Brent is product manager for Forecasting and Enhanced Strategic Planner (ESP) and has been in the workforce management industry for 24 years. He is an International Customer Management Institute (ICMI) Certified Associate and Consultant and a Workforce Management Software Group (WFMSG) Certified Consultant 1. Additionally, while with ICMI, he provided strategic and tactical consulting and training for contact center organizations in a variety of industries.
Brent’s operational experience includes overseeing the technical and “virtual” operations of Greyhound Lines’ multi-site, 24/7/365, contact center operation and in a Workforce Manager role with Convergys (now, Concentrix), supporting up to 20 programs at any given time. Brent graduated from St. Louis University with a B.S. in Aerospace, is a former U.S. Air Force Pilot and veteran of Desert Shield/Desert Storm.