Brian Malcolm
About
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Vice President of Customer Success at Gifthealth
Missouri, United States
Résumé
Jobs
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Vice President of Customer SuccessGifthealthJul 2025 - Current (1 year 1 month)- Chief Client Success OfficerNational Debt Relief LLCOct 2023 - Aug 2025 (1 year 11 months)
- Senior Vice President - Call Center OperationsKeyBankNov 2021 - Oct 2023 (2 years)As the Senior Vice President of Call Center Operations, I led all consumer service contact center operations, overseeing critical areas including Mortgage, Automotive, Deposit, Sales, Credit Card, and Third Party services. My role involved driving sales initiatives and ensuring exceptional customer success through effective account management and third-party management strategies. Additionally, I leveraged my experience with B2B SaaS, specifically supporting KeyBank’s SaaS offering, KeyVAM, to enhance operational efficiency and service delivery within the call center environment. This integration of technology and service excellence allowed us to meet and exceed customer expectations consistently.
- Senior Vice President - Care Center OperationsPNCMay 2019 - Nov 2021 (2 years 7 months)As Senior Vice President of Care Center Operations, I led the strategic direction and management of customer service initiatives, ensuring exceptional service delivery and customer satisfaction across all touchpoints. My role involved overseeing account management processes and implementing strategic planning to enhance operational efficiency and drive customer success. Additionally, I supported the PINNACLE platform, PNC Bank's business banking solution, which is recognized as a B2B SaaS platform, thereby integrating technology-driven solutions to improve service offerings and streamline operations.
- Vice President of Call Center StrategyPNCFeb 2017 - Nov 2021 (4 years 10 months)As Vice President of Call Center Strategy, I was responsible for developing and implementing strategic initiatives that enhanced customer service and optimized call center operations. I led a team focused on account management and customer success, ensuring that our services met the evolving needs of our clients. Additionally, I oversaw the integration of Pinnacle, PNC’s B2B SaaS solution for business banking clients, which my team supported, further aligning our call center strategies with the technological advancements in the industry. This initiative not only improved operational efficiency but also elevated the overall customer experience, reinforcing our commitment to excellence in service delivery.
- Country Lead - Global Head of Virtual OperationsConcentrixOct 2015 - Feb 2017 (1 year 5 months)As the Country Lead - Global Head of Virtual Operations, I was responsible for overseeing all aspects of the top-performing "Work At Home" operations team in North America, which included P&L ownership, client relations, KPI performance, sales, solution architecture, and leadership development, managing a global workforce of over 10,000 FTE. I focused on driving sales and enhancing customer relationship management (CRM) strategies to ensure client satisfaction and retention. Additionally, I developed leadership programs to cultivate talent within the organization, fostering a culture of continuous improvement. My expertise in solution architecture allowed me to design and implement effective operational strategies tailored to client needs.
- Chief Operating OfficerNeoVox GlobalJan 2010 - Oct 2015 (5 years 10 months)As Chief Operating Officer, I created an Inbound/Outbound BPO company that Avaya rated in the top half percent in the nation for call center technology. I was responsible for designing and implementing all client solutions, handling contract negotiations, and delivering impactful sales presentations. Successfully onboarded 13 new clients across three different centers, spanning multiple industries including Finance, Wholesale, Retail, Electronics, Government, and Telecommunications. My efforts gained national recognition for achieving unmatched KPIs for one of the largest pre-paid debit card companies in the U.S. Additionally, I managed P&L responsibilities and departmental budgets, ensuring financial health and operational efficiency. I al
- Director Client ResultsArise Virtual Solutions IncJan 2009 - Jan 2010 (1 year 1 month)As the Director of Client Results, I was responsible for the overall success of a 5,000 FTE "At-Home Agent" call center handling business calls for AT&T Mobility. I ensured that all KPIs were met by driving accountability, developing processes, and creating robust action plans. My role included managing all P&L and budget responsibilities, which contributed to achieving top CSAT metrics for all AT&T centers in our first month of production. I consistently exceeded all monthly and yearly goals while successfully driving the cost per call lower than any current on-shore center within AT&T. Additionally, I expanded the account by incorporating various business types, including chat and email support. I also implemented a new Avaya switch to me
- Site DirectorAttJan 2007 - Dec 2009 (3 years)Responsible for leading and developing multiple management teams within a 650 seat call center which included: New Hire, Attendance, Payroll, Technical Support, Customer Care and Operations. Lead a team responsible for automating 95% of all call center reporting saving the company millions. Managed a team that handled reporting for all AT&T call centers, internal and vendor. Launched the largest and best performing tier 2 technical support desk. Created an employee development model that is now used throughout the organization.
- SSite DirectorSiriCOMM IncFeb 2005 - Jan 2007 (2 years)A wireless services and applications provider to the transportation industry, with a network of over 480 Hot Spots at major truck stops. Was responsible for all customer service and site maintenance teams for SirriCOMM.
- GSite ManagerGreat Barrier Reef ISPJan 2000 - Jan 2005 (5 years 1 month)Managed a small call center in the U.S and over seas for GBR. Was responsible for all aspects of customer service and technical support.
Publications
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- AAvaya - RushCard Case Study