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Greg Brisendine

Greg Brisendine

Customer Services Quality

Followers of Greg Brisendine3000 followers
location of Greg BrisendinePalm Springs, California, United States

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  • Timeline

  • About me

    Success is relative. I help leaders find their version of success / Coach (ACC) / Ex-Amazon / Leader / Author

  • Education

    • University of North Carolina Asheville

      1990 - 1994
      B.A. Psychology

      The psychology program at UNCA had a strong research focus and in the pursuit of my degree, I became further grounded in research techniques including experimental and control groups, which was useful in developing measurement strategies for learning programs.

    • Antioch University - Seattle

      1995 - 1998
      MA Psychology, Organization Development

      My focus was the business applications of psychological theories and practices. For example, group therapy and family systems therapy have important tenets that apply directly to business.

  • Experience

    • FPL

      Jan 1985 - Jan 1990
      Customer Services Quality

    • First Communications

      Jan 1998 - Jan 2002
      Regional VP

    • Northwest High Tech Career Expo

      Mar 1998 - Jan 2001
      Regional Vice-President

      Producer of the 2nd largest technical recruitment event in the United States during the dot com boom. Responsible for booth sales, client relationship management, sales management, marketing and operations.

    • Recreational Equipment, Inc. (REI)

      Mar 1998 - Aug 1998
      Organization Consultant

      Supported the Strategic Planning Manager in an effort to manage change within a contact center.

    • AT&T Wireless

      Jan 2001 - Jan 2004
      Director, Customer Services Quality

    • Cingular Wireless

      Mar 2004 - Sept 2005
      Director, Customer Services Quality

      Responsible for implementing customer satisfaction strategies across 30 - 40 call centers in the US, Canada and India. Key projects included internal call monitoring strategy and customer satisfaction surveying.

    • Intrepid Learning Solutions

      Oct 2005 - Oct 2008

      Responsible for the creation and implementation of Intrepid's learning measurement strategy, including working directly with clients in order to link their learning initiatives with their organization key performance indicators. (back in this role briefly) Director for a learning production team including Instructional Designers, Media Developers and Testers, and Learning Consultants.Additionally responsible for helping Intrepid clients link their training results with their organization objectives and key performance indicators. Additionally responsible for business process re-design internally at Intrepid. Responsible for the creation and implementation of Intrepid's learning measurement strategy, including working directly with clients in order to link their learning initiatives with their organization key performance indicators.

      • Director, Measurement & Business Impact

        Sept 2008 - Oct 2008

      • Director of Operations

        Feb 2007 - Sept 2008

      • Director for Business Impact & Measurement

        Oct 2005 - Feb 2007

    • Intrepid Learning Solutions

      May 2010 - Jan 2013
      Performance Measurement Consultant

    • Vertafore

      Jan 2013 - Jun 2016
      Director of Learning, Documentation & Quality

      My team of Learning Consultants, Content Specialists, Technical Writers and Quality Analysts work to enable the adoption of Vertafore's products and processes.

    • Amazon

      Jun 2016 - Feb 2023

      • Sr. Manager, Leader Development

        Mar 2021 - Feb 2023

      • Sr. Manager in Customer Services Operations

        Mar 2019 - Mar 2021

      • Sr. Manager in Learning, Quality, and Content

        Jun 2016 - Mar 2019

    • Greg Brisendine Coaching & Consulting

      Mar 2023 - now
      Coach and Consultant

      I work with business professionals to accelerate their career goals. I work directly, as well as through some of the best services companies in the world.

  • Licenses & Certifications

    • Associate Certified Coach (ACC)

      International Coaching Federation
      Nov 2023
      View certificate certificate

    • EdX Professional Certificate for How to Write a Novel: Writing the Draft

      EdX
      Nov 2020
      View certificate certificate

  • Volunteer Experience

    • Writing teacher

      Issued by Bent Writing Institute on Jan 2011
      Bent Writing InstituteAssociated with Greg Brisendine