Summary
Overview
Work History
Education
Timeline
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BRANDON LEHMAN

Operations Leader
Coral Springs,FL

Summary

Director of Operations and tactical leader with12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans. Results-driven and resilient in developing teams while improving processes and increasing productivity. Talented in identifying shortcomings in business operations, developing strategies, and executing with efficiency. Customer oriented with strategic and analytical approach to solving problems, successful project collaboration and change management, and technical expertise. Strong communicator, aptly connecting with those at all levels of expertise. Motivated and able to learn very quickly. Proficient with Salesforce, NetSuite, Microsoft suite and many other business software platforms.

Overview

14
14
years of professional experience
4
4
years of post-secondary education

Work History

Director Financial Settlement Services

Morgan And Morgan
03.2023 - Current
  • Lead a team of 4 direct and 42 indirect reports closing financial aspects of legal cases. Expanded team from 12 employees to 42.
  • Team closed 16,700 cases in the first year.
  • Drove procedural creation, productivity, and process improvement.
  • Enhanced existing risk mitigation strategies via new process flow in Salesforce.
  • Facilitated cross-functional collaboration for improved UX/UI design, training improvement, and enhanced provider management.
  • Lead creation of department SOP and training curriculum.
  • Provided mentorship and guidance to 4 direct reports in their first role as leaders.
  • Held in person trainings for attorneys and case staff throughout the company on new procedures.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.

Operations Manager

Electrical Supplies Inc
02.2016 - 03.2023
  • Developed and implemented training programs for sales staff on current product changes, software upgrades, and vendor sales programs.
  • Project Manager responsible for new ERP software and webstore for e-commerce platform.
  • Utilized Google analytics to drive traffic to our e-commerce platform
  • Coaching and advising sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
  • Assisted sales staff growing sales $4.5M, a 15% increase year over year through continuous training, monitoring sales KPIs, and process improvement.
  • Strategize with manufacturers' sales representatives on new product launches, current sales goals, and working on future strategies.
  • Responsible for recruiting, training, and coaching of new hires at three locations with frequent travel between locations for IT work.
  • Point of contact for escalated interpersonal, HR, and insurance issues for 70 employees
  • Initiated and managed the transition for a new ERP solution to replace the current aged software system
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Training coordinator for all three branches for new ERP software, both pre and post transition.
  • Handled all insurance claims for the company including automotive and workman's comp.
  • Created company safety plan reducing accident rate by 70% thus lowering insurance rates and reducing insurance claims by $1.2M over 3 years.

Inbound Sales Manager

Tigerdirect.com
08.2010 - 02.2016
  • Provided leadership, coaching and monitoring for a team of 10 sales agents daily, assisted the Director of Sales Operations in coaching and motivating sales agents in achieving attachment-based goals, and project managed cross selling initiatives
  • Supervision of 60 inbound sales agents in a high-volume call center while directly coaching a team of ten agents
  • Provided post-call feedback and training via live monitoring of calls and post-sale reviews
  • Oversaw international customer service call center team of thirty agents and twenty local customer service agents
  • Point of contact for escalated customer service and sales issues
  • Assessed call center employees based on KPIs to meet call center standards (attachment, gross sales, close rate)
  • Provided continuous coaching to call center team members
  • Managed and distributed leads to the team for outbound sales calls
  • Drove sales numbers through coaching, analyzing sales numbers, and lead generation
  • Ensured call center coverage, allocating resources depending on call, chat, or email queue
  • Maintained a 40% upsell rate with an average of 100 contacts per day
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
  • Maintained high levels of product knowledge and solutions to convert casual shoppers into customers.
  • Provided large scale solutions to business customers.
  • Negotiated prices, terms of sales and service agreements.

Education

BAS - Business Supervision and Management

Miami Dade College
Miami, FL
01.2014 - 05.2018

Timeline

Director Financial Settlement Services

Morgan And Morgan
03.2023 - Current

Operations Manager

Electrical Supplies Inc
02.2016 - 03.2023

BAS - Business Supervision and Management

Miami Dade College
01.2014 - 05.2018

Inbound Sales Manager

Tigerdirect.com
08.2010 - 02.2016

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BRANDON LEHMANOperations Leader