VP IT - Member Experience, CVS

Brian is responsible for providing architectural design, development, and support to the channels customers choose to engage with in the contact center including inbound and outbound IVR oversight for 9,600 stores and telecom oversight for 23 contact center locations. With 550M inbound calls per year, Brian improved the deflection rate from the previous 65M calls per year to a total of 90M calls per year being deflected.