Brian Ehrlich
@brianehrlich
Customer Support Specialist and team leader who improves CSAT through root-cause problem solving.
United StatesWhat I'm looking for
I build trust by solving complex customer problems through root-cause analysis, empathy, curiosity, and follow-through. In my Customer Support Specialist role, I handled complex escalations and fraud investigations while maintaining one of the department’s highest CSAT scores.
I’ve led measurable improvements—10–12% CSAT gains, 35%+ fewer repeat contacts, and a 15% reduction in average call time—by coaching, mentoring, and sharing practical knowledge. Earlier, as Director of Technology, I grew the Apple sales and repair division to $2M+ annually and supported thousands of Apple repairs as an Apple Certified Repair Technician.
Experience
Work history, roles, and key accomplishments
Managed 40–60 active claims while balancing customer advocacy, investigative accuracy, and cycle-time goals. Handled 40–45 new claims weekly and advocated for a higher settlement using evidence-based escalation.
Handled complex customer escalations and fraud investigations while mentoring new hires as an interim team leader. Led initiatives that increased CSAT by 10–12%, reduced repeat contacts by more than 35%, and reduced average call time by 15%.
Director of Technology
Best Deal In Town
Feb 2013 - Apr 2020 (7 years 2 months)
Built and led the Apple sales and repair division while overseeing technology across multiple locations. Grew the business to more than $2M annually and designed an imaging server capable of deploying 30 Macs simultaneously, performing thousands of Apple repairs as an Apple Certified Repair Technician.
Education
Degrees, certifications, and relevant coursework
Texas All-Lines Adjuster License
Adjuster License
Holds a Texas All-Lines Adjuster License. Details on issuance dates are not provided.
Apple Certified Repair Technician
Apple Certified Repair Technician
Earned Apple Certified Repair Technician credentials. No dates or specific coursework were provided.
Arizona State University Polytechnic Campus
Coursework
Completed coursework at Arizona State University Polytechnic Campus. The field of study and program duration were not provided.
Fountain Hills High School
High School Diploma
Earned a high school diploma from Fountain Hills High School. Graduation dates are not provided.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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