Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brandon Lick

Glendale,AZ

Summary

Dedicated and reliable employee with a proven track record of success in various roles. Experienced in thriving under pressure within a national organization, overseeing employee training and development, and consistently achieving sales, customer service, and quality targets.

Overview

2024
2024
years of professional experience

Work History

Chief Executive Officer/Owner

Software Priced Right
05.2015 - 10.2023
  • Managed day-to-day business operations.
  • Developed strong relationships with clients, resulting in increased customer satisfaction and repeat business.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks / Performed troubleshooting to correct computer hardware and software malfunctions.
  • Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
  • Conducted root cause analysis of technical issues, implementing preventative measures for future occurrences.
  • Addressed employee and managerial concerns and implemented corrective actions to promote compliance.
  • Coached and guided senior managers to improve employee job satisfaction and achieve higher performance levels.
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
  • Maintained sufficient inventory levels to meet customer demands at all times.
  • Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Managed financial, operational and human resources to optimize business performance.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Monitored key business risks and established risk management procedures.
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Directed technological improvements, reducing waste and business bottlenecks.
  • Analyzed industry trends and tracked competitor activities to inform decision making.
  • Initiated strategy to drive company growth and increase market share and profitability.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Established foundational processes for business operations.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled escalations to assist employees, clients and maintain excellent customer service / Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.


Operations Manager

SoftwareCreek
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Increased profit by streamlining operations.
  • Developed and maintained relationships with external vendors and suppliers.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Took cash and credit card payments via phone, in person, and through email.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Attracted potential customers by answering questions and suggesting information about other products and services.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Mentored new sales associates to contribute to store's positive culture.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Educated staff on strategies for handling difficult customers and challenging situations.

Technical Support Representative

Cox Communications
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Managed high levels of call flow and responded to technical support needs.
  • Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Boosted team morale and efficiency, organizing regular training sessions on latest tech trends.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched and identified solutions to technical problems.

Customer Service Representative

GoDaddy
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Resolved technical issues promptly, ensuring minimal disruption to website performance and user satisfaction.
  • Engaged with clients to plan and optimize site issues and queries.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Biller

Scottsdale Collection Services
  • Checked insurance eligibility by making appropriate phone calls and conducting research on services rendered.
  • Kept all patient information secure and confidential.
  • Executed billing tasks and recorded information in company databases.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Verified insurance of patients to determine eligibility.
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Filed and updated patient information and medical records.

Education

Business Management -

Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ

High School Diploma - undefined

Apollo High School
Glendale, AZ

Skills

  • Team leadership / Teamwork and collaboration / Staff management
  • Customer service
  • Problem-solving
  • Time management
  • Regulatory compliance
  • Customer relationship management (CRM)
  • Shift scheduling / Staffing oversight
  • Key performance indicators
  • Resource allocation
  • Salesforce management
  • Documentation and reporting
  • Staff development / Performance management
  • Recruiting and interviewing / Employee onboarding

Timeline

Chief Executive Officer/Owner

Software Priced Right
05.2015 - 10.2023

High School Diploma - undefined

Apollo High School

Operations Manager

SoftwareCreek

Technical Support Representative

Cox Communications

Customer Service Representative

GoDaddy

Biller

Scottsdale Collection Services

Business Management -

Maricopa Community Colleges, Rio Salado Community College

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Brandon Lick