Brandon Gorger
VANCOUVER,WA
Summary
Highly successful professional delivering results in Business Development and Management positions, most recently in high-paced financial services, totaling 15+ years in Customer Service and Supervisory/Management roles.
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Collaborative leader with dedication to partnering 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.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Security Control Center (SCC) Manager
U.S. Bank
01.2023 - Current
- Lead and manage the 3rd Shift team responsible for monitoring all U.S Bank and U.S Bancorp systems worldwide
- Lead in fast-paced environment requiring coordination of company resources and outside agencies, including law enforcement, fire, Emergency Medical Services and Guard Services
- Demonstrated experience in change management, including working with staff to implement updates and modifications
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Lead and assist in projects such as scheduling, leading New Hire orientation and aiding in the assessment and implementation of internal policies and procedures to ensure compliance with applicable laws and regulations
- Streamlined workflows by identifying bottlenecks in existing systems, procedures and processes and proactively addressed these challenges through appropriate solutions implementation.
- Conducted behavioral-based coaching strategies including guidance, support and recommendations to direct reports and other Lines of Business while assisting in the enforcement of U.S Bank security protocols.
- Create strong relationships with operators and leaders alike, involved with the entire interview process across multiple roles, lead New Hire Orientations to help the onboarding process become as smooth as possible.
Service Manager
U.S. Bank
12.2019 - 01.2023
- Lead 18-25 front-line employees, both on-site and virtually, supporting inquiries in Retail Banking, Digital Servicing, Business Banking and Wealth Management Banking.
- Implemented behavioral-based coaching plans to highlight areas of success/opportunity.
- Demonstrated experience in change management, including working with staff to implement changes.
- Monitor staff and schedule adherence while maintaining expected service levels, goals, and metrics.
- Created strong relationships with bankers and leaders alike, involved with the entire interview process across multiple roles, lead weekly New-Hire Workshops to help the onboarding process become as smooth as possible, trainings, etc., all while maintaining acceptable levels of KPI’s for the group with whom I managed.
Interim Service Manager
U.S. Bank
02.2019 - 12.2019
- Inserted as team lead by upper management, within several groups during this time, as preparation and coaching to become a permanent Service Manager.
- Responsible for development and maintaining relationships with employees from each team while also working with them to create individual development plans to further their professional growth.
- Lead a team for a month and brought them to No.4 within the company during this time.
- Lead another team working nights and was hired permanently while leading them in December 2018.
Sr. Banker, Fraud Liaison Center
U.S. Bank
02.2018 - 02.2019
- Assisted bankers and management, in different roles, through resolutions to daily questions, becoming a focal point for escalations and volunteering myself as a resource for cross-functional team projects with other departments and managers
- Develop and maintained relationships at varying levels from peers to Sr. Bankers.
- Ensured that quality metrics were being met to ensure time as Sr. Banker was well spent.
- Maintained effective communication with all necessary parties involved in department directly and outside of it.
Fraud Liaison Center Banker
U.S. Bank
10.2016 - 02.2018
- Managed inbound phone calls from all U.S Bank customers wanting to file fraud claim(s) including but not limited to, I.D Theft, Check Fraud, ACH Fraud, Consumer Report Disputes, etc.
- Knowledge of business acumen, policy, and procedures for every type of fraud claim being filed.
- Built relationships with customers by getting claims filed in a timely manner, ensuring quality and proficiency while maintaining communication both internally and externally throughout the process.
- Acted as liaison by obtaining updates on fraud claims by contacting interoffice departments to relay information to customers, give reassurance and expected estimated time of completion.
Education
Skills
- Strategic Planning
- Business Administration
- Policy Implementation
- Operations Management
- Staff Development
- Performance Management
- Time Management
- Verbal and Written Communication
Timeline
Security Control Center (SCC) Manager
U.S. Bank
01.2023 - Current
Service Manager
U.S. Bank
12.2019 - 01.2023
Interim Service Manager
U.S. Bank
02.2019 - 12.2019
Sr. Banker, Fraud Liaison Center
U.S. Bank
02.2018 - 02.2019
Fraud Liaison Center Banker
U.S. Bank
10.2016 - 02.2018
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