Customer Service Call Center

BRYAN GANN

Cell: 915-***-****

*********@*****.***

http://www.linkedin.com/in/bryanganndirector

SUMMARY

A creative, customer-focused Business Sales & Management Professional. Background includes general management, sales, operations, marketing, customer service and new business development. Highly effective team member and team builder regarded as a valued member of the company and the customer's team.

PROFESSIONAL EXPERIENCE

Charter 2014 - Present

Director Customer Care, El Paso, Texas

Leading inbound repair call center while delivering top ranked metrics and building productive teams.

Achieved best in Texas call center metrics during tenure.

Brought together a diverse, independent leadership group to improve morale and drive performance metrics into the top 5 for the company.

Increased customer satisfaction scores over 3% to 92.7% and net promoter score from 35 to 48 during the period.

Decreased adjustments per call from $1.11 to $0.57 resulting in an over $400,000 company savings. Reduced transfer rates from 15.3% to 8.1%.

Developed incentives and ethics/values training to maintain center productivity and promote a positive workplace environment.

Mediacom Communications 2007 – 2014

Director of Area Operations, Columbia, Missouri

Manage widely divergent market areas in operations, sales and community relations.

Managing technical operations, marketing, customer service, direct sales and commercial B2B sales staff responsible for daily operations in 50 cities across Northern Missouri and Kansas.

Active member of the board of directors for the Missouri Cable Television Association, responsibilities include lobbying at the State Capital, community relations and promotion of the industry to key state and city officials.

Completed new product launches to include business phone service, ultra-high speed internet, home security and customer retail centers.

Time Warner/Comcast Cable 1999-2007

Director of New Markets, Houston, TX

Proactively, created new sales channels.

Directed over 150 employees for inbound sales and customer retention and exceeded all budgeted sales and retention goals and which was responsible for over 80% of company sales.

Created New Build department for the Division establishing relationships with Builders, Developers, Brokers and Title Companies resulting in over 50,000 future homes secured under contracted agreements.

Achieved 90% + penetration in contracted new build communities which accounted for over a 20% increase over business as usual.

Negotiated Time Warner’s entry into the retail sales channel with Best Buy, making Houston the top Division in the company for monthly sales generating over 3,000 revenue generating units per month.

Launched and managed company’s mall kiosk initiative accounting for over one million dollars in annual revenue.

Managed eighteen retail customer service centers and created a sales culture resulting in a 40% increase in two years.

Maximized cash flow from multi-family units and commercial businesses by generating over 50,000 new units under contract per year.

Directed administrative, sales, customer service, and technical departments to support cable construction projects and sales to new build multi-family units.

Cable Ad Net, Houston, TX 1988-1998

Cable advertising department of TCI Cable.

General Manager

Cable Ad Net in Houston, Texas, is a media sales organization that helps advertisers reach targeted television audiences via cable television advertising.

Managed a cable advertising interconnect with a work force of 50 accounting for $15,000,000 in gross annual sales.

Responsibilities include capital and operational budget preparation, P&L accountability, sales development and forecasting, marketing, operational guidelines, contract negotiations, training, and personnel functions.

Achieved double-digit revenue increases while maintaining budgeted cash flow margins.

EDUCATION

Bachelor of Science/Radio-Television-Film, University of Texas - Austin

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