Brandon Bossert
Columbia,TN
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
WM
06.2025 - Current
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Built rapport with customers through active listening, empathy, and personalized interactions
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Upsold additional products or services to customers based on their needs and preferences
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed customer orders and account changes using CRM systems to ensure accuracy and efficiency.
- Educated customers on service offerings, promoting sustainable practices and company initiatives.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Emerging Store Manager
Walgreens
Franklin, TN
02.2024 - 04.2025
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Managed inventory levels, optimizing stock availability and minimizing shrinkage.
- Led team training sessions, enhancing staff performance and customer service skills.
- Analyzed sales data to identify trends, driving strategic decisions for product placement.
- Resolved customer complaints effectively, fostering a positive shopping experience and loyalty.
- Developed schedules for staff, ensuring adequate coverage while managing labor costs efficiently.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Assistant Manager
MAPCO/Circle K
Franklin, TN
06.2023 - 02.2024
- Process monetary transactions, and input end of day reporting for sales throughout given day
- Handle and maintain customer relations and process monetary transactions
- Facilitate and place orders for incoming product that is needed; while tracking inventory
- Work hand in hand with sales associates to maintain consistent steady workflow
- Led team in daily operations, ensuring optimal customer service and operational efficiency.
- Developed training programs to enhance staff performance and improve service standards.
- Implemented inventory management systems, reducing waste and improving stock accuracy.
- Analyzed sales trends to identify opportunities for promotional campaigns and inventory adjustments.
- Enhanced store presentation by executing visual merchandising strategies that increased customer engagement.
- Mentored new hires on operational procedures, fostering a culture of teamwork and accountability.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Corporate Account Specialist
US Foods
03.2022 - 05.2023
- Assisted in inventory
- Worked closely with Sales, Replenishment, Logistics and Operations to products arrived on time for Customer
- Partook in daily tasks such as monitoring high volume intake of data and processed it efficiently to maintain orders inbound for receiving
- Processed daily reports to help maximize secure transition
- Managed corporate account relationships, ensuring exceptional customer satisfaction and retention.
- Analyzed client needs to develop tailored solutions that enhance product offerings and services.
- Coordinated cross-functional teams to streamline order processing and improve service delivery efficiency.
- Implemented strategic initiatives to optimize inventory management, reducing operational costs significantly.
- Conducted regular performance reviews of accounts, identifying opportunities for upselling and cross-selling products.
- Facilitated communication between departments to resolve issues quickly and maintain service excellence.
- Monitored industry trends to maintain a competitive edge in delivering top-notch services to clients.
- Presented regular reports on account performance, highlighting successes and opportunities for improvement.
- Contributed to team brainstorming sessions focused on driving innovation while working towards shared goals.
- Facilitated smooth onboarding experiences for new clients by coordinating efforts between various departments during implementation phases.
- Implemented strategies to increase customer retention rates, fostering loyalty among key accounts.
SWAT Customer Care Coordinator Lead
US Foods
09.2021 - 03.2022
- Assisted in standing up a team of 18 temporary 'SWAT' resources to provide extra help to 'red markets'
- Create and deliver formal and informal ongoing training on variety of systems and processes
- Coach team to performance standards resulting in more than 40% conversion rate to permanent employees
- Serve as the company-wide Broadcast Specialist by delivering time sensitive late route notifications using the Dial My Call (DMC) and e-Commerce blast technology requiring great attention to detail with more than 100K broadcasts made to date
- Work on multiple time sensitive projects that allow for a wide spectrum look at all phases of the food service industry
- Work independently and with team flexibly adapting works hours to meet project and company objectives
- Developed training materials for new hires, improving onboarding efficiency and support skills.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Customer Service Representative
US Foods
Phoenix, AZ
01.2020 - 09.2021
- Demonstrated outstanding leadership skills on the team and was relied upon by manager for high-level projects
- Worked closely with customers, Sales, Replenishment, Logistics and Operations to ensure customer satisfaction
- Demonstrated ability to have difficult conversations with customers and sellers related to operational challenges
- Processed high volume of emails and service requests using Sous CRM while also taking high volume of inbound calls
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed customer orders and account changes using CRM systems to ensure accuracy and efficiency.
- Educated customers on service offerings, promoting sustainable practices and company initiatives.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction scores.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Account Specialist
SHAMROCK FOODS
Phoenix, AZ
09.2018 - 11.2019
- Categorized background information prior to order processing
- Multi-tasked to maintain structure during extreme high time constraints using time management to control schedule
- Partook in daily tasks such as monitoring high volume intake of data and processed it efficiently to maintain orders going out to warehouse
- Processed daily reports to help maximize secure transition
- Coordinated communication between sales, operations, and clients to streamline workflows.
- Implemented strategies to optimize inventory management and reduce discrepancies.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Collaborated with cross-functional teams to design custom solutions, meeting unique client needs and driving satisfaction.
Customer Care Representative
Shamrock Foods
Phoenix, AZ
01.2016 - 09.2018
- Participated in team effort to provide a secure and professional work environment
- Processed emails and managed high volume of inbound calls
- Monitored high volume credit intakes and worked to maintain other processes in team environment
Resident Service Agent
HOME PROPERTIES
Rochester, NY
01.2003 - 12.2017
- Informed and applied various sales techniques to acquire new leads
- Managed proactive and reactive web chats while meeting company deadlines or quotas
- Exhibited timely, accurate, and detailed work ethic to resolve issues within 200 apartment districts
- Managed hundreds of inbound phone calls while exhibiting notable skill in multitasking i.e. following up and providing transparent information to clients, staff and prospective residents via digital communication; handling service requests and resolving issues etc.
Education
High School Diploma - General Studies
Greece Athena High School
Rochester, NY06.2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Order processing
- Team development
- Documentation
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Live chat support
- Dispute Resolution
Timeline
Customer Service Representative
WM
06.2025 - Current
Emerging Store Manager
Walgreens
02.2024 - 04.2025
Assistant Manager
MAPCO/Circle K
06.2023 - 02.2024
Corporate Account Specialist
US Foods
03.2022 - 05.2023
SWAT Customer Care Coordinator Lead
US Foods
09.2021 - 03.2022
Customer Service Representative
US Foods
01.2020 - 09.2021
Account Specialist
SHAMROCK FOODS
09.2018 - 11.2019
Customer Care Representative
Shamrock Foods
01.2016 - 09.2018
Resident Service Agent
HOME PROPERTIES
01.2003 - 12.2017
High School Diploma - General Studies
Greece Athena High School