Brian Schmidt
Eagle
Summary
Accomplished customer service manager, adept in Customer Service Management and Performance/Behavioral Based Coaching. Spearheaded a transformative "Coaching for Excellence" initiative, elevating customer experience and boosting sales. Implemented a robust Fraud Prevention Program, securing over $1,000,000 in fraud-free transactions. Proven track record in enhancing customer satisfaction and retention through individual/team development resulting in record-setting CSAT, NPS scores and customer sales.
Overview
20
20
years of professional experience
Work History
Online Store Manager of Service and Sales
Scandinavian Designs/Dania Furniture
07.2023 - Current
- Created and trained entire organizational staff on "Coaching for Excellence" process resulting in transformational company change in the level of customer experience provided and increased sales across all showroom locations.
- Created and managed "Fraud Prevention Program" resulting in over $1,000,000 of additional fraud free orders being processed through the online platform
- Provided consistent 1:1 weekly development sessions with all team members resulting in record setting CSAT, NPS, First Response Time, Resolution Time and sales.
- Led proactive product/supplier usage reviews resulting in company savings of $ 50,000+ annually.
Team of Experts Coach
T-Mobile
06.2005 - 06.2020
- As a Team of Experts Coach, I was solely responsible for coaching, motivating, and inspiring my 15–30-member team to achieve and exceed all facets of performance results. Consistently led our Team of Experts to amaze and astound customers, providing proactive account management and effective resolution to various customer concerns. Consistently demonstrated strong interpersonal, time management, and multi-tasking skills while also having the ability to quickly adapt to change and model a positive, can-do attitude of service. Created and implemented individual development plans for each of Team of Experts representative to reach career and organizational goals.
- Responsible for collaborating with other coaches and business leaders within the organization to serve a common customer base and provide critical leadership support to meet customer value objectives for that customer base while also driving positive net profit month over month to over 250,000 specific customers.
- Demonstrated ability to exceed all customer experience and organizational metrics while also demonstrating the ability to effectively manage all customer and employee interactions including escalated customers both internal and external
Senior Customer Care Representative
T-Mobile
05.2007 - 01.2012
- Promoted to lead a team of 15 employees in daily call center operations. Collaborated with Customer Care Manager and coach to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase customer satisfaction. Worked closely with coach to drive team vision and set/exceed goals on a daily/monthly basis.
- Improved customer satisfaction ratings through behavioral based feedback resulting in month after month MyVOC improvements.
- Enhanced employee performance and motivation through daily mentoring, one-on-one discussions, and motivational strategies.
Education
High School Diploma -
Eagle High School
Eagle, IDGeneral Undergraduate Studies
Boise State University
Boise, IDSkills
- Customer Service Management
- Software as a Service (SaaS)
- Resource Management
- Performance/Behavioral Based Coaching
- Change Management
- Customer Relationship Management (CRM)
- Customer Retention
Websites
Timeline
Online Store Manager of Service and Sales
Scandinavian Designs/Dania Furniture
07.2023 - Current
Senior Customer Care Representative
T-Mobile
05.2007 - 01.2012
Team of Experts Coach
T-Mobile
06.2005 - 06.2020
High School Diploma -
Eagle High School
General Undergraduate Studies
Boise State University
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