Austin Brink

Freelance Business Writer & Operations Manager

852
Location:Grand Junction, Colorado, United States
Profile:https://www.freelanced.com/austinbrink
0
Kudos
4.0
2 Skills
$15
Rate/Hr
Austin J. Brink
6675 South Lemay Apt. B-5
FORT COLLINS, CO 80525
(970) 219-0285
austinbrink@gmail.com

EXECUTIVE SUMMARY

Tenacity, patience, and attention to detail. Demonstrated leadership and interpersonal skills. Passionate and excited about performance, process and peer improvement. Thorough, communicative and thoughtful. Self-learner. Love to be challenged. Thrive on making a difference. Driven to excellence.

EDUCATION

Bachelor of Science: Business Administration
Concentration: Innovation and Change Management
College of Business, Colorado State University

• Entrepreneurship • Process Innovation
• Negotiation and Conflict Management • Change/Growth Management
• Team Leadership • Organization Behavior
• Professional and Strategic Communication • Logistics
• Finance • Marketing
• Financial and Managerial Accounting • Human Resource Management
• Managerial Decision-making

SKILLS

• Critical Analysis • Teaching/Training - small and large scale
• Data Analysis • Curriculum Development
• Data Entry (7,500 ksph) • Soft Skills Training
• Typing (65-70 wpm) • Organization and Workflow Mgmt.
• Microsoft Office - Intermediate User • Job Aid Creation

PROFESSIONAL EXPERIENCE

Center Partners, Inc., TiVo Account May ‘13 to Present
Technical Support Supervisor
• Manage 15-25 agents for performance and attendance
o Coaching agents on policy changes/updates
o Coaching AHT, Quality, Productivity, etc.
o Coaching soft skills
o Supervise floor performance in real-time as needed
• Volunteered as Jumpstart Supervisor for Tech
o Shaved 4 min off AHT from previous Jumpstart
o Pioneered process improvements for Jumpstart
• Workshop Supervisor
o Under OM Direction, pioneered new training process
o Developed curriculum from ground up for AES Consult Workshop
o Team-taught Workshop modules
o Helped pioneer tracking methods
o Managed scheduling of workshops around IDPs

Center Partners, Inc., TiVo Account May ’12 to May ‘13
AES/ERT Supervisor
• Manage AES Team
o Manage Helpdesk/Escalations staffing and stats
o Policy decisions as needed
o Regular client interaction
o Manage to FTE, making sure GMs are within goal
o Created multiple Excel tools to aid me
• Manage ERT Team
o Manage staffing and meeting SLAs
o Pioneering new value-add processes
o Reporting to client on activities
o Manage to FTE, making sure GMs are within goal
DART Inc. Apr. ’12 to Present
Assistant Instructor
• Assist Instructors in Teaching/Facilitating
o Verbal De-escalation Curriculum
o DateSmart Curriculum
• Working toward Instructor Status

J.D. Power Supervisor Apr. ’12 to May ‘12
• Coordinate activities toward J.D. Power Certification
o Organized OEIT by section in OneNote
o Organized self according to timeline requested
• Asked to move to AES Supervisor position

Center Partners, Inc., TiVo Account Oct. ’09 to May ‘12
Technical Support Supervisor
• Manage 15-25 agents for performance and attendance
o Coaching agents on policy changes/updates
o Coaching AHT, Quality, Productivity, etc.
o Coaching soft skills
o Supervise floor performance in real-time as needed
• Volunteered as Jumpstart Supervisor for Tech
o Shaved 4 min off AHT from previous Jumpstart
o Pioneered process improvements for Jumpstart
• Workshop Supervisor
o Under OM Direction, pioneered new training process
o Developed curriculum from ground up for AES Consult Workshop
o Team-taught Workshop modules
o Helped pioneer tracking methods
o Managed scheduling of workshops around IDPs

Center Partners, Inc., TiVo Account Oct. ’08 to Oct. ‘09
Advanced Escalation Specialist
• Escalations/Helpdesk, all departments
• Developed and taught Network Training Module for Tech Agents
• Taught Customer Care cross-training for Tech Agents
• Coached agents on policies and procedures as needed
• Beta- and User Level-tester for RightNow CRM

Center Partners, Inc., TiVo Account July ’08 to Oct. ‘08
Technical Support Representative
• TiVo Hardware, Software and Service support
• Met and exceeded target metrics
• Sought individual, team and account performance improvements

US Reports, Inc. May ‘07 to April ‘08
Phone Surveyor
• Performance-based pay
• Phone surveys with insurance customers
• Developed Excel spreadsheet for process improvement

Center Partners Inc., Qwest Repair Account Jun. ’05 to Sep. ‘06
Technician/Tier 2 Technician
• Escalations/Helpdesk
• Cell phone hardware and service support
• Coached Tier 1 agents as necessary

VOLUNTEER EXPERIENCE

Gospel Doctrine Teacher, LDS Church Feb. ‘12 to Present
• Instruct adults on pre-selected topics twice a month
• Class size up to 50 people, ages 18 & up

Elders Quorum Instructor, LDS Church Sept. ’09 to Feb. ‘12
• Instruct men on pre-selected topics, 30 min/month

Sunday school Teacher, LDS Church Jan. ’06 to Jun. ‘09
• Ages 18 mo. to 8 years
• 1-2 hour lesson each week

Physical Facilities Coordinator, LDS Church Jun. ’06 to Dec. ‘07
• Responsible for chapel cleanliness each week
• Coordinated & instructed 3-10 volunteers each week
• Planned and implemented Bi-Annual cleaning for 50+ volunteers

Full-Time Missionary, LDS Church Oct. ’99 to Feb. ‘01
California Los Angeles Mission
• Proselyted for LDS faith
• 4.5 months as Full-Time Trainer
• 3 months as District Leader