Summary
Overview
Work History
Education
Skills
Timeline
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Brandon Campbell

Dallas,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the print and mail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Client Service Analyst

Conduent Business Services
Plano, TX
01.2013 - Current
  • Supporting HCSC client contract with annual revenue of $20MM+ since 2015. Played integral role in 4 year $40MM contract renewal.
  • Support average of 35 customer change request per year driving additional 10MM impressions in monthly volume and $500k in technical support revenue over course of contract.
  • Serving as solution consultant, subject matter expert, and critical tester to all HCSC projects including major platform migration. Manage projects with cross-functional team members including Print Operations, Fulfillment, Application Development, and Production Control.
  • Managing and documenting client calls (5 per week) including projects, inventory, production updates, and postage.
  • Managing multiple vendor relationships that directly impact HCSC including PSI and Zelis.
  • Analyzed client disputes and offered solutions to fit client and company expectations.
  • Acted as lead party for external calls, client visits, RFP activities, and portal demonstrations and training.
  • Regularly graded in my role as "Consistently Exceeds Expectations".
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Answered average of 50+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Shift Lead

Xerox
Farmers Branch, TX
08.2009 - 01.2013
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Enforced company policies and regulations with employees.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.

Print Operator

Xerox
Farmers Branch, Texas
07.2006 - 08.2009
  • Set up and operated digital printers
  • Multi-tasked to keep all assigned projects running effectively and efficiently.
  • Examined job orders to determine quantity, stock specifications, colors and special printing instructions.
  • Inspected machines and performed repairs.
  • Reviewed completed orders for quality and accuracy.
  • Documented finished work to keep supervisors informed of production activities.
  • Double-checked completed work and staged in appropriate areas for supervisor approval, final binding and product distribution.

Education

High School Diploma -

Thomas Jefferson High School
Dallas, TX
05.2003

Skills

  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Customer Experience
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Microsoft Office Outlook, Excel, Powerpoint, OneNote, Adobe
  • Call Documentation
  • Understanding Customer Needs
  • CIS / DOCS / USPS / Mail Consolidation SME

Timeline

Client Service Analyst

Conduent Business Services
01.2013 - Current

Shift Lead

Xerox
08.2009 - 01.2013

Print Operator

Xerox
07.2006 - 08.2009

High School Diploma -

Thomas Jefferson High School

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Brandon Campbell