on of our clients.
* Served as the liaison between the implementation / sales teams to provide solu
tions to operation needs and to ensure smooth transition of services.
* Increased tier two response/resolution times on cases from 90% to 95%
* Assisted in increasing our reference able accounts year over year
* Implemented process changes with focus on providing a reliable and repeatable
service to our customers.
* Consolidated two tier 1/tier 2 operating units into one location that streamli
ned operations, reduced expense and increased efficiencies.
* Initiated Quality programs with the clients which were embraced and resulted i
n increased customer satisfaction and reference able accounts.
* Implemented a disaster recovery program for the site to ensure there was not a
n interruption of service during emergency situation.
IBM Corporation, Morrisville, NC 2000-2003
Operations Manager
Managed a tier 1 team that supported multiple clients in their outsourcing of Be
nefit Administration
* Managed HR outsourced services (Benefits Administration) for external customer
accounts in a help desk environment.
* Managed Technical Operations in support of call center (telephone system, lotu
s notes network interface, maintenance contracts, disaster recovery development
and administration.
* Developed financial interlocks for external accounts and maintained financial
stability.
* Managed accounts service level objectives and exceeded customer satisfaction o
bjectives.
* Developed process improvements that enabled increased system availability
* Implemented a disaster recovery program for the site to ensure seamless operat
ion in the event of a disaster.

ADDITIONAL RELEVANT EXPERIENCE

I/T Consultant of IBM, RTP, NC
Telecommunications Development Manager of TMSI, Cary, NC
Telecommunications Development Manager of IBM, Somers, NY

EDUCATION
Pursued degree in Business Administration, Saint Leo University
Six Sigma- yellow/white and Champion trained
Leadership training
Project management training
Management Development Courses
Technical voice system training