Bryan Spearman, MBA, LSSGB

Experience

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  ExxonMobil

  Jan 1997 - Jan 1998

  Systems Analyst

  Mainframe COBOL and PL/1 application maintenance support for reserve accounting team. Coordinated workflow processes with three computer operators and worked directly with the Reserve Accounting Team. Created and modified computer programs by converting project requirements into code. Performed maintenance and resolution of errors for reserve accounting system.

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  Xerox

  Jan 1999 - Jan 2014

  Senior Manager, Technical Services

  Senior Technical Service Manager-Top performer who successfully managed multi-million dollar budget to include world-class technical customer support for multiple Fortune 500 companies. Responsible for over-achievement with service level agreements (SLA) productivity, customer satisfaction, technical operations, labor, inventory control, and expense control. Top national performer generating 80% profit margin. Recognized-number one ranking with profit margin and key performance indicators.Effectively collaborated with internal and external partners to deliver integrated solutions based on customer needs. Partnered with human resources, security, finance, and sales to effectively manage operations to a high level of performance. Show less

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  Texas Southern University and University of Phoenix

  Jan 2002 - Jan 2014

  Adjunct Professor-Houston

  Teach Management, Marketing, Global Business, and Communications classes on-ground. Facilitate live class exercises and direct lectures. 2007-Award for Leadership.

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  Samsung Electronics

  Jan 2014 - Jan 2016

  Deputy Director-Senior Global Manager

  Strategic Project Manager for international technical support and operations for Samsung Electronics at the corporate headquarters. Collaborate with research and development, manufacturing, sales, customer service, and marketing to ensure the highest level of quality and overall customer satisfaction. Successfully integrate offshore manufacturing and associated partners to ensure high quality delivery of products and services. Responsible for the development of training, customer service strategy, and information technology infrastructure. Areas of responsibility include North America, South America, Europe, Asia, and Africa. Led team responsible for developing internal training program and content management solution related to service offerings. * Trusted advisor to the Chairman's Global Strategy Group. * Human Resources Lecturer on Globalization and Communication. * Led team that designed, setup, and implemented Balanced Scorecard strategy. * Led team that designed and implemented new global online training program. * Led team that designed and implemented new online customer support portal. * Recommendations helped save millions in expenses for the company. Show less

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  Vantiv

  Jan 2017 - Jan 2018

  Manager|Leader - Merchant Services, PC Support, & Technical Support

  Call Center-Project Manager supporting merchant operations to include banking, VISA, Discover, and Master Card. Collaborate with sales, product development, training, quality assurance, third party providers, and human resources to ensure high levels of performance for service delivery. Spearheaded team responsible for developing a new employee-training program, a new compensation model, and a new balanced scorecard strategy related to service offerings. Successful startup of a customer service operations team building into efficient team within six months. • Domestic accountability for 100 people and 10 Leaders-started team from ground up.• Offshore accountability for approximately 70 people and 8 Leaders-Service Levels 92%.• Managed multi-million dollar budget successfully greater than 100% of plan.• Manage a team of Technical Support and Senior Technical Support professionals to successful Performance/KPI attainment greater than 90%.• Led and improved scorecard strategy for better employee communication and tracking.• Assisted with designed, setup, and successful execution of New Hire Training strategy.• Led planning for Service Level attainment of 90% for Merchant Services.• Led planning and execution for new employee incentive program.• Led planning and execution for new training strategy to ensure 100% compliance. Show less

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  UnitedHealth Group

  Jan 2018 - now

  Responsible for driving the quality of marketing communications sent to healthcare members & patients delivered through Optum’s Marketing & Customer Operations team. The primary focus is to ensure the quality and security of our communication delivery through process control, process improvement efforts, and standardization across the teams• Responsible for creating, maintaining and improving quality management processes and procedures • Lead issue management processes from start to close• Provide subject matter expertise to ensure appropriate identification and documentation of root cause, corrective and preventive actions.• Communicate issues to appropriate leaders, tailoring communication to ensure clear understanding at all levels.• Define, build and deliver quality performance metrics by process• Using data analytics and trending, identify areas of opportunity for improvement Show less Client Service Account Manager supporting Employer and Individual health plan call center operations to include Level I, Level II, and Level III insurance benefits, coverage, and claims support. A total of 140 direct and non-direct personnel supporting dedicated (and non-dedicated) Clients. Collaborate with sales, training, workforce management, third party providers, and human resources to develop competencies to ensure high levels of performance for service delivery. Project team leader for joint effort between operations and training responsible for developing a new interactive leadership program designed to help facilitate improved outcomes for new hire employees. Refreshed supervisor interview skills, screened, interviewed, and hired customer service employees. Show less

  • Marketing Director, Optum

    Dec 2024 - now

  • Senior Program Manager, United Healthcare

    Oct 2023 - Dec 2024

  • Senior Portfolio Manager, Optum Technology

    Jan 2022 - Oct 2023

  • Senior Business Manager, United Healthcare

    Jan 2018 - Jan 2022