Customer Service Data Analysis

BRIAN WILEY

773-***-**** ************@*****.*** www.linkedin.com/in/bjwiley88

PROFESSIONAL SUMMARY

Results-driven leader with a passion for servant leadership and exceptional customer service. Adept at managing cross-functional teams, optimizing operations, and executing strategic initiatives in dynamic environments. Proven at leveraging data analysis and process improvement to boost operational efficiency and elevate stakeholder satisfaction. Committed to mentoring teams, solving complex challenges, and driving continuous improvement in high-pressure settings.

CORE COMPETENCIES

Client Engagement • Conflict Resolution • Customer Experience • Data Analysis • Event Planning • Interpersonal Skills • Administration • Recordkeeping • Workforce Optimization • Staff Training • Operations • Risk Analysis • Bamboo • Epic • Google Suite • Microsoft Office • Salesforce • Slack • Workday

PROFESSIONAL EXPEREINCE

PROJECT MANAGER/MILIEU THERAPIST, Lurie Children's Hospital 4/2024 – Present

●Spearhead the planning, execution, and monitoring of behavioral health projects, ensuring cross-departmental alignment and on-time delivery.

●Drive stakeholder engagement with targeted communication strategies, resulting in improved buy-in and feedback.

●Leverage data analytics to identify trends and opportunities for process improvement, leading to measurable enhancements in project outcomes.

●Mentor and onboard new team members, fostering a culture of continuous learning and excellence.

PROGRAM COORDINATOR, Becoming A Man, Youth Guidance 9/2023 – 9/2024

●Directed comprehensive program administration, including documentation reporting, and client records management, which streamlined operational processes.

●Acted as the program ambassador, launching recruitment and engagement initiatives that boosted participant turnout and program visibility.

●Facilitated weekly sessions and delivered individualized coaching and group counseling, enhancing overall program effectiveness and support during crisis intervention.

BEHAVIORAL SPECIALIST/ CASE MANAGER, Thorek Memorial Hospital 3/2019 – 4/2024

●Optimized patient record management and processes in a high-volume healthcare environment, contributing to improved patient satisfaction scores.

●Conducted in-depth data analysis to assess client progress, informing the development of targeted treatment plans.

●Coordinated scheduling, intake, and discovery procedures to ensure timely, timely, high-quality service delivery across multidisciplinary teams.

COLLECTIONS MANAGER, Rent-A-Center 2/2018 – 7/2019

●Managed a diverse portfolio of customer accounts, implementing negotiation strategies that reduced outstanding outstanding balances and bolstered cash flow.

●Maintained precise financial records by effectively utilizing CRM and billing software solutions.

●Cultivated strong client relationships through proactive engagement and customized payment resolution strategies.

CUSTOMER SERVICE MANAGER/ OPERATIONS MANAGER, Walmart 3/2016 – 2/2018

●Delegated associates, ensuring a high level of customer satisfaction and efficient problem resolution.

●Handled escalated customer inquiries and complaints expeditiously to improve service quality.

●Instituted robust training programs for new hires, standardizing best practices and operational procedures.

●Oversaw cash management and transaction processes to ensure financial accuracy and compliance.

ASSISTANT MANAGER, FedEx Office 10/2013 – 3/2016

●Orchestrated daily operations, including staff scheduling, training and inventory management which enhanced overall operational efficiency.

●Addressed customer inquiries and assisted with service selections to deliver high-quality customer experiences.

●Managed transaction processing and recordkeeping to support compliance and accurate audit trails.

EDUCATION & CERTIFICATIONS

B.A. IN SOCIOLOGY & ANTHROPOLOGY, Chicago State University 2018

GOOGLE PROJECT MANAGEMENT CERTIFICATION, Coursera 2024

Contact this candidate