Brandon M. Billingsley
Dayton
Summary
17+ years of experience of call center management in customer service and sales. Skilled in coaching, and quality assurance. I am familiar with process improvement by analyzing data to drive team performance and enhance customer satisfaction. Experience in conducting interviews for prospective candidates. Experience training agents on new company system/program launches.
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
18
18
years of professional experience
Work History
Team Lead, Service Center
CareSource
06.2020 - 10.2025
- Lead and coach team to meet performance, compliance, and service goals.
- Use data and KPIs to identify trends, drive improvements, and boost efficiency.
- Conduct coaching sessions, performance reviews, and team meetings.
- Implement process improvements to enhance customer service.
- Conducted 5 -10 interviews monthly for Customer Care Specialist, assessing candidate qualifications and fit for team culture.
- Liaison for the Arkansas and Mississippi Medicaid markets as the primary point of contact between the Arkansas and Mississippi Market and call center. Ensuring comprehensive support, effective communication, and customer satisfaction.
Sr. Call Center Supervisor
InfoCision Management Corp.
04.2008 - 05.2020
- Managed sales/customer service team of 25+ agents.
- Monitored quality assurance and trained staff on sales and service strategies.
- Analyzed metrics and implemented productivity improvements.
- Conducted interviews, performance evaluations, and mentoring.
Intern
State Farm Insurance
06.2007 - 09.2007
- Supported clerical tasks and assisted with customer inquiries.
Education
B.S. - Organizational Leadership
Wright State University
01.2007
Skills
- Team leadership & staff development
- Call center operations & management
- Customer service & quality assurance
- Conflict resolution & escalations
- Sales strategy & performance metrics
- Process improvement & change management
- Interviewing skills
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
Timeline
Team Lead, Service Center
CareSource
06.2020 - 10.2025
Sr. Call Center Supervisor
InfoCision Management Corp.
04.2008 - 05.2020
Intern
State Farm Insurance
06.2007 - 09.2007
B.S. - Organizational Leadership
Wright State University