Brandon Garner
Shawnee,KS
Summary
Results-oriented leader with years of experience managing high-performing customer support and success teams in fast-paced environments. Proven track record in scaling teams, optimizing operations, and delivering exceptional customer experiences. Skilled in CRM systems, data analysis, and workforce management. Praised for driving team success through KPIs, innovative process improvements, and a collaborative, customer-focused approach.
Overview
14
14
years of professional experience
Work History
Hospice Liason
ACG Hospice
Overland Park, KS
11.2023 - Current
- Marketed hospice services through cultivating relationships with 120+ senior care facilities, physicians, and community organizations, driving month-over-month referral growth.
- Developed and implemented processes to improve provider relations, including uptraining programs for staff.
Multiple Managerial Roles (Details Below)
H&R Block
Kansas City, MO
01.2013 - 07.2023
- Developed and implemented customer service policies and procedures to ensure quality customer service delivery.
- Monitored customer inquiries, input, and complaints to identify emerging trends and recommend process improvements.
- Coordinated with internal teams to develop strategies for resolving customer issues effectively.
- Developed Standard Operating Procedures (SOPs) to enhance efficiency and ensure a seamless customer experience.
- Leveraged Microsoft Suite tools to create monthly reports for senior management, summarizing operational performance metrics.
- Coached, mentored, and trained team members to improve their job performance and foster their career advancement.
Manager, Social Media Customer Support
H&R Block
05.2020 - 07.2023
- Led a 20-member team managing client inquiries on social media, reducing response time from 5 to 3.5 minutes while maintaining consistent brand voice and quality.
Manager, Retail Client Escalations
H&R Block
05.2019 - 07.2023
- Directed a team of 30 in resolving escalated client issues, achieving a 90% call handle rate, and reducing complaint resolution time by 1 day, contributing to increased client retention.
Manager, Client Retention
H&R Block
08.2017 - 07.2023
- Built a retention-focused team that generated $3.7 million by decreasing client attrition and implementing cross-functional retention strategies.
Manager, Financial Services Field Support
H&R Block
05.2016 - 06.2019
- Oversaw an 80-associate team, delivering omnichannel support for financial products.
- Improved customer satisfaction (CSAT) by 10%, and advanced service level metrics, earning a promotion based on performance.
Associate Manager & Manager, Collections
H&R Block
01.2013 - 06.2019
- Developed and led a 20-member collections team from pilot to production, optimizing processes to collect an average of $2.6 million annually in tax preparation fees.
Supervisor, Consumer/Corporate Card Collections
US Bank
Overland Park, KS
08.2010 - 01.2013
- Led a top-performing, 25-member collection team, consistently surpassing targets and achieving high-performance rankings through strategic coaching and performance monitoring.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Education
Bachelor of Fine Arts - Graphic Design
University of Kansas
Yellow Belt Certification -
Lean Six Sigma
Certification in Prompt Engineering for ChatGPT -
Vanderbilt University
Skills
- Salesforce CRM
- NICE Analytics
- WorkDay
- Workforce Management
- Microsoft 365 (Teams, Excel, PowerPoint)
- Khoros Social Media Tool
Timeline
Hospice Liason
ACG Hospice
11.2023 - Current
Manager, Social Media Customer Support
H&R Block
05.2020 - 07.2023
Manager, Retail Client Escalations
H&R Block
05.2019 - 07.2023
Manager, Client Retention
H&R Block
08.2017 - 07.2023
Manager, Financial Services Field Support
H&R Block
05.2016 - 06.2019
Multiple Managerial Roles (Details Below)
H&R Block
01.2013 - 07.2023
Associate Manager & Manager, Collections
H&R Block
01.2013 - 06.2019
Supervisor, Consumer/Corporate Card Collections
US Bank
08.2010 - 01.2013
Bachelor of Fine Arts - Graphic Design
University of Kansas
Yellow Belt Certification -
Lean Six Sigma
Certification in Prompt Engineering for ChatGPT -
Vanderbilt University
Similar Profiles
Shayna NehringShayna Nehring
RN at ACG HospiceRN at ACG Hospice
Mackenzie TownleyMackenzie Townley
CNA at ACG HOPICECNA at ACG HOPICE
Stacie TackettStacie Tackett
General Manager at ACG IhopGeneral Manager at ACG Ihop
Breonna AmisBreonna Amis
AR Manager / Construction Project Coordinator at Neighbors ConstructionAR Manager / Construction Project Coordinator at Neighbors Construction
Roslyn LawtonRoslyn Lawton
Fraud Credit Card Case Processor at US Bank Service CenterFraud Credit Card Case Processor at US Bank Service Center