Brandon Luellen
Computer Science Student
Quinton,VA
Summary
Results-driven and versatile customer experience professional with extensive experience in financial environments. Proven record of implementing innovative solutions that significantly impact the bottom line. Excels in process analysis and improvement in cross-functional environments to resolve complex issues. Communicates concepts in a clear and concise manner and quickly establishes rapport and credibility with diverse groups at all levels.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
Work History
Principal Advocacy Coordinator
Capital One, N.A
Richmond, VA
06.2020 - Current
- Successfully assisted with training 3 new hire classes, helping them quickly acclimate into their roles
- Created a platform for associates to provide feedback on procedures which led to greater policy understanding and procedure updates
- Assisted Small Business Digital Resolutions Team with debit card risk assessment and card cancellation process
- Selected for a lend program with the Small Business Digital Resolutions Team which allowed for deeper cross-departmental knowledge.
- Provided input for documentation on new or existing systems.
Senior Advocacy Coordinator / Retail Small Business
Capital One, N.A
Richmond, VA
11.2018 - 06.2020
- Successfully skilled in 4 call queues to be able to assist a variety of customers with our different product types
- Achieved a top 3 NPS score during 2 quarters of my first year in the position
- Accel at meeting
- KPIs and ended 2019 with an average QA score of 95.00%
- Successfully assisted with training a new hire class to help them quickly acclimate into the role.
Assistant Manager
Buffalo Wild Wings
Richmond, VA
01.2018 - 07.2018
- Led a training program which allowed all managers to become more involved with interdepartmental training of staff
- Managed a team during our largest day of sales for the year (Superbowl) leading to the #2 overall sales for the day in the franchise.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
Shift Lead
Buffalo Wild Wings
Richmond, VA
09.2017 - 01.2018
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Education
BS - Computer Science
Southern New Hampshire University
Hooksett, NH 03.2021 - Current
Skills
Programming
Affiliations
National Society of Leadership and Success - Member
Timeline
BS - Computer Science
Southern New Hampshire University
03.2021 - Current
Principal Advocacy Coordinator
Capital One, N.A
06.2020 - Current
Senior Advocacy Coordinator / Retail Small Business
Capital One, N.A
11.2018 - 06.2020
Assistant Manager
Buffalo Wild Wings
01.2018 - 07.2018
Shift Lead
Buffalo Wild Wings
09.2017 - 01.2018
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