Brendan Collins
About Brendan Collins
Brendan Collins is the Contact Center & Conversational AI Capability Lead for Worldwide Omnichannel Capabilities at Bristol Myers Squibb, with over 20 years of experience in the contact center and CRM operations industry.
Title and Current Role
Brendan Collins serves as the Contact Center & Conversational AI Capability Lead for Worldwide Omnichannel Capabilities at Bristol Myers Squibb. He is based in Lawrence Township, New Jersey, United States. In this role, he is responsible for leading the implementation of conversational AI solutions and enhancing customer interaction capabilities within the organization.
Previous Roles at Bristol Myers Squibb
Before his current position, Brendan Collins held two other significant roles at Bristol Myers Squibb. From 2018 to 2020, he was the Associate Director, Multi-Channel Capability Lead, in Princeton, NJ, where he managed multi-channel customer service operations. Prior to that, he served as Manager, Contact Center Hub from 2013 to 2018 in Plainsboro, NJ, focusing on managing contact center operations.
Experience at Novartis and Other Companies
Brendan Collins worked as a CRM Operations Consultant at Novartis from 2005 to 2013, gaining extensive experience in CRM operations for the pharmaceutical industry. Before that, he was Assistant Director, Client Services (Pfizer) at SYKES from 2002 to 2005 and an Account Manager at DialAmerica Marketing from 2001 to 2003. He started his career as a Sr. Account Executive at Lenfest Group from 1998 to 2001.
Educational Background
Brendan Collins holds a Bachelor of Science degree in Business from Mount St. Mary's University. He completed his secondary education at Salesianum School. His academic background has provided a strong foundation for his extensive career in contact center and CRM operations.
Industry Experience and Contributions
With over 20 years of experience in the contact center and CRM operations industry, Brendan Collins has played a key role in implementing omnichannel strategies and conversational AI solutions at Bristol Myers Squibb. He has worked on CRM operations and client services for major pharmaceutical companies, including Pfizer and Novartis, highlighting his extensive expertise and contributions to the field.