Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brandon Martin

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Delivery Driver

Slumberland
10.2023 - Current
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Maintained strong relationships with clients through proactive communication and personalized service.
  • Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
  • Reduced vehicle downtime and repair costs by performing routine maintenance checks and adhering to preventive measures.
  • Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
  • Streamlined delivery operations by collaborating with team members to develop efficient processes and procedures.

New Business Case Manager

Sammons
03.2023 - 10.2023
  • Improved client satisfaction by effectively managing new business cases and resolving issues promptly.
  • Streamlined processes for faster case resolution, resulting in increased efficiency and productivity.
  • Collaborated with cross-functional teams to develop innovative strategies for new business growth.
  • Enhanced team performance by providing ongoing training and support to junior case managers.
  • Conducted thorough market research, identifying potential opportunities for business expansion.
  • Developed strong relationships with clients, fostering trust and loyalty towards the company.
  • Utilized advanced project management tools, ensuring timely completion of tasks within budget constraints.

ECMO Complaints/ Executive

Wells Fargo, NA
02.2022 - 03.2023
  • Documented all actions performed and interactions with customers.
  • Completed in-depth research to investigate claims and resolve problems.
  • Monitored aging accounts and reached out to customers to discuss payments.
  • Assessed individual situations and developed effective and appropriate resolutions.
  • Developed innovative solutions to complex problems, resulting in improved organizational performance.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Streamlined complaint handling processes for increased efficiency and reduced response times.
  • Developed and implemented training programs to improve employee skills in managing customer complaints.
  • Streamlined complaint handling process for faster resolution and improved customer experience.
  • Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.

Executive Resolution Specialist

Wells Fargo
11.2020 - 12.2021
  • Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
  • Assisted with complaint gap analyses and risk assessments.
  • Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
  • Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
  • Managed high-priority cases, ensuring timely resolution and positive outcomes.
  • Reduced escalation rates by implementing proactive problem-solving techniques.
  • Improved customer retention through consistent delivery of exceptional service and support.
  • Developed comprehensive training materials to enhance the skills of junior team members.

Account Resolution Specialist

Wells Fargo
02.2019 - 11.2020
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations
  • Resolved problems, improved operations and provided exceptional service
  • Maintained energy and enthusiasm in fast-paced environment.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Effectively maintained a personal pipeline and prioritized cases accurately
  • MS Office
  • Troubleshooting computer and issues.
  • Answered incoming calls-Queued - Printed and mailed letters between calls - Outbound calls to customers between calls - Updated accounts and worked with other internal departments - QA written correspondence and procedures of others
  • Answered customer inquiries accurately - Sent written correspondence to the customer to resolve their issues
  • Sent customers requested confidential documents - Called customers to gather information
  • Followed company policies and procedures to complete cases.
  • Updated accounts and worked with other internal departments to complete tasks.
  • Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
  • Managed high-priority cases, ensuring timely resolution and positive outcomes.
  • Collaborated with cross-functional teams to develop effective strategies for issue resolution.
  • Reduced escalation rates by implementing proactive problem-solving techniques.

Technical Support Specialist

Wells Fargo
12.2015 - 02.2019
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Submitted service tickets for equipment maintenance requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Assisted in the development of internal knowledge base articles to expedite issue resolution for both peers and customers.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.

Education

High School Diploma -

Colfax-Mingo High School
Colfax, IA
07.2009

Skills

  • Microsoft Office
  • Computer skills
  • Maintenance & Repair
  • Organization and Time management
  • Customer Service
  • Strong ability to multitask
  • Great attention to detail
  • Service Quality Standards
  • Government Regulations
  • Analytical and Critical Thinking
  • Managing Delinquent Accounts
  • Problem Investigations
  • Closing Procedures
  • Credit and Collections
  • Updating Customer Accounts
  • Functional Requirements Expertise
  • Knowledge of Product Features
  • Onsite Evaluations
  • Technology Resource Integration
  • Vehicle Maintenance
  • Quality Assurance
  • Payment Collection

Timeline

Delivery Driver

Slumberland
10.2023 - Current

New Business Case Manager

Sammons
03.2023 - 10.2023

ECMO Complaints/ Executive

Wells Fargo, NA
02.2022 - 03.2023

Executive Resolution Specialist

Wells Fargo
11.2020 - 12.2021

Account Resolution Specialist

Wells Fargo
02.2019 - 11.2020

Technical Support Specialist

Wells Fargo
12.2015 - 02.2019

High School Diploma -

Colfax-Mingo High School

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Brandon Martin