Vice President of Customer Experience & Operations, i CAN Professional Consulting Services
Prior to joining Cenlar, Brian held executive-level positions as both over multi-site, global customer operations, as well as, operational support services including Workforce Management, Business Intelligence, Client Services, Project Management Office, Process Improvement, Quality Assurance & Compliance, and Customer Intelligence.
For the last 15 years Brian led customer experience strategy & operations, delivered through multi-channel contact centers for Capital One Bank, Kaplan Inc. and other large organizations in both domestic and international markets.
Brian is a graduate of The College of William and Mary, where he earned his Bachelors Degree and was selected into the highly coveted internship program at the United States Supreme Court. Holds a Green Belt in 6 Sigma, is certified in Project Management, Change Management, Work Systems Redesign, and Contact Center Operations, and is currently working on his MBA at the University of Essex, where he also teaches.