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OBJECTIVE

Seeking a long-term career with a company that acknowledges initiative, promotes teamwork, and believes customer satisfaction is the top priority. EXPERIENCE

GOOGLE/TELUS 2251 S. Decatur Blvd Las Vegas, NV 89102 SME -- Subject Matter Expert Additional Duties February 2015 – March 2016 Project Fi is a mobile virtual network operator owned by Google, providing wireless phone and data services using Wi-Fi and cellular networks belonging to Sprint and T-Mobile. This campaign is unique, and was highly classified, therefore was not made public knowledge until April 2015, even then the public knew very little of Project Fi, as it was in its initial Beta Testing Phase. Those who were selectively chosen to participate as everyday users in Project Fi were given the most technologically advanced devices (Cellular, Tablets, & PC’s exclusively selected & in some cases created explicitly for use in Fi) as well as a ground breaking first of its kind “Smart VPN” used to 1) be the most secure encrypted Mobile network ever generated 2) Give the Fi user the highest quality signal, speed & network capabilities in the industry.

The very first team assembled consisted of 25 Technically savvy, creative, trustworthy, individuals with exceptional communication skills; both written & verbal. I was one of the original 25, of which only 14 actually graduated training and went on to be part of this challenging task to explore and break ground in the discovery of anything and everything related to the successful future of this soon to be, multi-billion dollar(annually) package of products and services offered world-wide by Google.

As an Internal Subject Matter Expert for Project Fi, my duties included; Cross train in all call center sectors that were Project Fi related Headed up the worldwide Outage Map Team which consisted of 40 to 50 agents, all OMT agents were also CSR’s splitting their workday 50/50 between the two. It was my responsibility to train, schedule, conduct agent audits & direct the operations of all OMT’s, thus identifying areas needing improvement, creating

& implementing realistic solutions to the inevitably changing, yet organic nature of such a large scale, fledgling campaign.

Was personally chosen among the top performing 2% of all Project Fi Team Members during the holiday season from November 2015 thru March 2016 to take part in a highly specialized advanced hardware team focusing on the high demand for knowledgeable agents to troubleshoot new issues due to an almost 500% increase in sales. Maintain a company-wide top 5% KPI ranking to keep managerial status. BRIAN FOPIANO

[Type your address] [Type your phone number] [Type your e-mail address] BRIAN FOPIANO CONTACT INFO: 702-***-****

1501 Truett St. Unit # 201 ac2gd2@r.postjobfree.com

Las Vegas, NV 89128

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Create and/or approve all canned responses for email and verbal communications with customers as well as for internal correspondence always ensuring rapid & accurate case resolutions. Contribute and/or approve of all information to be included in our internal & external knowledge base for troubleshooting purposes since Project Fi was new, we had no Knowledge Base section to search for known issues and FAQ’s Assign email “Cases” to all Technical Support Specialists on my shift as well as the next working shift directly following mine. This ensures all “cases” are being properly attended to by effectively assigning someone to be accountable for each Case.

As the Internal SME, I was the person in charge of providing information to every support agent that was not able to resolve or find a solution in the internal KB data base.

Lead team meetings at the beginning and mid-way points of each daily shift. Attend and contribute to daily Management meetings (all Department Mgrs.), focusing on KPI’s, areas of possible improvement, keep all depts. Up-to-date. Conduct all on-going training sessions, listen to live calls for quality purposes. Prepare daily reports for upper management.

Identify solutions to extremely difficult situations i.e. Cell tower issues Internal errors.

ELDORADO RESORTS 2635 Box Canyon Dr Las Vegas, NV 89128 Owner Specialist Mgr. September 2013 – February 2015 As The Owner Specialist Manager, my duties included; Screen and qualify selected candidates for employment. Managing a team of between 20-30 employees at any given time. Train staff on company policy and procedures, script and rebuttal training and techniques.

Conducted weekly audits of all employees in the owner specialist department & created reports that summarized each individual’s performance for said time period.

Regularly monitored sales agents, CSR’s, and verifications as they were speaking with clients to ensure all policy adherence standards were being met, as well as identifying topics requiring additional training. Lead mandatory monthly on-going training sessions to teach advanced sales and customer service techniques.

Provisioned all required tools, materials, guidance, motivation...required for employees

to do their jobs as efficiently and effectively as possible. Generate all essential & mandatory paperwork and reports for all departments directly related to the Owner Services Program AKA “Affinity Rewards Program” i.e. payroll, corporate, verifications dept., GM’s, employees, & customers.

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Keep Affinity Rewards members apprised of all activity on their account Via on-going employee training.

Assist other departmental sales programs as needed. Identify and remove all out of date leads and assign new ones, in essence providing the Clients and Employees alike, an atmosphere to that kept everyone involved happy and motivated.

Created the “Affinity Rewards Program” for clients that were currently owners at one of our properties, thus improving the OS departments flow & customer involvement.

VOCE TELECOMMUNICATIONS Las Vegas, NV

Sales Consultant September 2012 – July 2013

As a Sales Consultant, my duties included;

Call potential clients offering long distance phone service via the VOCE network of providers.

Prepare sales reports containing customer information related to which products and services they purchased.

Input all customer information into computer system keeping confidentiality in mind at all times.

Assist in the training of new Telephone Sales Representatives. Attend meetings introducing and explaining products and services available to customers

Answer customer inquiries take messages transfer calls etc. Build strong rapport with customers.

Consistently met all weekly, monthly, and quarterly goals for sales and customer satisfaction.

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TROPICANA HOTEL & CASINO 3801 S. LV Blvd. Las Vegas, NV 89109 Lead Cabana Host March 2009 – September 2012

As The Lead Cabana Host, my duties included;

Supervise all other Cabana Hosts ensuring all standards of quality were consistently exceptional for each guest.

This multi-faceted position required strong decision making skills which could have potential effects on the entire staff and patrons alike, all while meeting the rigorous demands of being an outstanding cabana host keep the pool area and cabanas clean, stocked, inventory all supplies, & serve food and drinks to guests.

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Drive up the sales of food and beverages, making educated suggestions to guests as to upsell them on a higher quality of Spirits on a larger scale i.e. Bottle service.

Providing an upbeat, exciting, and stimulating atmosphere... dancing, singing, and conversing with guests thus getting them fully involved to create an unforgettable experience.

PROFESSIONAL ATTRIBUTES

Dependable, responsible top-contributor committed to excellence and success. Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks.

Loyal and dedicated employee continuously striving to learn and excel to empower my employer, co-workers, and most importantly to provide clients with the best possible experience.

Proven track record of excellence and consistency, never leaving a task un- finished or passing the buck to avoid a complicated situation. Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation and multi-tasking abilities. Innovative problem-solver who can consistently generate workable solutions and resolve complaints.

Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings. Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes. Computer-literate performer with extensive software proficiency covering wide variety of applications.

Exceptional listener and communicator who effectively conveys information verbally and in writing.

Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches’ employees to meet high performance standards.

Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly assimilate new concepts.

Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects. Highly adaptable, mobile, positive, resilient, patient risk-taker who is open to new ideas.

EDUCATION

DURANGO HIGH SCHOOL

High School Diploma- General Studies 2009

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