Brian Flagg

Background

About Brian Flagg

Transformational, customer-centric leader with global experience developing best-in-class support centers of all sizes to drive initiatives, metrics and customer satisfaction. Recognized for increasing operational effectiveness, decreasing costs and improving customer and employee engagement. Hire, train and coach high performing individuals and cross-functional teams to deliver exceptional support to internal and external customers. Contact: brian.flagg@gmail.com Core competencies include: Strategic Planning • Operational Excellence • Customer Support • Process Improvement • Technology • Budget Oversight • Key Performance Indicators (KPIs) • Talent Management • Contract Negotiation • Vendor Management Career Highlights • Drove 20% savings for Target Support Contract Center operations while improving client engagement and satisfaction. • Developed strategic business plans for IBM, Target and Medtronic Support Centers which resulted in a significant increase in operations alignment, utilizing planning tools, identifying KPIs and increasing organizational engagement. • Possess deep information technology experience coupled with support contract experience, project management, RFP, vendor management, business case development, P&L for $10 million and support of enterprise platforms and applications. Author of Contact Center Excellence (https://amzn.to/2KsXH7E) Please contact me at brian.flagg@gmail.com or 612-293-9886 with senior service/support operations roles in a company focused on growth, customer experience and employee engagement.