1. DelrayBeach,Fl.33444
BRIAN M.BARTLETT
Email BrianMBartlett@yahoo.com Phone 561 843 6560
SUMMARY
Experienced customer service professional responsible for resolving service failures escalated to the
office of the CEO for Fortune 500 companies. Customer focused, on retention and results with a proven
track record on improving quality service metrics, and increasing customer satisfaction at an
organizational level.
Office Depot; Office Max 2000 to 2016 Boca Raton Corporate Headquarters
Senior Executive Customer Relations
• Respond to highly escalated executive complaints with a systematic problem solving approach
through creative writing and oral communication. All responses, complaints were handled using the
CRM/ Consumer Response workflow systems, and most required a 24 to 72 hour resolution turn
around.
• Shared feedback with appropriate business units and Management throughout the network, provide a
detailed reporting analysis to help improve customer retention in multiple channels including but not
limited to stores and delivery.
• Maintained comprehensive knowledge of company policy and procedures.
• Assessed liability complaints, for delivery, advertising/marketing, and merchandising. Shared
feedback with Legal team and or Senior Field Management, recommended fair resolution for urgent
escalated issues.
• Participated in various functions special projects, including quality assurance, customer retention
study assigned by Department Management in order to improve performance, and overall customer
satisfaction.
• Handled incoming Executive level correspondence, including letters, faxes, and emails, all resolved
expeditiously with in a 24 hour time frame. Resolutions summary or root cause analysis shared with
Executive Office Staff.
• Received multiple commendations from customers, both internal and external. Received multiple
commendations from various levels of Management, including Executive Offices and CEO.
Office Depot Central Operations Specialist 2007-2008
• Provided operational service and call center technical support for all applications, involving the Office
Depot Customer Service Network. Applications include Oracle, Seratel VOIP Network first level
support and trouble shooting, not limited to and also included process improvements for network
outages, off shore location outages, and liaise between outside vendors. Central Ops specialist logs
your case, gathers critical information regarding your issue, provides triage to isolate the path to
resolution, escalates your case if necessary, and takes ownership of the issue.
2. • Worked proactively with new vendors on set up and implementation of inbound sales for Clear
Connect Guyana, and outbound sales location West Oklahoma City call centers. Involvement in these
implementations included set up on Transera VOIP platforms, routing, reporting, agent provisioning,
team assignment and end to end testing to ensure a quality connection.
Office Depot Corp Inbound Transportation Analyst 2006 to 2007
• Scheduling and coordination with transportation management, for vendor merchandise to be received
into the distribution center's and Xdocks. Analyze transportation related data as well as trouble shoot
and solve problems on numerous transportation related issues. Provide pertinent information to aid in
monitoring, evaluating and improving the transportation function’s performance as it relates to
distribution center and warehouse metrics.
• Assisted Vendors with set up and scheduling, and providing proof of delivery on their inbound collect
shipments.
• Completed weekly (lead on time and complete) LEOTC Reporting, this report was shared with
vendors as well as Supply Chain Department, and executive management with in Office Depot Corp.
This reporting tool provided the vendors and OD Corp with over all carrier and facility performance for
all factors of the Inbound Collect Program.
Office Depot Corp Vendor Relations Merchandising Specialist 2005 to 2006
• Worked along with Merchants, Merchant Assistants, and Vendors to complete vendor purchase
information profile agreements. Organized, set up and kept in constant contact with merchant
category’s including all of Canada contracts, Technology, Furniture, Beverage, and supply vendors.
• Assisted over 1000 Vendors with Office Depot website Portal item set up and security. Worked with
Finance, Programs Management, Supply Chain, and Legal Teams to ensure contracts are complete
and accurate. Received and categorized contracts, aided in Allied vendor conversions.
• Providing training on and excelled on the Price Protection reporting for multiple merchant
departments. This report provided feedback to the buyers in a constant changing market with product
pricing and available inventory.
Office Depot Customer Resolution Team 2000 to 2005
3. • As a member of the Customer Resolution Team I was instrumental in the successful implementation
to changes in the customer issue resolution process, which resulted in the Dept in meeting a 2hour
turn around resolution time frame. This time frame study resulted in a 96% service level.
• Responsible for problem resolution for commercial, and contract account. Provided assistance to
account Managers with difficult billing and product issues.
• Received commendations for fanatical, business administration. quality service.
Education
Olympic Heights High School, Boca Raton Graduated 1996
Palm Beach State College, night classes in Business Administration
References:
Robert Furtick Senior Systems Analyst, Office Depot; Office Max Programmer, 20 years, (561) 438 2369.
Chris Lyew: Computer, Automobile Technical Engineer –Champion Porsche Audi Corporation 20 years
(203)8208891
Andrew Irelan City of Margate Police Department, Swat Team 20 years (954) 7205857
