Brad A. Riley Resume 2016

B
Brad A. Riley bradrileys@yahoo.com (317) 525-3180
Customer Care Center Management Professional
Accomplished customer support manager with healthcare and direct sales expertise in a call center environment for over
15 years. Extensive project management experience with the ability to blend customer service leadership and technical
skills. Proven track record of developing and managing cross-functional teams while achieving outstanding results with
effective communication across the organization. Highly motivated business leader focused on delivering solid customer-
focused results, protecting quality and compliance, introducing process improvements and increasing revenue streams.
PROFESSIONAL EXPERIENCE
Xerox/TMS Health – Fishers, IN 2015 – Present
Operations Supervisor
Leading a client support-focused, +25 agent contact center team that drives quality, supports resolution and improves
efficiencies across the team within Roche Diagnostics.
 Lead a high-impact, support-focused team of customer care representatives that implement and maintain quality
and documentation programming including data and call monitoring, stakeholder management, SOP execution,
client records management and solutions development while exceeding client performance expectations.
 Identify gaps in process efficiencies and collaborate with key stakeholders to determine required paths for
improvement while ensuring little to no adverse business impact. Introduced site-wide process to separate vital
emails from unneeded bulk communication, saving significant time and minimizing the probability of missing key
messaging. Solved cumbersome departmental communications issue by developing a team SharePoint site to
house important documentation which requires broader access and visibility.
 Collaborate with Roche’s robust, comprehensive onboarding plan for customer care representatives,meeting both
short-term and long-term objectives by implementing a systematic approach to gaining job proficiencies within a
short period of time and ensuring the delivery of accurate resolutions to customer inquiries.
 Committed to the development and succession planning of direct reports, capitalizing on their strengths while
providing stretch assignments that focus on needed growth. Regularly develop resumes and interviewing skills of
direct reports, building confidence and marketability for future career steps. Provide detailed coaching to advance
customer interaction skills, improving call efficiencies and customer experience.
 Proactively build strong partnerships and establish a culture of collaboration by utilizing proven techniques to
inform, consult and train my direct reports and key stakeholders on process improvements, resulting in continual
efficiency gain. Introduced methodology which contributed to a gain of nearly 3,000 new email addresses for
IDS/CPS in less than 3 months.
 Administrate full-service human resource functions including but not limited to recruiting/retention, performance
management, corrective action planning, benefit administration, payroll and scheduling.
 Viewed as a business leader by taking initiative when opportunities arise and developing self-directed innovative
improvements to processes and customer engagements, collaborating within work streams to further define team
expectations, and delivering pertinent communications in a timely and effective manner to direct reports as well
as key leaders within management group. Entrusted with Director-level reporting responsibilities soon after
joining TMS Health.
Brad A. Riley bradrileys@yahoo.com (317) 525-3180
Customer Care Center Management Professional
JTV, Inc. – Knoxville, TN 2009 – 2015
Customer Care and Contact Center Supervisor
Upsales Supervisor, Customer Retention Supervisor
JTV is a television and internet based,global shopping destination for the world of fine jewelry and gemstones. JTV is
the world’s largest retailer of loose gemstones and one of the top 4 electronic jewelry retailers in the United States.
 Lead a team of +25 direct reports within a +500 agent contact center. Direct responsibilities included oversight of
agents to monitor and improve performance and ensure compliance.
 Earned multiple promotions and increased responsibilities during my tenure with JTV, resulting in many
improvements within the sales and customer support functions of Contact Center operations.
 Provided full service human resource oversight including recruiting/retention, coaching, performance
management, corrective action planning, onboarding and training as well as ensuring adequate coverage for
multiple shifts. Collaborated with multiple departments for successful implementation of company directives.
 Implemented real-time staffing and job assignment adjustments for multiple departments to meet changing
customer demand.
 As Upsales Supervisor, created and implemented the JTV Upsales and Warranty Sales Training programs and
ensured course information was kept current and relevant to changes within the market and workplace. Created
and provided updated and ongoing monitoring of scripting, reporting, product management and support.
 Under my leadership, Upsales became the most profitable and fastest growing department within JTV, growing
revenues from $653K (FY 2010) to $9.2M (FY 2013).
 As Customer Retention Supervisor, created and led an initiative to increase declined transaction resolutions.
Program generated an initial +30% resolution improvement. Recruited team members, developed training
program and best practices. Initiative was deployed permanently as the JTV Customer Retention Team.
 Developed and implemented a new personal shopping program for high-end clientele base.
Sharp Business Systems – Indianapolis, IN 2005 – 2009
Product Manager / Telesales Appointment Manager / Sales Representative
Successfully promoted the integrity and vision of the products division to quality existing and new clients resulting in
noted achievements in sales and customer service. Responsible for driving new business sales and marketing efforts
leading the Telesales division. Generated company’s first placement of an emerging, high-speed printing technology
within two months of product launch.
 Exceeded telesales goals for penetrating challenging accounts, resulting in many new clients
 Achieved 428% of ramped sales goal in first quarter of territory management
 Expanded total number of territory accounts by 45% within first 16 months
EDUCATION Bachelor of Science – Marketing, University of North Carolina

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Brad A. Riley Resume 2016

  • 1. Brad A. Riley bradrileys@yahoo.com (317) 525-3180 Customer Care Center Management Professional Accomplished customer support manager with healthcare and direct sales expertise in a call center environment for over 15 years. Extensive project management experience with the ability to blend customer service leadership and technical skills. Proven track record of developing and managing cross-functional teams while achieving outstanding results with effective communication across the organization. Highly motivated business leader focused on delivering solid customer- focused results, protecting quality and compliance, introducing process improvements and increasing revenue streams. PROFESSIONAL EXPERIENCE Xerox/TMS Health – Fishers, IN 2015 – Present Operations Supervisor Leading a client support-focused, +25 agent contact center team that drives quality, supports resolution and improves efficiencies across the team within Roche Diagnostics.  Lead a high-impact, support-focused team of customer care representatives that implement and maintain quality and documentation programming including data and call monitoring, stakeholder management, SOP execution, client records management and solutions development while exceeding client performance expectations.  Identify gaps in process efficiencies and collaborate with key stakeholders to determine required paths for improvement while ensuring little to no adverse business impact. Introduced site-wide process to separate vital emails from unneeded bulk communication, saving significant time and minimizing the probability of missing key messaging. Solved cumbersome departmental communications issue by developing a team SharePoint site to house important documentation which requires broader access and visibility.  Collaborate with Roche’s robust, comprehensive onboarding plan for customer care representatives,meeting both short-term and long-term objectives by implementing a systematic approach to gaining job proficiencies within a short period of time and ensuring the delivery of accurate resolutions to customer inquiries.  Committed to the development and succession planning of direct reports, capitalizing on their strengths while providing stretch assignments that focus on needed growth. Regularly develop resumes and interviewing skills of direct reports, building confidence and marketability for future career steps. Provide detailed coaching to advance customer interaction skills, improving call efficiencies and customer experience.  Proactively build strong partnerships and establish a culture of collaboration by utilizing proven techniques to inform, consult and train my direct reports and key stakeholders on process improvements, resulting in continual efficiency gain. Introduced methodology which contributed to a gain of nearly 3,000 new email addresses for IDS/CPS in less than 3 months.  Administrate full-service human resource functions including but not limited to recruiting/retention, performance management, corrective action planning, benefit administration, payroll and scheduling.  Viewed as a business leader by taking initiative when opportunities arise and developing self-directed innovative improvements to processes and customer engagements, collaborating within work streams to further define team expectations, and delivering pertinent communications in a timely and effective manner to direct reports as well as key leaders within management group. Entrusted with Director-level reporting responsibilities soon after joining TMS Health.
  • 2. Brad A. Riley bradrileys@yahoo.com (317) 525-3180 Customer Care Center Management Professional JTV, Inc. – Knoxville, TN 2009 – 2015 Customer Care and Contact Center Supervisor Upsales Supervisor, Customer Retention Supervisor JTV is a television and internet based,global shopping destination for the world of fine jewelry and gemstones. JTV is the world’s largest retailer of loose gemstones and one of the top 4 electronic jewelry retailers in the United States.  Lead a team of +25 direct reports within a +500 agent contact center. Direct responsibilities included oversight of agents to monitor and improve performance and ensure compliance.  Earned multiple promotions and increased responsibilities during my tenure with JTV, resulting in many improvements within the sales and customer support functions of Contact Center operations.  Provided full service human resource oversight including recruiting/retention, coaching, performance management, corrective action planning, onboarding and training as well as ensuring adequate coverage for multiple shifts. Collaborated with multiple departments for successful implementation of company directives.  Implemented real-time staffing and job assignment adjustments for multiple departments to meet changing customer demand.  As Upsales Supervisor, created and implemented the JTV Upsales and Warranty Sales Training programs and ensured course information was kept current and relevant to changes within the market and workplace. Created and provided updated and ongoing monitoring of scripting, reporting, product management and support.  Under my leadership, Upsales became the most profitable and fastest growing department within JTV, growing revenues from $653K (FY 2010) to $9.2M (FY 2013).  As Customer Retention Supervisor, created and led an initiative to increase declined transaction resolutions. Program generated an initial +30% resolution improvement. Recruited team members, developed training program and best practices. Initiative was deployed permanently as the JTV Customer Retention Team.  Developed and implemented a new personal shopping program for high-end clientele base. Sharp Business Systems – Indianapolis, IN 2005 – 2009 Product Manager / Telesales Appointment Manager / Sales Representative Successfully promoted the integrity and vision of the products division to quality existing and new clients resulting in noted achievements in sales and customer service. Responsible for driving new business sales and marketing efforts leading the Telesales division. Generated company’s first placement of an emerging, high-speed printing technology within two months of product launch.  Exceeded telesales goals for penetrating challenging accounts, resulting in many new clients  Achieved 428% of ramped sales goal in first quarter of territory management  Expanded total number of territory accounts by 45% within first 16 months EDUCATION Bachelor of Science – Marketing, University of North Carolina