Brandon Lucciarini
Glendale
Summary
Results-driven team manager with a track record of improving member satisfaction and team performance. Expertise in leading diverse teams, managing escalated member inquiries, and implementing effective communication strategies. Committed to creating a collaborative atmosphere that drives service excellence and operational efficiency.
Overview
19
19
years of professional experience
Work History
Member Service Center Team Manager
Global Credit Union
Glendale
01.2024 - Current
- Led and developed 1-2 teams of 10-16 representatives, enhancing team effectiveness and collaboration.
- Provide world class member service
- Handle difficult/escalated calls
- Establish and maintain a positive Team environment
- Handle Interview/Hiring process for both Management and Representative positions
- Maintain transparency by having open lines of communication
- Facilitated team building events, strengthening team cohesion and morale.
Member Service Specialist
Global Credit Union
Glendale
05.2023 - 01.2024
- Delivered world-class customer service to enhance member satisfaction and loyalty
- Communicated clear and concise product and service knowledge to members and associates, facilitating informed decisions
- Exhibited professionalism in all interactions with members and associates, contributing to improved service quality.
- Perform any and all banking transactions for members
Flooring Installer
Keighers
Peoria
01.2012 - 03.2023
- Measured installation areas to cut flooring materials to fit.
- Created subfloors and leveled concrete and wood substrates.
- Inspected finished flooring to ensure quality standards were met.
- Maintained a clean and organized work area.
- Consulted with clients on-site to recommend appropriate flooring solutions.
- Coordinated with subcontractors and other trades to efficiently complete projects.
- Informed customers about proper maintenance of their newly installed floors including cleaning tips and techniques.
- Delivered customer service to build client comfort and confidence throughout project.
Recovery Agent
Alpha
Phoenix
01.2010 - 01.2012
- Monitored and located overdue accounts using computers and automated systems to ensure timely resolution.
- Notified customers of delinquent accounts via mail, telephone, and personal visits to solicit payments and address outstanding balances.
- Conferred with customers by telephone or in-person to determine reasons for overdue payments and to review terms of sales, service, or credit contracts.
- Traced delinquent customers to new addresses through inquiries at post offices, telephone companies, and credit bureaus, enhancing recovery efforts.
- Responded promptly to customer inquiries regarding their accounts.
Assistant Store Manager
Quik Trip
Glendale
01.2007 - 01.2010
- Coached employees on customer service and selling techniques, enhancing customer satisfaction and driving sales.
- Managed customer inquiries and complaints professionally and promptly, fostering positive customer relationships.
- Used proven customer engagement techniques to increase sales.
- Maintained organized store environment for customer and employee health and safety.
- Monitored inventory levels and ordering of stock to ensure shelves were adequately stocked.
- Directed employee tasks and time management, improving customer experiences.
- Helped set team performance standards to reach company objectives.
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees.
- Utilized data to identify sales opportunities and maximize profits.
Education
HIGH SCHOOL DIPLOMA -
Glendale
Glendale, ARIZONA05-2000
Skills
- Customer service
- Team leadership
- Training development
- Performance coaching
- Task delegation
- Deadline management
- Time management
- Attention to detail
- Critical thinking skills
- Safety procedures
- Materials estimation
- Clean work area maintenance
- Active listening
- Strong work ethic
- Team development
- Positive attitude
References
References available upon request
Timeline
Member Service Center Team Manager
Global Credit Union
01.2024 - Current
Member Service Specialist
Global Credit Union
05.2023 - 01.2024
Flooring Installer
Keighers
01.2012 - 03.2023
Recovery Agent
Alpha
01.2010 - 01.2012
Assistant Store Manager
Quik Trip
01.2007 - 01.2010
HIGH SCHOOL DIPLOMA -
Glendale