Brian_Bartlett.doc
- 1. Brian M. Bartlett 223 ½ NE 1st Avenue Delray Beach, FL. 33444 (561)8436560 Workexperience: December 2000 to March 2016 Senior Executive Customer Relations Asst: Respond to highly escalated Executive Level complaints with a systematic problem solving approach through creative writing and oral communication. All responses, complaints are handled by using the CRM/ Consumer Response workflow systems, and most required a 2472 hour resolution turn around. ● Shared feed back with appropriate business units and Management throughout the network, provide a detailed reporting analysis to help improve service in multiple channels of distribution including but not limited to stores and delivery. ● Maintain comprehensive knowledge of company policy and procedures through independent learning. ● Assessed liability complaints, for delivery, advertising/marketing, and merchandising. Shared feedback with Legal and or Senior Field Management, recommended fair resolution for escalated customer issues. ● Interact with Management on a regular basis, to investigate and resolve customer satisfaction issues. Participated in various functions special projects, including QA Study assigned by Department Management in order to improve performance, and over all customer satisfaction. ● Handled incoming Executive level correspondence, including letters, faxes, and emails, all resolved expeditiously with in a 24 hour time frame. Resolutions shared with Executive Office Staff. ● Received multiple commendations from customers, both internal and external. Received multiple commendations from various levels of Management, including Executive Offices. Office Depot Central Operations Specialist May 2007Present ● Provided operational service and call center technical support for all applications, involving the Office Depot Customer Service Network. Applications include Oracle, Seratel VOIP Network first level support and trouble shooting, not limited to and also included process improvements for network outages, off shore location outages, and liaise between outside vendors. Central Ops specialist logs your case, gathers critical information regarding your issue, provides triage to isolate the path to resolution, escalates your case if necessary, and takes ownership of the issue. ● Worked proactively with new vendors on set up and implementation of Inbound sales for Clear Connect Guyana, and outbound sales location West Oklahoma City call centers. Involved in these implementations included set up on Transera platforms, routing, reporting, agent provisioning and team assignment. Inbound Transportation Analyst March 2007: ● Work with distribution centers, Xdock management and outside vendors on the design, testing, and implementation of transportation network models. Coordinate delivery of vendor merchandise to the distribution center's and Xdocks. Analyze transportation related data as well as trouble shoot and solve problems on numerous transportation related issues. Provide pertinent information to aid in monitoring, evaluating and improving the transportation function’s performance as it relates to distribution center and Xdock metrics. ● Assisted Vendors with set up and scheduling, and providing proof of delivery on their inbound collect shipments. ● Completed weekly LEOTC Reporting, this report was shared with vendors as well as Supply Chain Department, and Management with in Office Depot Corp. This reporting tool provided the vendors and OD Corp with over all carrier and facility performance for all factors of the Inbound Collect Program. Vendor Relations Merchandising Specialist June 2006 to March 2007:
- 2. ● Worked along with Merchants, Merchant Assistants, and Vendors to complete vendor purchase information profile agreements. I handled merchant category’s including all of Canada contracts, Technology, Furniture, Beverage, and supply vendors. ● Assisted Vendors with Office Depot website Portal item set up and security. Worked with Finance, Programs Management, Supply Chain, and Legal Teams to ensure contracts are complete and accurate. Received and categorized contracts, aided in Allied vendor conversions. ● Trained on and accomplished the Price Protection reports for multiple merchant departments. Office Depot Customer Resolution Specialist ● As a member of the Customer Resolution Team I was instrumental in the successful implementation to changes in the customer issue resolution process, which resulted in the Dept in meeting a 2hour turn around resolution time frame. This time frame study resulted in a 96% service level. ● Responsible for problem resolution for commercial, and contract account. Provided assistance to account Managers with difficult billing and product issues. ● Received commendations for fanatical, quality service. Aug1998Dec 2000 Rexall Sundown Vitamins Boca Raton Fl.: Shipping Quality Control Specialist: Responsible for shipments loading, and quality assurance, coordination of large and small order’s including orders for large distributors such as Publix, and GNC. Assured shipments were properly packaged for Nation wide delivery. August 1996August 1998 Powerline Components Inc. – Lighthouse Point Fl. I was responsible for shipping, receiving and quality assurance of highly sensitive electronic components to various distributors, local and over seas electronic Corporations. Assisted in Audit, and customer satisfaction. Education: Palm Beach Community College currently enrolled in night classes seeking degree in business administration. Olympic Heights High School Diploma 19921996 References: Robert FurtickSenior Systems Analyst, Programmer Auto Nation, 20 years, (561) 438 2369. Chris Lyew: Computer, Automobile Technical Engineer Steeda Corporation 20 years (203)8208891 Andrew Irelan City of Margate Police Department, Swat Team 20 years (954)7205857 Tim McGrath Vice President Customer Service Office Depot 10 years (561) 438 0720 Casey Ahlbum Manager Executive Customer Relations 10 years. (954) 4154805