Brig Barker
About Brig Barker
Brig Barker serves as the Director of Support Operations at Weave HQ, where he has worked since 2019. He has extensive experience in technical support and operations, having previously held various roles at Weave HQ and Captive-Aire Systems.
Current Role at Weave
Brig Barker serves as the Director of Support Operations at Weave HQ, a position he has held since 2019. In this role, he oversees the support operations team, ensuring efficient service delivery and customer satisfaction. His responsibilities include developing strategies to enhance support processes and implementing systems that facilitate effective communication between agents and customers.
Previous Experience at Weave
Prior to his current role, Brig Barker worked at Weave HQ in various capacities. He was the Director of Support from 2015 to 2019, where he managed support teams and improved operational workflows. He also served as a Technical Support Manager for nine months in 2015 and as a Technical Support representative for 11 months from 2014 to 2015, contributing to the development of support systems and customer service initiatives.
Career Background in Technical Sales
Before joining Weave, Brig Barker worked at Captive-Aire Systems as a Technical Sales professional from 2007 to 2014. His role involved engaging with clients to understand their needs and providing tailored solutions. This experience equipped him with skills in customer interaction and technical problem-solving, which he later applied in his support roles.
Educational Qualifications
Brig Barker holds a Bachelor of Science degree in Technology Management with an emphasis in Drafting & Design from Utah Valley University, which he completed from 2003 to 2007. He also earned a Master of Business Administration (MBA) in Management & Strategy from Western Governors University in 2012. His educational background provides a solid foundation for his roles in operations and management.
Technical Skills and Contributions
Brig Barker has implemented and deployed Zendesk as a ticketing system at Weave HQ, integrating it with call center telephony systems. He designed a comprehensive ticket classification system to analyze customer needs and developed agent engagement metrics to enhance team performance. Additionally, he utilized Erlang calculation tools for forecasting agent headcount and created custom dataflows using Domo ETL tools for business intelligence reporting.