BRIAN D. CLELAND

*** **** **** ***** • Westerville, Ohio 43082

Home: 614-***-**** • Cellular: 304-***-**** • abm1rg@r.postjobfree.com

Seeking the position of…

Senior Leadership Role, Strategic Operations – Customer Care

Senior contact center management of domestic and international travel management centers.

Senior Operations Leadership of large flagship contact center operation servicing Identity Theft

Protection, Consumer Products and Loyalty Programs. Expertise in managing large, multi-

location customer contact centers. Created and maintained goal-oriented work environments

that combine learning, achievement, recognition, and a Team Espirit de Corps. Possess

excellent problem solving and critical thinking skills. Strong P&L, budget planning, client pricing,

and PMO experience.

Professional Qualities and Strengths

Operational Efficiencies Strategic Vision and Project Planning Budget and Cost Control

Articulate Communicator Team Building and Staff Leadership Coaching and Mentoring

Relationship Building Productivity and Time Utilization Account Management

Management Collaboration Service Level Agreement Review Sales Presentations

Flawless Execution

Professional Highlights

Affinion Group April 2008 - Present

Vice President, Contact Center Operations

Vice President & Site Leader of a 24x7, 900+ employee contact center. Accountable for

operational efficiencies, P&L, Enterprise Quality Assurance, Workforce Management (7 Contact

Centers including Domestic and International Outsource Partner Locations), Customer

Relations, Process Improvement, Client Implementation teams, Client Presentations and

Strategic Planning

Key Contributions:

• Successfully created and implemented a career path program for all levels in the contact

center

• Lowered Flagship Attrition from 12% to 6% monthly through cultural programs,

• Successfully achieved operational efficiency metrics by reorganizing resources and

creating departmental staffing plans

• Modified business rules, lowering client refund rates by 30%

• Championed PCI Compliance Level 1 Certification

• Preparation and submission of RFP, RFI responses

• Implemented a PMO Group for implementation and process improvement initiatives

• Successful implementations of new client partnerships

• Budgetary Soundness

Willing to Relocate • Professional References Provided upon Request

Willing to Relocate • Professional References Provided upon Request

TATA Business Support Services April 2006 – April 2008

Director, Customer Support Operations

Site Director of a 24x7, 300+ contact center, including support agents, workforce, human

resources, and systems/IT personnel. Work closely with executive level management to

develop and implement customer operation initiatives fostering growth and program loyalty.

Responsible for meeting client KPI’s, sales, and financial objectives (P&L). Authorize personnel

policies, direct career paths, implement process improvement initiatives, and oversight of all

center operations.

Key Contributions:

• Successfully relocated the contact center within months of the sell off transition from

TRX, retaining 97% of the staff, while hitting all service metrics

• Renegotiated multiple client contracts of existing customer base to multi-year

agreements

• Created and implemented staff incentive and bonus plans

• Negotiated client SPM service incentives and service credit programs

• Preparation and facilitation of innovative sales presentations

• Championed ISO 9001:2000 Certification, coordinating internal and external audits

• Preparation and submission of RFP, RFI responses

• Coordinated beta test and user acceptance testing of client and partner technologies

• Work closely with PMO Groups for implementation and process improvement initiatives

• Successful implementations of new clients

• Key client account manager responsibilities

• Operational efficiencies achieved through customer loyalty and senior management staff

• Maintain intricate knowledge of all aspects of the contact center

TRX, Inc. February 1996 – April 2006

Director, Customer Service Operations

Sr. Director of European Operations

Hired by Worldtravel and joined the OFS and then TRX team at their inception. Participated in

the original process identification plans and opened one of the first TRX online contact centers.

In late 2005, served as the Senior Director of European Operations for seven months and was

responsible for five contact centers and three fulfillment operations in the United Kingdom and

Berlin. Responsible for online travel, ticketing, client services, client resolution, fare loading and

technology development.

Key Contributions:

• Increased the staff from three to over 300 in Parkersburg, West Virginia

• Contact Center Operations start up & staff development

• Oversight of European Operations and UK Account Management

• Comprehensive, effective and systematic approach used for office closures

• P&L Administration

Willing to Relocate • Professional References Provided upon Request

• Multi client executive leadership liaison

Carlson Wagonlit Travel July 1985 - February 1996

Multiple Job Descriptions

Had the opportunity to learn travel agency operations through hands on experience. Gained

valuable technical and GDS knowledge and grasped highly effective management techniques.

Key Positions Held:

• Field Operations Manager – Managed 26 client dedicated onsite corporate travel contact

centers

• Senior Travel Automation Specialist – GDS Conversions, Script development, New

Account Implementations, Custom Product Training, Vendor Relations

• Training and Quality Management Specialist – Quality Management Principles,

Standards Compliance, Automation Training for Northeast

• Northeast Regional Training Automation Specialist – Responsible for 100+ Northeastern

Region Training Facilitators, Automation Standards Compliance, Business Travel Center

Automation Training Support

• Branch Manager – Offsite dedicated corporate travel center management, including full

P&L responsibility

Selected Technical Skills

• Microsoft Office: Word, PowerPoint, Excel, and Access

• Sabre, Worldspan and Apollo

• Strong working knowledge of call center technology including workforce management

(IEX, CMS) call management systems, CRM tools, ACD systems and telecom routing

solutions (Geotel)

• Experience with ResX, CoRRe, SeleX, Workflow Manager, and iemployee

• Sabre & Apollo Script Development

• Working knowledge of Eon and Avaya Phone Switches

• NICE & Mercom Digital Recording System

Professional Associations

Chamber of Commerce, Marietta, OH • United Way Board of Directors • Bi-Vocational Pastor

Willing to Relocate • Professional References Provided upon Request

Contact this candidate