Brandi Wade
Atlanta,GA
Summary
Insightful, Creative and Results Driven. Possess background in Management, Team Leadership, Retail, and Customer Service. Directs and improves operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends. Talented leader with analytical approach to business planning and day to day problem solving.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Supervisor
Iron Mountain
03.2018 - Current
- Supervisor of 2 Teams (JP Morgan Chase Account as well as DMS/ Digital Media Scanning Team
- 100% Attainment
- 99% Task SLA
- 98% CSAT
- Participant in : CSR Pilot for Sales Force Dashboard (2018)
- Developer of 13 Salesforce templates providing a simplified process in transitioning a customer's account thus far reducing agent case handling time length
- 2019- Participant in One Time Shred Workout in Boston, MA (focused on Process Improvement & Implementations for the One Time Shred Department)
- November 2019 Lean Six Sigma Yellow Belt Certified
- Training over 50 agents for multiple departments (One Time Shred, JPMC, IMCSS, DMS)
- Creator of SKP PowerPoint tool (providing agents an understanding on the basics of SKP order placement and Management
- Creator of OMS Workflow (provides step by step instructions for the agent's to follow when it comes to placing logistics orders in OMS system)
- Creator of the Escalation Email Template Workflow (provides several templates covering various escalation scenario's that encourages the agent to disclose the asks and why's of their email requests in efforts to get problems resolved in a timely manner)
- Creator of the One Stop Shop for the JPMC team (Google Sheets application provided for the team that provides easier access to JPMC workflows, tools and resources all via 1 location. It also is a training tool available to anyone for an understanding of the JPMC department and its processes. It links to our workflows located in Google docs and auto updates whenever updates & changes are added)
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
Assistant Store Manager
Tuesday Morning
11.2018 - 03.2021
- Surpassed business targets regularly through employee engagement and forward-thinking planning
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Agent
Insight Global (temp To Hire With Iron Mountain)
08.2017 - 03.2018
- 100% Task Attainment
- 98.5% CSAT
- Daily average of 9 new cases
- Provided a one point of contact experience throughout the customer's first service (covering self service set up, order placement for service, ensuring that service was completed, billing)
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change
Branch Manager
Best Bank
06.2012 - 05.2017
- Hired, Trained, and Managed a team of 6 employees
- 90% CSAT
- Maintained a personal rate of $60K in Fraud prevention
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
• Acquired Top 50 Recognition 5 out of 7 months of the program being honored within the company
• Averaged 119 new account openings each month
• Averaged 96% rate in accomplishing goal
• 98% Branch Audit Rate
Store Manager
RadioShack
01.2011 - 04.2012
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
Customer Service Representative
Verizon Wireless
05.2008 - 12.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
Operational Scanner
Adecco
05.2007 - 01.2008
- Gathered, sorted and scanned documents to enter into computer system.
Store Associate
Campus Book And Supply
06.2005 - 05.2007
- Maintained tidy and organized store to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Balanced and organized cash register by handling cash, counting change.
Education
BBA - Business Management
Eastern Michigan University
Ypsilanti, MI12.2009
Skills
- Six Sigma Principles
- Process Improvement Initiatives
- Project Management
- Leadership
- Quality Standards
- Key Performance Indicator's (KPI's)
- Team Monitoring
- Team Building
- Training and Development
- Performance Motivation
- Office Suites ( G Suite and Microsoft Office)
- Adobe Illustrator and Photoshop
- Slack, Zoom, Skype
Certification
Lean Six Sigma Yellow Belt Certified
Timeline
Assistant Store Manager
Tuesday Morning
11.2018 - 03.2021
Supervisor
Iron Mountain
03.2018 - Current
Agent
Insight Global (temp To Hire With Iron Mountain)
08.2017 - 03.2018
Branch Manager
Best Bank
06.2012 - 05.2017
Store Manager
RadioShack
01.2011 - 04.2012
Customer Service Representative
Verizon Wireless
05.2008 - 12.2009
Operational Scanner
Adecco
05.2007 - 01.2008
Store Associate
Campus Book And Supply
06.2005 - 05.2007
BBA - Business Management
Eastern Michigan University
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