Brian Zotti is a customer experience architect who blends analytics and innovation to transform customer and employee experiences that deliver bottom-line results in the education/ training, e-Commerce, and financial services industries. His high-achieving nature, analytical thinking, bias for action, and deep expertise building and leading multi-channel contact centers has fueled his 20-year career earning 8 promotions over a 10-year period.
Aware of the continuously evolving customer and market conditions, Brian is recognized for his ability to stay at the forefront of leading edge technology, operational best practices, talent requirements, and builds cultures that encourage curiosity, critical-thinking, and continuous improvement. Currently, Brian is the Senior Vice President of Services and Operations at i-CAN Consulting, which he and three partners helped start in 2015. In his role, Brian works with C-level and senior executives to develop and implement strategies to drive growth, achieve scale, reduce costs through efficiencies, and increase profits. A multi-industry professional, Brian's experience includes Healthcare, Higher Education, EdTech, and Financial Services industries in start-up, growth, and turnaround environments.
Brian is the Senior Vice President of Services and Operations at i-CAN Consulting, which he started with three partners in 2015. Brian works with C-level and senior executives to develop and implement strategies to drive growth, achieve scale, reduce costs by gaining efficiencies, and increase profits. A multi-industry professional, Brian's vertical expertise is in Higher Education, EdTech, e-Learning, Financial Services, and Healthcare in start-up, growth, and turnaround environments.
Industry and organization types Brian works with include:
Ed Tech: One of the fastest growing EdTech companies in the world
Brian is responsible for driving the revenue growth strategy and operating activities, as well as, identifying new customer markets for products and services in the US and international markets.
Financial Lending and Services : Rapidly growing national home loan FSB
Brian took on an interim Senior Vice President of Customer Operations role overseeing 500 employees across multiple locations in a high volume, multi-channel operation, highly regulated operation. There he launched a new 150-person contact center operation out of state, led vendor sourcing and implementation to handle overflow work, and instituted cost management controls and process improvements to reduce overall cost to serve by 31%.
SaaS: Global health and wellness SaaS firm
Brian led a broad network of executive-level stakeholders to institute effective performance management systems, improve processes, optimize the use of technology, launch new contact center channels, overhaul the contact center technology and customer management solutions and processes, designing best-in-class servicing and sales strategies, enabling rapid growth on a global scale.
Prior to starting i-CAN Brian was recruited by Ashford University, one of the largest, publicly traded education providers in the world, to serve as Senior Vice President of Services and Operations. There, Brian successfully led the organization through a high-stakes turnaround. He led a $1B revenue operation, managed a team of 7 Vice Presidents and over 1500 employees across multiple locations in a high-volume contact center environment. He was also a key member of the organization's Executive Committee and Chair of the high-profile Student (customer) Retention and Graduation Committee. Brian represented the organization before members of its city, state, and federal legislature, the accreditation association, and reported routinely to the Board of Directors.
Other roles Brian's held include the following in reverse chronological order:
At Zenith Education Brian was hired as Vice President of Continuous Improvement where he analyzed talent, systems, processes and the overall strategy for all customer-facing business units and present his findings and recommendations to C-suite executives and the Board of Directors. The financial, customer experience, and compliance improvements generated from the approved plans Brian led had significant positive impacts, earning him a promotion to Senior Vice President of Shared Services just one year after joining Zenith.
Brian built a team of specialists with world-class talent offering a suite of shared services including business intelligence and reporting, quality assurance and compliance, market and competitor insights, strategic planning, six sigma process improvement, project management office (PMO), contact center operations, and vendor management.
At Kaplan Inc. Brian created an culture of continuous improvement and innovative problem-solving throughout the organization. He reengineered a 300+ seat Financial Aid Servicing department that dramatically improved contact service levels, and reduces outstanding bad debt from $6MM per month to under $1MM. He was promoted to Sr. Director of Strategy and Operations by the end of his first year and went on to take a struggling business unit that included sales. service, product, and marketing and within 6 months Brian significantly grew customer market share and the business unit's’ revenue and profit margins earning him a second promotion in two years, to Executive Director for European Online Operations in London, UK.
Brian began his career at Capital One Bank where he worked for 8 years overseeing large contact center operations and production services, including Quality Assurance, Workforce Management, and Project Management, Process Improvement, Training, and Vendor Management for the Auto-Finance and US Card lines of business.
Brian is a graduate of The College of William and Mary, where he earned his Bachelor of Arts in Government, and minor in Philosophy, and was earned a spot in the highly selective, United States Supreme Court internship program.
He is a Six Sigma Green Belt, earned certifications in Project Management, Change Management, Work Systems Redesign, and Contact Center Operations, and plans to complete Stanford's Executive Program this year.
Brian is actively involved in supporting a variety of causes such as literacy, youth mentoring, animal care, and LGBTQ civil rights. He's sat on several Boards of Directors, most recently as Board Treasurer of DIversionary Theatre.