Call Center Customer Service

BRIAN MULLANEY

615-***-**** ************@*******.***

Brentwood, TN 37027 linkedin.com/in/brianmullaney/ SENIOR VICE PRESIDENT, BUSINESS DEVELOPMENT

Senior business executive with experience igniting revenue growth and new logo acquisition, commercial direction, strategic planning, and top line growth for mature and emerging companies in multiple industry verticals. Analytical thinker with entrepreneurial mindset that effectively translates company goals into customer objectives. Trusted thought leader and advisor who understands business impacts and deploys innovative solutions to drive business output, increase revenue, reduce turnover, and boost market share. Influential leader known for assembling high performing teams and building positive corporate cultures that foster trust, accountability, teamwork, and high levels of productivity. Creatively approaches revitalizing old processes and implementing new systems, products, and solutions that measure performance through KPIs to reduce waste and increase business efficiencies. Black Belt trained in Six Sigma. Highly skilled at building strong partnerships with complex enterprise level clients, C-suite leaders, and business teams through collaboration, creative problem solving, earnest listening, and pragmatic communications. Recognized keynote speaker and panelist. Familiar with MS Office, Salesforce, Dayforce, Five 9, NICE, Avaya, Mailchimp, HubSpot, Evernote, and Slack. Areas of Expertise: Operational Strategy Commission Plan Structures Strategic Partnership Development Process Improvements New Business Opportunities Lead Generation Performance Metric Creation Sales Strategy and Execution Budget Forecasting Profit and Loss Management (P&L) Executive Business Leadership Talent Management Culture Transformation Relationship Management Client Value Offering EXPERIENCE

BMI (BROADCAST MUSIC, INC.), Nashville, TN July 2013 – September 2022 World’s largest performing rights organization providing royalties back to songwriters for copyrighted songs used publicly for performance. $1.5B revenue and 620 employees located in Nashville, New York, Los Angeles, Atlanta, and London.

Vice President, Sales

Directed $155M budget and all aspects of new business development (B2B) for licensing (domestic revenue), including sales, customer service and lead generation.

• Oversaw, hired and trained ~70 employees under licensing growth and servicing arm of company and provided strategy and implementation of new processes to advance in various markets and led efforts for all go to market strategies.

• Achieved 113% growth in new business revenue by revamping sales processes and methodology. Led 14- month project to revamp employee on-boarding process for faster sales representative proficiencies, revenue impacts, and employee satisfaction.

• Developed and launched first-ever marketing campaign with sales outreach for licensing that led to 130% growth in response rate from SMB customers and 120% growth in ARR. Increased lead production by 120% by introducing social media content and processes.

• Managed and grew large client relationships ($1M+) and presented quarterly updates to board and affiliated associations

• Partnered with legal team on license negotiations and enhancements and worked directly with all state and national associations for licensing compliance and solving complex problems. Brian Mullaney ************@*******.*** Page Two

THE SCOOTER STORE, New Braunfels, TX April 2009 – July 2013

$500M durable medical equipment specializing in motorized scooters and custom wheelchairs. 1,800 employees. Chief Revenue Officer/Sr. Vice President, Customer Sales and Service Led sales and operational infrastructure directly overseeing 1,300 employees (70% of total company employees) generating $450M in annualized revenue. Directed key areas of customer service, inside/outside (B2B/B2C) sales, technical support, fulfillment, marketing, and quality control. Partnered with marketing on all advertising, lead processing, go to market strategies and sales. Reported to CEO on strategic process and organizational enhancements for company to exceed financial objectives and customer satisfaction levels.

• Reduced turnover by 50%+ and created award-winning corporate culture recognized by Inc. Magazine and Forbes. Incorporated enhanced companywide communication that fostered job and customer satisfaction.

• Increased top line growth by over 135% by streamlining processes, providing targeted training, and creating a collaborative environment that produced measurable and impactful results.

• Increased lead production by 140%+ with enhanced inbound sales production, marketing campaigns and dialing strategies.

• Fostered a strong environment of collaboration and working relationships with internal departments by aligning communication methodologies

• Achieved company’s highest value recognition award, “Do the Right Thing,” among all company executives. HARLAND CLARKE, San Antonio, TX August 2004 – April 2009 Largest supplier of checks for banks in the United States. $2B revenue with 5,000+ employees. Vice President, Sales/Service Operations

Rapidly progressed from senior manager into director-level and senior executive roles to oversee all operations for five contact centers in four states comprising 1,700+ employees, five center leaders, and 30+ team leaders. Led

$100M annual budget and provided strategy and leadership to client and employee programs that served and sold to Fortune 100 financial institutions (Bank of America, TD America, Key Bank, and Wells Fargo).

• Generated sales growth that exceeded 176% over two-year period by partnering with Bank of America on service and sales initiatives. Drove KPIs that correlated to attaining cost, revenue, and customer satisfaction targets.

• Reduced employee turnover by 15% each year for three consecutive years by spearheading weekly roundtable with sales and service representatives. Created greater open-door policy for all leaders and injected a better-balanced work environment.

• Created new employee on-boarding programs, employee development programs, and leadership training to assist with employee growth and increased productivity.

• Reduced annual operating cost $5.4M by improving call flows, technology, and efficiencies in the organizational structure in 18-month period. Creatively routed calls within each center by location, time zones, and skill sets for greater performance and results for call center that handled ~22M calls per year.

• Led key company projects related to increasing marketing share and driving innovative technology, including project to introduce first voice recognition messaging for the company (interactive IVR). ADDITIONAL RELEVANT EXPERIENCE

HOLDEN MARKETING GROUP, Denver, CO

Marketing Services start up firm focused on delivering turnkey services from call center, marketing support, fulfillment and software services.

Director, Client Services & Operations

EDUCATION

Master of Business Administration (MBA), Middle Tennessee State University, Murfreesboro, TN, expected 2023. Bachelor of Science (BS), Business Management – University of Phoenix, Phoenix, AZ

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