Brian Furjanic is seeking a leadership position requiring an engaged leader. He has over 20 years of experience in operations management, employee relations, and call center management. Currently he is the Distribution Operations Manager at QVC, where he has exceeded goals, solved problems creatively, and developed high performing teams. Previously he held management roles at Earthlink and Carnival Cruise Lines, where he improved metrics like average handle times, managed large staffs, and achieved top performance rankings. He has extensive training in areas like team building, safety, coaching, and leadership.

1. Brian Furjanic
267 White Chapel Rd, Lancaster, PA 17603  954-612-8149  Brian.D.Furjanic@qvc.com
Objective Obtain a leadership position requiring an engaged leader that successfully achieves company
objectives and develops a strong organizational team.
Areas of
Expertise
 Employee
Relations
 Distribution
Operation
 Call Center
Operations
Career
Progression
QVC, Inc. — Lancaster, PA | Port St. Lucie, FL
Distribution Operations Manager – Lancaster, PA 3/2013 - Present
Variable Labor Manager (Temp Assignment) – Lancaster, PA 9/2012 – 3/2013
Returns Supervisor – Lancaster, PA
Order ServicesSupervisor – Port St. Lucie, FL
6/2012 – 9/2012
6/2006 – 6/2012
 Exceeded goals by providing a positive climatealigned with company values.
 Creativeproblemsolver skilled at identifying problems and providing resolution.
 Developed and engaged a team of supervisors to elevate performance and surpass company objectives
and customer expectations.
 Facilitated training classes for employees on safety, respect, performance development reviews, and co-
facilitated the QVC Difference culture sessions.
 Cultivated a vision for the team with robust communication through frequent check-ins, start-up meetings,
and responding to employees directly.
 Successfully responded to employeerelations issues and providedthorough coaching & documentation, which
accuratelysupported recommendationsof next step actions.
 Responsible for meeting daily budgeted UPH goals in several departments and successfully reconciled the
2013 Recognition budget for the year.
 Completed the QVC Difference certification to become a facilitator of workshops that introduce our
business structure and culture to new employees.
 Recognized positive performance throughout site and acknowledged through various programs.
Carnival Cruiselines, Inc.
Personal Vacation Planner – Consumer Research 7/2004 – 6/2006
 Generated cruise sales for the company while establishing a relationship with Carnival’s guests.
 Continually in the top third of sales staff for Consumer Research Department.
Earthlink, Inc – PA
Senior Manager 5/2000 – 3/2004
Floor Manager 6/1998 – 5/2000
Supervisor – Customer Service & Fulfillment 5/1995 – 6/1998
SENIOR MANAGER
 Efficiently managed a national call center handling over 200,000 calls a month.
 Managed 250+ employees in a 7 day, 24 hour center.
 Generated 5 customer retention teams which contributed to reducing customer churn.
 Revitalized average handle times by skill consolidation and created an escalation team.
 Resolved escalated customer issues such as billing, satellite installations, and product fulfillment.
 Achieved #1 call center ranking for 4 consecutivemonths in customer retention close rates.
 Reported monthly department results at operations meetings to executive management team.
 Created incentives to increase employee productivity/moraleutilizing both fiscal and gratuitous resources.
 Developed a first-rate management team and supplied guidance regarding performance.

2. FLOOR MANAGER
 Responsible for managing a team of 5-6 supervisors and 100+ representatives.
 Facilitated supervisor calibration sessions with quality assurance department.
 Hired and trained customer service representatives and supervisors.
 Successfully achieved departmental goal of Average Handle Times (AHT).
 Advised supervisors of issues relating to human resources policies, and operating procedures.
 Attended Director’s operations meeting providing input regarding strategic company objectives.
SUPERVISOR – CUSTOMER SERVICE & FULFILLMENT
 Supervised 30 agents taking incoming calls & small fulfillment staff sending out software.
 Responsible for meeting team metrics in Average Handle Times, Abandon Rates, and Quality.
Specialized
Training
Team Building Management
Safety Situational Management
Non-Harassment Training
PerformanceCoaching
Recognition Committee
OSHA Safety Standards
Conflict Resolution Workshop
Preventing Workplace Violence
Ethics Training
Effective Leadership
Education Associates Degree | Harrisburg Area Community College