Eric LeBrun: in Puyallup, WA

Sumner, WA (October 2017 to August 2021) Recreational Equipment, Inc., commonly known as REI, is an American retail and outdoor recreation services corporation. Operations Manager Oversee Operations for Sales and Customer Support Contact Center. Department comprised of Forecasting, Scheduling, Operations Center, Technology Support, Program/Project Management and Analytics. During my four years the team focused on evolving the organizational structure to align with the Co-op's strategic objectives, process improvement through Lean Six Sigma, technology upgrades to improve efficiency and customer experience and data centralization to provide deeper analytical insights. • 2017 - Implemented Service Impact Reporting with CTA triggers and corresponding Runbook processes to ensure timely shifting of resources. Implemented overflow routing to immediately improve occupancy and SL while reducing seasonal hiring needs and labor costs. Introduced Tech team to Incident Management and ITIL processes. Worked with HQ Service Desk to develop contact center specific impact and urgency matrix. • 2018 - Implemented Oracle Help Center, replacing REI Contact Us page with redesigned FAQ section, Knowledge Articles, Chat/Email window, Chat Throttling capabilities and Advanced Analytics. Led reorganization of Training and Development department through modernization, and modular approach to training materials. Shifted from lecture style training to Flipped Classroom model. Up leveled Scheduler role to Workforce Management Analyst.

that offers world-class solutions for cloud collaboration, voice systems, and AV.