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Bio

Brendan is an artist and Customer Support Project Manager who works with both clients and operations to maximize production from agents, managers and the environment to ensure customer and client growth. Brendan believes this is best achieved by a cycle of rolling out scalable initiatives through proper training, clean data collection and unbiased feedback. He has worked in both large corporate and startup environments to deliver superior results from managers and teammates. Brendan holds a B.A. in Philosophy from Slippery Rock University as well as a certificate in Audio Engineering from The Recording Workshop. He spends his free time as a professional photographer, working musician and avid fly fisherman.


Work Experience

Google Express assigned by Convergys, Coraopolis, PA

Team Leader, October 2015 – April 2018

  • Client Relations - Leading meetings and facilitating vertical communications
  • Agent Coaching - Quality assurance, metric adherence and workflow distribution
  • Leadership Development - Identify and foster internal management bench
  • Timekeeping and HR - Approval of clock data, scheduling and payouts
  • Customer/Executive Escalations - Assist tier 3 and executive/internal escalations

Google Express contracted by Adecco, Pittsburgh, PA

Coaching Lead, Jul 2015 – Oct 2015

  • Tier 3 Escalation Support - Support management in resolving customer issues
  • Quality Assurance - Conducted audits and feedback sessions with agents
  • Rollout Implementation - Working with client to develop and implement training
  • New tool/SOP integration

Google Express contracted by Adecco, Pittsburgh, PA

Ninja, May 2014 – Jul 2015

  • East Coast Trainer - Trained new agents at local sites
  • POC - Customer Service across email, phones and live chat
  • Content Specialist - Assisted with SOP and communication content

Target, Cranberry Township, PA

Guest Service Team Lead, Oct 2008 – May 2014

  • Customer Service - General assistance of customers
  • De-escalation - Assist with tough conversations with customers
  • Food Safety - Supervision of food production area
  • Photo Specialist - Supervision and maintenance of c-41 photo equipment

 


Education

Slippery Rock University, Slippery Rock , PA

B.A. in Philosophy, Dec 2008

The Recording Workshop, Chillicothe , OH

Certificate in Audio Engineering, Jun 2005 - Aug 2005


Professional Affiliations 

American Society of Media Photographers (asmp.org)