Summary
Overview
Work History
Education
Skills
Assessments
Willing To Relocate
Personal Information
Timeline
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Brian Drohan

Surprise

Summary

Twenty years of Call Center/Customer Service experience in Management, Sales, Supervisor and Operational capacities. Provide coaching, and employee self-development. Identify values, develop possible career paths, and develop strategies for entering a career. Create and implement individual performance improvement plans, goal setting strategy, and customer service skills. Work Force Management experience with GDIT and Cognizant TS. Established the work force management guidelines, recruited, staffed the department and oversaw daily operational success by utilizing analyses, forecasting, and Que management. Successful Account Management through professional contact and cross departmental communication. Team building, focused coaching, and mentoring our staff for continued growth.

Overview

20
20
years of professional experience

Work History

Supervisor/Account Manager

Optum
11.2021 - 05.2024
  • Oversee daily operations of team of 18 Sr
  • Service Advocates/ New Hires to meet or exceed metric KPI'S in an in bound medical call center

Work Force Manager

Integrity Staffing Services
04.2021 - 08.2021
  • Recruiting and staffing specialist
  • Create and update job boards for multiple accounts
  • Pre- Screen candidates
  • Interview
  • Run Background check
  • Provide drug screen
  • Hire
  • Ensure all on boarding documentation are completed correctly and in a timely manner
  • Daily coaching of employees regarding any performance or attendance concerns shared by the client or employee
  • Direct Client contact in creating job ads as well as assist in monetary determination per the position and market rates
  • Provide positive feedback to employees, create a positive environment ensuring our retention rates were consistent

Project Manager

Cognizant Technology Solutions
10.2018 - 09.2020
  • Led daily operations of the call center
  • Lead a very successful team of up to 300 front line customer service agents assisting beneficiaries in the FFM (ACA) program as well as Medicare
  • I worked and coached with 8 Team leads, 2 Trainers, 8SME's (Subject Matter Experts) to successfully meet all SLA's & exceed them from day one of the new call center contract
  • I initiated cross departmental weekly meetings and focus groups to ensure all voices were heard including great experiences, some challenges, and communicated to ensure project security as well as growth
  • Created weekly business review power points including quality, all data metrics, forecasting, attendance metrics, retention, process improvement suggestions, pain points (if any) and any process improvement suggestions with the client directly

Manager

West Valley Limousine Service
09.2016 - 10.2018
  • Facilitated elite program to ensure client satisfaction
  • Set up schedule for all drivers on a daily basis
  • Coordinate with drivers and customers to ensure on time arrival of our chauffeurs, sedans, SUVS, Limousines and vans
  • Interviewed, ran background checks, hired, trained, and coached drivers to success for the betterment of the company
  • Direct client contact daily as well as account management to increase overall market share
  • Had a daily average of twenty-five vehicles, including in house cars and owner operators to Lead

Customer Service Manager

Medicare Advanced Resolution Center (ARC)
05.2013 - 08.2016
  • Lead a team of up to 11 Supervisors as a Manager & up to 250 customer service representatives in the day-to-day activities of the Medicare, FFM (Federally Funded Marketplace) contracts and the Internal Support Group for GDIT
  • Work closely with customer service representatives, Peers, and multiple partners to ensure productivity, quality, and timeliness of work
  • Provide departmental leadership in assigned functional area
  • Responsible for direct oversight of Supervisors to ensure quality coaching and metric goals are achieved
  • Responsible for supervision of employees to assure productivity, quality and timeliness of work in the completion of assigned projects and departmental goals
  • Assist with technical issues with on- site agents as well as nationwide in our Internal Support Group and Advanced Resolution Center
  • Review contract scope and requirements
  • Lead Supervisors through coaching and direction to achieve their metric goals
  • Perform tasks to assure service level requirements and KPI are met or surpassed
  • Monitor employee data such as Quality, Schedule Adherence, AHT (Average Handle Time), PPM (Providing Peace of Mind), and attendance
  • Coach the CSR to success by utilizing the reporting to ensure focused coaching
  • Develop implementation plan to promote success of employee and or Supervisor
  • Maintain department records
  • Weekly Timecard audits and approvals
  • Complete and deliver employee performance appraisals and monitor staff quality and performance
  • Perform other duties as assigned

Consultant/Owner

Metro Western Consultants
01.2011 - 04.2013
  • Consult with Corporate entities and transportation providers with client transport
  • Consult with business owners and clients to identify and eliminate risk
  • Develop business plans to branch into new markets
  • Analyze business models and recommend changes to affect the bottom line
  • Review operational procedures to identify areas of enhancement in call center operations such as reservations, dispatch and sales departments
  • Audit procedures to ensure all Federal and State compliance regulations are met
  • Including maintaining a drug free environment
  • Develop training manuals and deliver training modules for customer service, dispatch and fleet management
  • Identify new business opportunities and submit to RFP-BID process for private and government contracts

Director of Operations & Sales

Concord Limousine Inc.
10.2004 - 09.2010
  • Developed new line of business (Business Class Division) as well as managed a very busy and successful call center
  • Aligned in house staff and managed operational staff upwards of 85 employees, 7 supervisors, and over 140 franchise owned drivers
  • Conducted fleet with VIP sedans, SUV's, Vans, buses and Limousines
  • Responsible for the development and growth of the Business Class Line
  • Overall averaged $5.7 million in production annually
  • Directed the activities of four Sales representatives
  • Developed training modules of in-bound call center for Business Class line
  • Project development and implementation of contractual obligations into daily activities of staff
  • Oversee adherence to contractual obligations and Team incentives
  • Coached Supervisors of each department in areas of Customer Service, adherence, sales and client retention
  • Direct report to the President
  • Provided a weekly financial review and forecast for the upcoming 7-10-day period
  • Awarded many contracts from various Fortune 500 companies, as well as Government entities in both executive Limousine service, private chauffeured vehicles including armored cars

Education

Associates Degree -

Modern Technology College
Hollywood, CA

Skills

  • Performance management
  • Business analysis
  • Business requirements
  • Process improvement
  • Account management
  • Employee evaluation
  • Employee orientation
  • Interviewing
  • SQL
  • Payroll
  • Change management
  • Team management
  • Pricing
  • SharePoint
  • Management
  • Fleet management
  • Time management
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Assessments

Call center customer service, Proficient, 10/01/21, Demonstrating customer service skills in a call center setting

Willing To Relocate

  • New York, NY
  • North Carolina
  • Texas

Personal Information

Authorized To Work: US for any employer

Timeline

Supervisor/Account Manager

Optum
11.2021 - 05.2024

Work Force Manager

Integrity Staffing Services
04.2021 - 08.2021

Project Manager

Cognizant Technology Solutions
10.2018 - 09.2020

Manager

West Valley Limousine Service
09.2016 - 10.2018

Customer Service Manager

Medicare Advanced Resolution Center (ARC)
05.2013 - 08.2016

Consultant/Owner

Metro Western Consultants
01.2011 - 04.2013

Director of Operations & Sales

Concord Limousine Inc.
10.2004 - 09.2010

Associates Degree -

Modern Technology College

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Brian Drohan