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BRANDON GOUDREAULT

@brandongoudreault

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Operations Manager and analyst who improves contact-center readiness through data-driven reporting and leadership.

United States

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What I'm looking for

I’m looking to lead and improve contact-center operations using clear communication, proactive risk management, and data-driven reporting. I want a fast-paced team where I can drive operational readiness, coaching, and continuous process improvement.

I’m an accomplished operations analyst and people-focused leader who strengthens contact-center performance by pairing strong communication with rigorous analysis. In my most recent role as Manager - Global Command Center Operations at AT&T;, I focused on keeping operations ready, clear, and accountable for day-to-day execution.

Over nearly nine years in global command center operations, I ensured operational readiness of mobility Customer Service centers, proactively identified and responded to potential risks to daily operations, and provided timely, concise, and relevant communications on impacts to the business. I also created and delivered ad hoc analysis and reporting, and monitored for potential call flow, routing, and call imbalance issues to support stability and service quality.

Before that, I advanced through analyst and support leadership roles, including Senior Analyst - Force at AT&T; (focused on operational performance) and Credit & Adjustment Analyst at Cingular/AT&T; (supporting team managers through targeted coaching feedback and training). I reported to call center directors on trends and compliance, assisted with Business Security issues regarding internal fraud, and delivered process improvement recommendations through an Odyssey SWAT taskforce.

I bring a reliable, fast-paced mindset and a record of measurable quality—scoring 100% in Quality Assurance for 18 consecutive months. I’m also recognized for consistent contributions, including The Key Contributor Award (2), Spirit of Excellence (3), and Moment of Excellence (15), and I’m eager to bring that same analytical rigor and team-building energy to new challenges.

Experience

Work history, roles, and key accomplishments

Global Command Center Manager

AT&T

Mar 2015 - Jul 2024 (9 years 4 months)

Ensured operational readiness of mobility customer service centers by proactively identifying risks and communicating impacts to business stakeholders. Delivered ad hoc analysis and reporting while monitoring call flow, routing, and call imbalance issues.

Contact Center Operations Operational Readiness Risk Management Executive Reporting Team Leadership Microsoft Office SharePoint

Global Command Center Ops Manager

AT&T

Mar 2015 - Jul 2024 (9 years 4 months)

Ensured operational readiness of mobility customer service centers by proactively identifying and responding to risks to daily operations. Monitored call flow, routing, and call imbalance issues and delivered timely business communications and ad hoc analysis.

Customer Service Operations Operations Management Risk Management Business Reporting Ad hoc Analysis Call routing flow monitoring Business Communication

Force Senior Analyst

AT&T

May 2007 - Mar 2015 (7 years 10 months)

Monitored potential call flow, routing, and call imbalance issues and created ad hoc analysis and reporting to support operational readiness. Provided timely, concise communications on impacts to the business.

Queue Management Ad Hoc Reporting Monitoring Compliance Support

Credit & Adjustment Analyst

Cingular

Jan 2005 - May 2007 (2 years 4 months)

Provided coaching feedback to team managers and delivered training on credit and adjustments. Reported trends and compliance to call center directors and assisted with business security investigations related to internal fraud.

Call Center Analytics Business Security Training Coaching Fraud support Credit Adjustments Compliance Reporting

Customer Care Representative

AT&T

May 2004 - Jan 2005 (8 months)

Provided customer support for billing, equipment, and coverage issues. Served as a help desk representative to third-party vendors while assisting with customer-facing inquiries.

Customer Support Equipment Support Help Desk Support Customer Communications Avaya

Odyssey SWAT Team Representative

AT&T

Mar 2003 - May 2004 (1 year 2 months)

Served as a key internal contact for correcting software glitches and led a task force to manage workload for efficiency. Presented process improvement recommendations to leadership.

Internal Support Process Improvement Root Cause Analysis Microsoft Office SharePoint

Customer Care Representative

AT&T

Aug 1999 - Mar 2003 (3 years 7 months)

Provided customer support for billing, equipment, and coverage issues. Facilitated team meetings and incentive programs and served as a help desk representative to third-party vendors.

Customer Support Equipment Support Help Desk Support Customer Communications Incentives