BRYAN D ANDERSON

**** ** **** ****** *** *** • Pompano Beach, Florida 33062

954-***-**** • ad1akm@r.postjobfree.com • www.linkedin.com/in/bdande1

CHIEF OPERATING OFFICER

Chief Operating Officer offering over 24 years of expertise in transforming operations. Track record of identifying and seizing process improvement opportunities strengthening efficiency, customer satisfaction and team accountability. Liaise with stakeholders at all levels across organizations. Lead global implementations and change management while guiding teams of up to 500 members.

CORE COMPETENCIES

• Monitor performance of organizational members or partners • Create job requisitions, conduct interviews, hire and onboard personnel

• Analyze data to inform operational decisions or activities • Conduct employee training programs

• Recommend organizational process or policy changes • Develop organizational goals or objectives

• Direct sales, marketing, or customer service activities • Develop organizational policies or programs

• Direct organizational operations, projects, or services • Prepare staff schedules or work assignments

• Implement organizational process or policy changes • Purchase materials, equipment, or other resources

• CRM Administration • Professional resume and LinkedIn profile writer

• Public speaking • Listening and intermediary skills

• Discretion • Facilitator

• Negotiation and Conflict Resolution • Flexibility

• Operations Management • Finance

• New Business Development • Sales Management

SKILLS

Business Management: Microsoft Office Suite, Google Workspace, O365, Microsoft Visio, OneDrive, SharePoint, Dropbox, Lucid Chart

Collaboration: Zoom, Microsoft Teams, Skype, WebEx, GoToMeeting, JoinMe, Spitfire, Slack, Calendly

CRM, Marketing and Electronic Signature: Salesforce Sales Cloud and Service Cloud (administrator), Salesforce AppExchange, Zoho, Hubspot, CreditSoft, LeadTrac, ServiceTrac, Prime Debt Soft, Trello, Pipedrive, Facebook Ads, Google Analytics, Mailchimp, Survey Monkey, Docusign, SignNow, SignWell

Accounting, Payroll, Payment Processing: QuickBooks Desktop, QuickBooks Online, Zoho Books, USAePay, Stripe

Project and Process Management: Microsoft Visio, Asana, Lucid Chart

Talent Management: Indeed, ZipRecruiter, MightyRecruiter, Applicant Tracking Systems

Telephony: Windstream, Vonage, Trixbox/Asterisk/Elastix, Mitel, Avaya, Alcatel, Gensis, Five9, Nice, Allworx, MightyCall, Ring Central, Cisco, Polycom, Vonage, Debut (screen capture software)

CAREER HIGHLIGHTS

Over 34 years of call center experience.

Over 27 years of call center management experience.

Over 25 years of operations management experience.

Over 15 years of experience working remote.

Over 11 years of experience coaching and developing remote staff in multiple locations.

Created, developed, staffed, and supported teams between 15 and 500 employees.

Upheld budgets between $840,000 and $18,500,000.

Attained and sustained sales goals of up to $250,000 per month.

Averaged 99.5% successful sale-to-bill.

Attained and sustained efficiency goal of 90% task completion within 30 days.

Averaged 73% client retention rate for all programs.

Increased AR from 58% clear rate to 69% clear rate in 90 days.

Increased AP from 120 days to 60 days in 90 days.

Transformed P/L from $33,000 loss to $2,000 profit in 90 days.

Ability to quickly recognize improvement opportunities and implement corrective procedures in short order reflecting immediate positive results.

Successfully converted legacy systems to web application (Salesforce).

Successfully implement crisis management business continuity plan converting office to hybrid / remote work environment.

PROFESSIONAL EXPERIENCE

DIRECTOR OF CALL CENTER OPERATIONS November 2022 – Present Pioneertown Media LLC, Los Angeles, CA

Develop, implement, and monitor day-to-day operational systems, data and processes to provide visibility into the goals, progress, and obstacles of key initiatives.

Tactical focus on data collection and analysis, KPI creation, continuous improvement, quality and staff development.

Outstanding organizational, communication, and leadership skills and an ability to interpret data and develop innovative solutions that push boundaries.

Manage call center operational activities to achieve target output and quality metrics.

Turn raw data into insight, assure data is accurate and high quality, and use data to drive continuous improvement in quality performance and efficiency.

Actively analyze and identify opportunities process improvements necessary to facilitate department functions and goals.

Develop Call Center quality program protocols and KPIs for best-in-class results with report out cadence.

Implement policies and procedures that improve day-to-day operations with a focus on driving and creating consistency across department with streamlined, repeatable processes and policies.

Successfully launch new campaigns, manage progress, and ensure execution against goals.

Lead undertakings to evaluate needs, establish processes and optimize outcomes through identification, participation, design, and implementation of improvement initiatives.

Develop strategies for change management to remove barriers to goal achievement.

Hire and development of Call Center team as well as structure and ensure agent training programs are successfully implemented and achieve internal performance standards.

Provide leadership, direction, coaching, and feedback to Intake leads, supervisors, and staff.

Possess strong working knowledge of data analysis, performance metrics, and interpreting statistical data.

Utilize highly advanced organizational and project management skills.

Proven expert written and verbal communication skills with ability to convey complex information in a clear, concise manner.

Ability to produce and deliver presentations to diverse audiences and senior leaders.

Self-motivated, solution-oriented, and ability to thrive and drive results in a collaborative environment.

MANAGING MEMBER / CONSULTANT July 2021 – Present Nosredna Solutions, LLC, Pompano Beach, FL

Provide guidance and support on business start-up preparation and scaling, HR/PEO solutions, employee coaching and development, SOP development and deployment, training development and deployment, CRM solutions and administration, telephony solutions and administration, CTI development and deployment, API development and deployment, communication solutions, infrastructure, facilities management as well as data gathering, analytics and reporting.

Utilize excellent communication and people skills to work with clients to write resumes, LinkedIn profiles, cover letters and thank you letters as well as conduct interview coaching and career development coaching.

Educate clients on Application Tracking Systems (ATS) and keyword optimization.

Conduct client consultations via Zoom and Microsoft Teams.

Enjoy helping others feel empowered and confident in their achievements.

DIRECTOR OF OPERATIONS June 2017 – May 2022 Ranieri Law LLC, Tamarac, FL

Create, develop, and oversee credit repair program, collections program and bankruptcy program.

Provide software and telecommunications administrative support.

Identify and implement process improvement initiatives to positively affect quality and efficiency of all team members.

Design and analyze reports in order to track trends and make strategic recommendations with strong focus on client retention.

Single point for all HR related matters including recruiting, hiring, disciplinary action, and terminations.

Manage and process Accounts Payable, Accounts Receivable, Profit and Loss, and payroll.

Mitigate complaints to avoid reaching third-party agencies, i.e., BBB, Attorney General, FTC, and BAR’s.

Create, develop, staff, and support 15 employees.

Uphold budget of $840,000.

Attain and sustain sales goal of $35,000/month.

Average 99.8% successful sale-to-bill.

Attain and sustain efficiency goal of 99.5% task completion within 7 days.

Average 94% client retention rate.

CUSTOMER SERVICE MANAGER July 2015 – February 2017 Sitel Operating Corp, Pompano Beach, FL

Attained and sustained Capital One fraud department business goals.

Ensured availability to affect entirety of team’s operations; managed by walking around.

Took calls that agents could not handle and ensured availability when an agent appeared to need assistance.

Kept agents aware of case queues.

Motivated and encouraged agents through positive communication and feedback.

Conducted weekly team meetings.

Performed agent monitoring evaluations.

Tracked attendance, daily statistics, paid time off and sick time.

Presented breakdown of past week's monitoring checklists and written performance summary of team.

Presented breakdown of next week's monitoring assignments and plan for team.

Tracked daily any feedback, analysis or reflections from that day's interaction with agents.

Developed contests, awards and themes that increase agent loyalty and focus.

Produced and delivered performance reviews.

Developed and supported team of up to 60 call center agents.

Designated as transition team for nesting period between training and production.

CHIEF OPERATING OFFICER August 2008 – October 2014 Prince Law, LLC, Plantation, FL

Created, developed, and oversaw debt negotiation programs, mortgage modification programs, and bankruptcy program.

Oversaw project management including working with developers to create software, providing software administrative support, performing as SalesForce.com administrator as well as provided programming and administrative telecommunications support needs.

Identified and implemented process improvement initiatives to positively affect quality and efficiency of all team members.

Designed and analyzed reports in order to track trends and make strategic recommendations with strong focus on client retention.

Mitigated complaints to avoid reaching third-party agencies, i.e., BBB, Attorney General, FTC, and BAR’s.

Created, developed, staffed, and supported 60 employees.

Upheld budget of $2,280,000.

Attained and sustained sales goal of $130,000 per month.

Averaged 98% successful sale-to-bill.

Attained and sustained efficiency goals of 90% task completion within 30 days.

Averaged overall 68% client retention rate for 10 different simultaneous active programs.

OPERATIONS MANAGER January 2003 – January 2008 Affordable Debt Solutions, Inc., Deerfield Beach, FL

Created, developed, and oversaw debt management and negotiation programs.

Worked with developers to create software and with telecom to create ACD and call routing mechanisms.

Identified and implemented process improvement initiatives to positively affect quality and efficiency of staff including management and coordination of tasks.

Designed and analyzed reports in order to track trends and make strategic recommendations with strong focus on client retention.

Mitigated complaints to avoid reaching third-party agencies, i.e., BBB, Attorney General, FTC.

Created, developed, staffed, and supported 150 employees.

Upheld budget of $4,650,000.

Attained and sustained sales goal of $150,000 per month.

Averaged 98% successful sale-to-bill.

SENIOR OPERATIONS MANAGER June 2000 – August 2002 Technion Communications Corporation, Tamarac, FL

Attained and sustained ATT Small Business Markets Organization (B2B) E-Business sales goals.

Developed and coached teams of Sales Managers and Account Executives who established local, long distance, as well as data/IP communication services for ATT small business customers.

Analyzed and developed process improvement plans to Sale-to-Bill processes to ensure all sales make to billing cycle.

Attained and enforced ATT Executive Office complaint guidelines overseeing a team of 4 Escalation Managers.

Attained and sustained goals, and enforced methods and procedures, of Provisioning department including team of Provisioning Managers and Provisioning staff members.

Created, developed, staffed, and supported 300 employees.

Upheld budget of $9,000,000.

Attained and sustained efficiency goals of 90% task completion within 30 days.

Averaged 91% client retention rate.

DISTRIBUTION OPERATIONS MANAGER April 1999 – May 2000 Medical Research Industries, Pompano Beach, FL

Established inbound and outbound call centers for multi-level marketing startup company.

Within 30 days successfully relocated off-site warehouse inventory to on-site facility and created/implemented/oversaw in-house fulfillment operation.

Hired, trained, supervised, and developed all personnel in email, live chat, phone servicing and fulfillment.

Created and monitored call center service levels.

Identified, analyzed, and recommended plans to increase productivity and efficiency.

Created, developed, staffed, and supported 50 employees.

Upheld budget of $1,300,000.

Attained and sustained customer-to-distributor conversion goal of 10/month.

Attained and sustained efficiency goals of 90% task completion within 30 days.

Averaged 89% distributor retention rate.

TEAM SUPPORT MANAGER April 1998 – April 1999 US West Communications, Phoenix, AZ

Monitored and made collection treatment recommendations based on corporate collection objectives and results for 500+ employee staffed collection center.

Created, implemented, tested, and maintained Crisis Management/Business Continuity Plan.

Performed as Fire and Life Safety Deputy for 26 story hi-rise housing over 2,500 employees.

Established Continuous Improvement Plan item for Phoenix center and incorporated as regional item for all company call centers customer escalated call tracking and development processes.

Designated department single point of contact for customer escalated calls, resolution follow-up, and PUC/FCC complaints.

Assumed afterhours duty pager responsibilities.

Single point of contact for Union grievances.

Developed, staffed and supported over 500 employees.

Consistently attained and sustained monthly collection goals of $1,000,000/Month.

Upheld budget of $18,500,000.

Minimized PUC/FCC complaints within 30days by trending escalated calls and implementing standards to ensure issues addressed before being escalated to outside government agencies.

CUSTOMER SERVICE MANAGER February 1996 – April 1998 US West Communications, Phoenix, AZ

Developed and coached team of 25 Credit Consultants.

Produced and delivered development plans.

Administered disciplinary action plans.

Over four-month period successfully improved team center rank from last place to third place.

Reduced team customer escalated calls by 32% and reduced department customer escalated calls by 20% within a two-month period.

Improved corporate accounts receivable by 15% within first month of inception by having receivables collected within 60 days versus 90 days.

CREDIT CONSULTANT April 1990 – February 1996 US West Communications, Des Moines, IA and Phoenix, AZ

Responsible for maximizing revenue by efficient management of pro-active debt recovery telephone calls to ensure effective and timely collection of debt, maintaining excellent service levels, maintaining debtor contact levels, and working effectively with other team members.

Over fiscal year located $2M in fraudulent outstanding accounts receivables.

REPAIR SERVICE ATTENDANT March 1989 – April 1990 US West Communications, Des Moines, IA

Responsible for answering detailed product and service questions.

Identified and fulfilled customer needs to achieve satisfaction.

Handled complaints and provided appropriate solutions.

Kept records of customer interactions, processing customer accounts and filing documents.

EDUCATION

Certificate, Community Association Manager, Gold Coast Schools, Tamarac, FL

Diploma, Legal Assistant, International Correspondence Schools, Scranton, PA

PROFESSIONAL LICENSES

Community Association Manager, Florida Department of Business & Professional Regulation, License # CAM48563, Licensure Date: 5/31/2017

RECOGNITION

Awarded - Patriot Award, Employer Support of the Guard and Reserve (ESGR) U.S. Defense Department Program, Prince Law, LLC

Selected to attend Presidents Club, US West Communications

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