Brian Mahoney's Linkedin Analytics

Strategic | Forward Thinking | Eager | Process Improvement | Relationship Builder | Analytical Thinker | Development Driven Collaborative | Inspiring | Years of Experience | Results Oriented | Financial Acumen | Data Analysis | KPI / ROI Focused Performance Optimization | Quality Assurance | Awarded Leader | Vendor Management | Business Development | Humorous With more than two decades of contact center operations and telecom management experience, Brian has the experience to match his passion for operational excellence. His career has exposed him to diverse environments, serving clients on projects related to automotive infotainment, finance, and consumer electronics. Always forward-thinking and exceeding expectations, Brian remains motivated to keep enhancing his expertise and bring his knowledge forth to benefit others. SELECTED CAREER HIGHLIGHTS ● Increased CSAT scores by 38% for the second-largest video game company in 6 months ● Worked directly with the client to develop and launch a new line of business, increasing customer retention rates by over 15% ● Created an abandon call report to track whether customers were calling back and initiated an outbound calling program ● As the leader of a seasonal program, won the Champion Challenger program 2 of the 4 months the challenge ran, at a new site for the client, competing with multiple steady state sites ● Designed and implemented a qualifications profile to facilitate hiring Sales Associates with the desired skill sets, leading to a 13% sales increase with the first group hired after implementation ● Created a combined weighted sales metric report that identified associate’s strengths and weaknesses, this increased sales by over 10% No opportunity was left on the table while Brian used his analytical abilities in conjunction with his leadership strengths. Applying root cause analysis, developing improved processes, and collaborating across departments, he achieved results including an average of 10% improvement over gross margin projections. Taking actionable data and turning it into direct action that results in measurable improvement is just what Brian does.