Brian Baug is an inbound customer service supervisor with over 18 years of experience in customer service and operations management. He has worked at Concentrix since 2008, where he has held various supervisor roles managing teams and ensuring KPIs and client expectations are met. He is proficient in Microsoft Office, CRM systems, and payroll/scheduling tools. He has a background in biology coursework and training in leadership, culture and customer service best practices.

1. BRIAN BAUG
Address: 2450 Country Road, 28 Apartment 3C, Canandaigua, New York 14424
Mobile: 585.748.1188 Email: grey_archer3156@yahoo.com§
INBOUND CUSTOMER SERVICE SUPERVISOR
Q U A L I F I C A T I O N S P R O F I L E
Dynamic, detail-oriented, and customer-focused professional with experience in operations management, customer service,
and staff relations. Adept at identifying specific needs of customers to provide exceptional service and ensure exceptional
customer experience. Expert at consultative selling and translating technical solutions into compelling business opportunities.
Effective at building rapport with people from diverse backgrounds utilizing interpersonal skills. Proficient with Microsoft
Office Suite, Avaya CMS, SalesForce.net, and various client propitiatory systems.
C O R E C O M P E T E N C I E S
Cross-functional Leadership | Team Building | Process Improvement | Program Management
Customer Service | Strategic Planning | Human Resource Management
P R O F E S S I O N A L E X P E R I E N C E
CONCENTRIX, Pittsford, NY (Jun 2008–Aug 2016)
Supervisor | Data Analyst II Feb 2016–Aug 2016
 Managed off-boarding notification for client as well as generated weekly key performance indicators (KPIs) reports and
daily updates of staff lists and headcount and attrition reports
 Provided guidance to teams in setting up proactive fraud control process and reporting as requested by the operation
managers.
 Rendered support to Intuit QBO Team in handling off-boarding and KPI reports as well as proactive fraud controls.

Operations Supervisor, Strategic Accounts Team Jan 2015–Jan 2016
 Held accountability in gathering and consolidating payroll records throughout the entire site for submission to the
Payroll Team.
 Played an instrumental role in accomplishing various projects related to payroll submission for the entire call
center as well as in assisting individual team setup.
 Identified and resolved payroll issues, which enabled employees to get paid with minimum errors during the
transition of payroll system.
 Gained selection to provide assistance to the team in encoding time into a new payroll system; as well as to new
team’s supervisors on policies and procedures while guaranteeing proper tools for tracking attendance and
progressive discipline spreadsheets and forms.
Operations Supervisor, Post-Gazette Team Mar 2013–Jan 2015
 Prepared reports on KPIs and implemented changes on operations to meet the needs of changing client
 Worked in coordination with the HR in resolving staff issues, submitting schedules and team hours to payroll, as well as
handling performance issues and other staff relations.
 Communicated with the client to modify staffing levels during unexpected high-call periods by hiring temporary
employees.
Team Leader | Trainer Sep 2009–Mar 2013
 Acknowledged and resolved concerns from the floor agents, while facilitating training to newly hired staff and existing
team members regarding new policies and procedures.
Inbound Customer Service Agent Jun 2008–Sep 2009
 Accommodated inbound calls to deal with customer problems and inquiries on delivery and billing matters.
FRONTIER TELEPHONE, Rochester, NY
Inbound Customer Service Agent Apr 1998–Oct 2007
E D U C A T I O N
Coursework in Biology | Rochester Institute of Technology, Rochester, NY
P R O F E S S I O N A L T R A I N I N G
Brilliant at the Basics Training | LEAP Leadership Training | Culture Training: Concentrix
A C T I V I T I E S
Ordained Minister, Organization
A W A R D S

2. BRIAN BAUG
Address: 2450 Country Road, 28 Apartment 3C, Canandaigua, New York 14424
Mobile: 585.748.1188 Email: grey_archer3156@yahoo.com§
Concentrix Unsung Hero Award | Concentrix Value Award