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My name is Bryan Cross. I am a creative problem solver and strategic planner with over 10 years of operations management and leadership experience, whose emphasis is exceeding client expectations and implementing best practices.

AStrategic customer services leader with extensive background in management and information technology solutions seeking new challenges within a growth-oriented  technology organization.

Awards & Community

Volunteer, Experience Unlimited

Volunteer/Board Member, AIDS Project of Contra Costa

Spirit Celebration Award 2006,2007,2008

Spirit Medallion Award – 2007,2008

Some of my fans...

Daniel-Ray Carothers

Director of IT Client Services 

WindRiver Systems

Alameda, CA

"Bryan worked for me at Bank of America for 3 years. He kept a sharp eye on the bottom line, but realized too that customer satisfaction is what makes or breaks your business. I suppose doing well in business is easy if you are, as he was, driven in equal measure by both quality and efficiency. Let me say I have no hesitation in recommending Bryan Cross for any management or senior leader position in technology, banking, marketing, new business development and/or team leadership. I feel confident Bryan will be an asset to any organization."

Jeff Weber

Assistant Vice President, Senior Analyst 

Bank of America

Concord, CA

"I had the privilege of working for Bryan Cross at Bank of America in the Network Computing Group for 3 years. Bryan is one of those managers that believes in his teammates and helps them to drive the business to its fullest. Bryan cultivates an environment of empowerment, open communication and continuous feedback with his team”

Dick Nettell

Senior Vice President, Regional Executive

Bank of America

Concord, CA

“Bryan’s native intelligence for sales and marketing is among the best I have seen. He has the drive and energy necessary to see complex projects through to completion, guiding teams and clients through the entire lifecycle process, on time and within budget. He is both a team player and a dynamic leader, a professional who wins the respect of others through his integrity and unwavering desire to bring out the best in his teams.

Deirdre Thompson

Senior Vice President, Site Executive

Bank of America

Concord, CA

“Bryan consistently delivered the types of projects and solutions necessary to achieve higher performance and associate satisfaction. He produced quality teams that were devoted to his objectives and unfailingly handled conflict with grace and intelligence. His dedication to quality customer service and associate satisfaction was bar none.”

My Website

Work experience

Jan 2008May 2009

Vice President, Business Support Manager II

Bank of America

Administrated diverse functions for a large department, national in scope and multiple unit locations. Functions included: personnel processes, audit/compliance, associate training, service quality, process improvement, business continuity, financial control/budgeting, and communication. Consulted with executive level management in evaluating current methods and developing strategies to implement changes and improvements.

·Data mining, analyzing and translating complex information into concise and useful reports.

·Executing process improvements through Six Sigma methodologies.

Mar 2006Jan 2008

Vice President, Customer Service Manager

Bank of America

Managed the daily operations for teams of customer service representatives with 7 managers and 75 indirect employees handling more than 500,000 customer calls a month including Online Banking, Sales Chat, Electronic Claims processing and Customer Service teams.

·Improved associate satisfaction and performance by 20% as result of introducing associate engagement programs including recognition & reward.

·Reduced scheduled shrinkage by 4% as a result of partnering with workforce leaders and providing comprehensive reporting and tools to site leadership teams.

·Led site to improve the Managing Performance Variation by coaching and mentoring site leadership team through DMAIC phases to certification.

Feb 2000Feb 2006

Vice President, Technology Manager

Bank of America

Led day-to-day operations for second level technical support team. Leading and consulting on organizational initiatives, projects and training for help desk agents.

·Led cross-company team initiative to develop, deliver and improve self-service technology, which resulted in a total cost saving of $.5 million annually.

·Implemented Peregrine Service Center as an ERP trouble ticketing system that would allow all support groups the ability to manage end-to-end processes more effectively.

·Managed a $2.5 million network printer implementation project. Delivered on time and $600K under budget


Managed the daily operations for a 25-member help desk and led project and network initiatives.

·Reduced length of call time by 50% by leading the development and deployment of WEB based services that established a more streamlined and automated procedure for in-house processes.

·Reduced the need for outsourcing technical repairs at a cost savings of $100K+ annually.

·Increased agent productivity by 65% and reducing speed to answer by 35% by effectively coaching and managing help desk agents.

Apr 1997Feb 2000

Assistant Vice President, Systems Engineer

Bank of America

Provided local and remote laptop and desktop support for account executives on a national scope.

·Project Manager on a variety of national conversion projects including Windows NT to W2K, laptop model upgrade and Lotus cc:Mail to MS Outlook migration under tight timeframes, with only a 2.5% business interruption.

·Reduced technical resolution turnaround time from two weeks to same day by introducing remote solutions which resulted in an annual cost saving of $160K.

·Administrated the product delivery of McAfee Helpdesk software application to help desk and field support agents.

·Designed network contingency disaster recovery plan.

Aug 1991Apr 1997


Unilever, Thomas J. Lipton

Reporting to the District Sales Manager of this industry-leading manufacturer and distributor of diversified food goods. Responsible for development, tracking and analysis of marketing and account specific programs, and sales support.



Los Medanos Community College


Six Sigma Greenbelt

Bank of America