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Brian Leggs

@brianleggs

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Strategic, Results-driven Leader Transforming Underperforming Teams and Developing Leaders.

United States

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What I'm looking for

Seeking a leadership role that leverages my expertise in transforming underperforming teams and developing leaders, while fostering an environment of continuous growth and development.

As a seasoned operations expert, I have a proven track record of driving operational excellence, improving customer experience, and achieving ambitious goals. With a passion for empowering others through compassionate leadership, I foster an environment of continuous growth and development. My expertise lies in navigating complex challenges with a balanced approach to performance and well-being.

Throughout my career, I have successfully transformed underperforming teams, built high-performance cultures, and developed leaders. My ability to drive results, improve customer experience, and achieve goals has earned me a reputation as a strategic and results-driven leader.

I am dedicated to creating an environment of psychological safety and growth mindset, where teams can thrive and reach their full potential. With a strong background in business process optimization, change management, and conflict resolution, I am well-equipped to navigate complex challenges and drive success in any organization.

Experience

Work history, roles, and key accomplishments

Director of Customer Service

Comcast Corporation

Aug 2020 - Dec 2023 (3 years 4 months)

Led Enterprise operations managing KPIs for Customer Care and Change of Service teams. Oversaw 175+ staff, orchestrated training programs, and improved operational efficiency, achieving significant reductions in Average Handle Time and enhancing employee engagement.

Performance Management Change Management Leadership Development Customer Engagement Data Driven Decision Making Conflict Resolution Cross Functional Collaboration

Senior Manager of Customer Success

Comcast Corporation

Jun 2019 - Jul 2020 (1 year 1 month)

Oversaw National Accounts team, managing KPIs and enhancing engagement strategies. Transformed team performance through process reviews and automation, significantly reducing ticket volume and improving resolution times.

KPI Strategy Team Leadership Process Improvement Automation Customer Success Performance Metrics Change Management Conflict Resolution Employee Engagement Cross Functional Collaboration

Senior Manager of Customer Experience

Comcast Corporation

Feb 2016 - May 2019 (3 years 3 months)

Managed daily operations for Mid-Market Enterprise, focusing on KPIs and developing a leadership pipeline. Improved customer satisfaction and internal partnerships while achieving high employee satisfaction scores.

KPIs Leadership Development Customer Satisfaction Employee Engagement Process Optimization Change Management Cross Functional Collaboration Performance Management Conflict Resolution

Customer Experience Manager

Comcast Corporation

Sep 2013 - Jan 2016 (2 years 4 months)

Led operations for Mid-Market Enterprise, enhancing customer experience through structured hiring and training programs. Pioneered NPS integration, significantly improving employee satisfaction and meeting SLA goals.

Customer Experience Hiring NPS Customer Satisfaction SLA Management Team Leadership Process Improvement Conflict Resolution Cross Functional Collaboration

Supervisor, Customer Care

Comcast Corporation

Mar 2004 - Aug 2013 (9 years 5 months)

Managed teams of technical agents in a residential call center, focusing on productivity metrics and customer service quality. Developed strategies to improve performance and customer satisfaction.