Brian Duffy

Brian Duffy

Work History

Work History
Sep 2011 - Present

Customer Care Manager

Line Systems Inc
  • Oversee Line Systems front end encompassing customer support, enterprise as well as Tier II.
  • Manage and lead a group of nearly 30 associates as well as management employees etc. in centers in both West Chester, PA and Vorhees, NJ.
  • Analyzes reports, interacts with corporate decision makers and provides recommendations to determine whether equipment should be repaired or replaced, additional equipment installed etc.
  • Manage and monitoring of customer facing call center (ACD) using Telax Hosted Call Center Software.
  • Involved in all hiring and training of Tier I, Enterprise as well as Tier II personnel.
  • Provide monthly corporate metrics to executive leadership team as well assist in developing corporate RFO's and official communication to our customers.
  • Profficient in both the design and maintenance of the following services including but not limited to VoIP design and maintenance as well as several types of hosted CPE (Aastra, Polycom), DS1, DSL, MPLS, GigE, EFAX, LCR maintenance and management etc. 
  • Profficient in use of NAGIOS, Verizon GUI etc.
Sep 2008 - Apr 2011

Humanities and International Services Specialist

AEON/Amity
  • Teach and prepare English lessons for AEON/Amity ( #154 on Fortune Global 500) for students 1-18 years of age in the cities of Kasugai and Ogaki, Japan. Developed and implemented programs to encourage student participation.
  • Responsible for selecting all textbooks and evaluating students' English conversation abilities.
  • Enriched students’ lives through language instruction and mentoring.
  • Provide daily feedback as well as more detailed quarterly 
  • progress records to both the school manager as well as parents regarding student progress in conversational English.
Dec 2006 - Dec 2007

Customer Service Implementor

Verizon
  • Was responsible for Platinum Tier I customer orders and projects that drive annual revenue exceeding $10M.
  • Implemented large multi-jurisdictional contracts and managed large scale projects. Acted as single point of contact for Sovereign Bank, (total billing revenue in excess of $1M annually) which involved management of all orders, contracts and projects covering the entire Verizon footprint.
  • Proficient in the provisioning of products including but not limited to DS1, DS3, ISDN PRI, OC3, OC12 as well as SONET.
Dec 2001 - Dec 2006

Team Leader

Verizon

  • Led a 22-person customer service team and was responsible for all aspects of employee development, performance management and recognition. 
  • Developed strategic objectives that accommodated current and future organizational needs.
  • Act as liaison to the Sales organization by attending customer meetings and conference calls as well as reviewing and monitoring customer contacts.
  • Directly responsible for the facilitation of training programs to over 10 of Verizon's largest customers (including but not limited to SunGard, City of Philadelphia, First Energy and Children's Hospital of Philadelphia).
  • Recognized by the White House communications team for work relating to the President's 2006 Pennsylvania visit.
  • Led the roll-out of Verizon's on-line methods and procedure manual (VIBE).

Interest

Travel, movies, golf, tennis, Philadelphia Phillies, Eagles, Sixers.

Summary

An experienced professional with over ten years of management experience in a fast-paced, growth-oriented service environment. An effective communicator with strong organizational skills and customer service focus. Strong business acumen and the ability to influence, collaborate and negotiate with senior executives.

Specialties

Team Management (Advanced, 8 years experience)Sales Support (Advanced, 6 years experience)MS Office Suite (Advanced, 10 years experience)Team Leadership (Advanced, 8 years experience)Customer Service (Advanced, 12 years experience)Teacher Training (Intermediate, 2 years experience)Customer Presentations (Intermediate, 5 years experience)

Custom

Recommendations For Brian

Humanities and International Services Specialist (Japan) “I remember Brian well and the reason why we hired him. He was confident, professional, and gregarious. I understand that he adjusted well to the rigors of moving abroad to Japan. We could tell that he would excel at his job when we hired him and he proved us right.” 

Scott Hillkirk, Director, International Recruitment, Chicago Office, AEON Amity Corporationmanaged Brian indirectly at AEON/Amity

Team Leader, Customer Service

“Brian's ability to take charge and manage situations through to completion (which otherwise could have been financially detrimental to Vz), was a quality, and ability, rare within a large corporate structure. He is broad shouldered, focused, and sets high standards through his actions.” 

Suhail Sharma, Sr Corporate Account Mgr - Enterprise Sales/ Corp Recruiter, Verizonworked with Brian at Verizon

“Brian is a detail oriented manager who saw the big picture when it came to customer requirements. it wasn't just 1 line that needed to be installed correctly, it was the customers heartbeat that Brian took great care of. My success at Verizon are because of the support I was able to get from Brian.” 

 Mike Fox, Account Manager, Verizonworked with Brian at Verizon

Education

Education

Skills

Skills

Japanese Language

With Japanese family members Japanese language profficiency is an ongoing learning experience.