Elias R. Brotchner

**** ***** *** ** ********, MI 48382 734-***-****

e-mail: adbu4o@r.postjobfree.com

Summary of Skills

Experienced developing advanced metrics utilizing excel

Effective communicator and problem solver

Human centric sales/customer service approach

Adept at report building using excel

Built tools to forecast costs and profit

experience with Project Management

people first approach toward developing agents

PROFESSIONAL EXPERIENCE

GRT Financial 7/2018-CURRENT

South Field, MI

Manager Intake and Call Center Sales

●25 direct reports, 2 supervisors 5 remote workers

●Developed metrics utilizing excel, allowed for increased revenue lowering cost per acquisition. Increase conversion from 2.8% to 3.9%, resulting in higher revenue per FTE

●Bult forecast models to better predict revenue and budget needs. Utilized excel in order to predict production from a FTE and how many leads they would need to maximize efficiency.

●Managed roll-out of new call software in order to improve contact rate by over 5%. Transitioned from Genisys PureCloud to Sharpen. Improving contact rate allowed for maximizing call center agent productivity on the automated dialer.

●Built a scheduling matrix to ensure proper staffing levels. This allowed for one less FTE in order to staff for full business hours.

●Utilizing call data and developed staffing models eliminating 4 hour saturday shifts from the department. This resulted in higher employee morale per hour annual satisfaction survey

●Developed and planned a new development process for call center reps. This assisted in lowering the turnover rate from about 10% a quarter to less than 10% for the year 2019. This allowed us to go from monthly training down to quarterly training.

Trevco Inc 9/2017-7/2018

Madison Heights, MI

Customer Service and Sales Manager

●Hired to develop a Customer Service team

●5 CSR’s as direct reports

●Interfaced with 4 external sales organizations with 30 sales reps.

●Hired and developed the CSR team. Customer Service Department did not exist prior to my employment.

●Developed and documented the CSR and Sales Knowledge base (https://sites.google.com/site/trevcokb/home) This allowed for standardization of policies and procedures

●Implemented a standard training procedure and coaching process to give consistency to processes

●Created company wide quarterly and annual review process and standardizations this resulted in higher amazon Customer Service reviews. From 3.8 stars to 4.2 stars.

●Worked with bulk accounts in order to help grow the sales over 12%. This was achieved by focusing on under served mid level clients Trevco already had.

Comerica Bank 5/2017-8/2017

Auburn Hills, MI

Assistant Vice President, National Sales and Performance Manager

●Incentive Program Management

●Marketing and communications

●Generated analytics and assisted with the creation of more detailed metrics. This allowed to see and track improvement of the sales of ancillary products

●Worked with vendors to create contests and awards. In order to drive desired sales and customer service behaviors.

●Tracked and validated contest winners

●Managed and created weekly sales meeting with stakeholders

Motovicity Distribution 4/2016-3/2017

Madison Heights, MI

Sales and customer service manager

●Responsible for amazon account, responded to all inquiries and chargebacks

●25 direct reports 5 of which are team leaders

●Found efficiencies and improved the CSR role to increase end user satisfaction ·

●Developed and introduced metrics to the Call Center Sales Department. this improved overall contact rate with our clients thereby increasing sales by around 3% on average.

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GreenPath Inc. 1/2009-3/2016

Farmington Hills, MI

Manager of Call Center Operations (1/2011-3/2016)

●Hired and developed new hires on a quarterly basis

●Assisted with monitoring queue volume and ensuring answer rate remained above 92%

●Monitored calls on a quarterly basis to ensure employees were abiding by and adhering to company procedures

●Review employee and client interactions and resolve client complaints

●Develop and conduct quarterly and annual performance appraisals

●Responsible for the ongoing development of employees ensuring they meet or exceed company expectations

●Maintained coaching logs and coached direct and indirect reports as needed

●Coached and wrote improvement plans for team members with areas of opportunity

●Administered both real-time and workforce management

●Completed quarterly quality reviews of team members

●Motivated employees and kept moral high in order to maximize productivity

●Developed Student Loan Counseling model working across multiple departments to ensure project success. This resulted in an entirely new revenue generating department.

Debt Issue/Housing Counselor 2009-2010

●Established debt management programs for consumers struggling with credit card debt

Bennigans 9/2007-11/2008 Howell, MI

Manager

Quicken Loans 1/2007-9/2007 Farmington Hills, MI

Mortgage Banker

EDUCATION

Eastern Michigan University Ypsilanti, MI

December 2006

Bachelor of Science – Public Relations and Communications

Graduated with honors

REFERENCES

●Available upon request

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