Sales Customer Service
Resume:
Nicholas Brisky
Haymarket VA 20169
**********@*****.***
Summary:
Expert operations, sales, customer service, training and quality assurance manager. Exceptional program developer and manager focused on client interaction, sales, compliancy analysis, and research analytics. Recognized for outstanding management, leadership, and academic performances.
Professional Experience:
Director, Sales Operations and Training
RainKing Solutions June 2015 - Present
Bethesda, MD
Director of Sales Operations and Lead analyst for the worldwide operations of over a hundred Sales Engineers. Developed and implemented company wide business development and training program including instructional design of material. Developed lead score system responsible for increasing sales, improving productivity and driving new business development.
Review, approval and execution of all new business contracts. Responsible for management of 3rd party vendor contracts.
On boarding new Sales Engineers with corporate operations, enhancing procedures for reporting important KPIs used in corporate reporting and management, maintaining vital records, leading knowledge exchanges amongst the Sales Engineers, maintaining corporate SharePoint site, serving as a liaison between sales, technology, senior level management including CXOs, hosting, organizing and executing companywide training and events with customers.
Report directly to the CEO, CRO and CFO, streamlining and enhancing business procedures for a multinational company. I am the direct resource between the field and headquarters and have expanded the initial job position given to include more responsibilities.
Manager, Business Development and Marketing
eIntern
Fairfax, VA November 2014 – June 2015
Developed, implemented, and executed a Business Development plan for a new product offering of Multivision Inc. Business to Business sales and lead generation.
Traveled to Chennai India to work with and train offshore marketing team in business development practices and procedures. Experience in international staffing and marketing practices focused on IT technology and sales.
Created a marketing plan utilizing both radio and online advertising to generate inbound marketing and lead development
Developed a training outline for new hires to the business development team, Created training materials for business development and company-wide utilization.
Quality Analyst Program Manager
Kastle Systems, Inc.
Falls Church, VA February 2014 – November 2014
Developed, implemented, and executed a personalized Quality Assurance Program (QA) in multiple locations within the corporation. Worked individually to monitor, analyze, and score incoming telecommunications on over 60 individuals in a multi-city Operations Center,
Completed specialized projects for Client Services and Property Managers to complete research and analysis on contact and procedure (CAP) and to determine alarm, call, and video signal volumes on specified buildings. Analysis lead to development of new Best Practices/Standard Operation Protocol (SOPs) and improved process flows by eliminating repetitive data.
Produced extensive reports weekly using complex excel data analytical tools including, but not limited to, pivot tables and macro development. Briefed upper management on results of analysis and advised on how to improve and prevent negative analysis in the future.
Developed, implemented, and executed QA training program and designed training materials to provide individual training at multiple locations. Assists in training incoming employees with new Best Practices training materials to increase efficiency and decrease data errors.
Enrollment Supervisor March 2012 – November 2013
Enrollment Consultant June 2010 – March 2012
K12, Inc
Herndon, VA
Managed teams of 15 - 25 customer service representatives and responsible for 7 virtual schools consistently motivating them to meet and exceed quarterly enrollment goals. Personally responsible to analyze and audit more than 8000 student account records to ensure compliancy with departmental metrics.
Key organizer of internal department reorganization to foster team growth, hand selected by direct supervisor to complete tasks critical to the development and implementation of new programs by providing training and professional development of new and old employees.
Conducted weekly QA checks based on company specific protocols looking for data inconsistencies, quality customer service, and ensured compliancy with state specific regulations to the enrollment metrics.
Managed extensive client load and processes to meet performance metrics and deadlines for various state specific regulations on student enrollment. Ensured every record submitted for enrollment into the virtual school system was accurate, complete, and met requirements through daily correspondence via telecommunications.
Was chosen to develop new policies to enhance performance and maximize efficiencies that was implemented throughout the corporation improving process flows.
Professional and Technical Skills:
Project Management and Development
Extensive knowledge and experience working with an Offshore Team, International IT Staffing/Sales
Interviewing of potential staff and Recruitment
Sales Personnel Management and Supervision
Education and Training Program development and instruction
Business to Business Sales and Lead Generation
OSX, MS Office applications (Word, Excel, Access, and PowerPoint)
Research, analysis, and compilation of meta-data elements
Various corporate applications including Salesforce, Sharepoint, Sugar CRM,Tableau, Qlik, and Blackboard OMS
Education:
California State University
Bakersfield, CA
B.A. in History; Minor in Economics
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