Brandon Sharp
Gilbert,AZ
Summary
Experienced Customer Engagement Specialist with a proven track record of ensuring seamless job processes from start to finish. I have gone through various leadership development programs and have facilitated training of all types to team members of all hierarchies. Skilled in identifying opportunities for growth and improvement through the use of analytics and data gathering. I have successfully managed all levels of customer debt collections and delinquencies, provided exceptional customer support, and offered valuable financial advice.
Overview
11
11
years of professional experience
Work History
CUSTOMER ENGAGEMENT SPECIALIST
BRIDGECREST
11.2023 - 04.2024
- Internal Promotion for specialized team who had proven leadership skills, critical thinking and excellent communication
- Analyzed recorded customer calls to identify growth and improvement opportunities
- Introduced new processes and provided coaching to agents, managers, and senior managers
- Created and delivered training materials, tutorials, and guides to improve job processes and customer interactions
- Developed strong project management skills supervising multiple projects
- Ensured strict adherence to company philosophy, mission statement, and sales goals
- Facilitated training materials, provided one-on-one coaching and provided in-person training
- Managed performance expectations through metrics and reporting to develop operational improvements to optimize efficiency for entire loan servicing department.
LOAN ADVISOR TIER 3
BRIDGECREST
05.2018 - 10.2023
- Managed all levels of customer debt collections and delinquencies
- Recognized as a leader and mentor within the department by consistently ensuring the attainment of performance goals, objectives, and expectations
- Provided customer support and financial advice, requiring proficiency in multiple systems
- Developed comprehensive portfolio management skills and implemented efficient workflows
- Demonstrated excellent verbal and written communication skills and strong public speaking ability
- Approached as 'high-potential' advisor & spent 2+ years developing leadership skills; creating team portfolios across multiple programs, mentoring new hires, running team calibrations, meeting with members of leadership regularly for mentorship, offering & implementing more efficient strategies to daily workflow.
CONTRACT RECRUITER
AMAZON
10.2017 - 12.2017
- Led new hire orientation events, delivered presentations, and communicated job specifics
- Processed I-9 forms and managed onboarding inquiries
- Strategically placed over 400 personally hired candidates, enhancing recruitment processes
- Exhibited great interpersonal skills and communication with all levels of management.
TECHNICAL MANAGER
STEVE'S APPLIANCE REPAIR
11.2015 - 01.2017
- Ongoing role with Foothills Appliance which is in CO
- Operated this new AZ location alongside Foothills Appliance by virtual and traveling methods
- Led the department by effectively communicating job expectations and evaluating performance
- Mentored and guided employees through coaching and counseling sessions
- Implemented and enforced comprehensive systems, policies, and procedures to enhance operational efficiency
- Demonstrated strong time management and multitasking abilities to ensure project completion and departmental success.
MANAGER
FOOTHILLS APPLIANCE REPAIR
06.2013 - 01.2017
- Led the team by clearly communicating job expectations and systematically evaluating performance, driving alignment with organizational objectives
- Acted as a mentor by providing coaching and counseling to employees, fostering a culture of continuous improvement and professional development
- Took initiative in implementing and enforcing comprehensive systems, policies, and procedures, enhancing operational efficiency and standard compliance
- Demonstrated exemplary leadership in time management and multitasking, successfully overseeing multiple projects and ensuring timely and effective completion of all departmental responsibilities.
Education
High School Diploma -
MCLAIN HIGH SCHOOL
01.2008
Trade: Graphic Design -
WARREN TECHNICAL COLLEGE
01.2008
Skills
- Microsoft Office Suite (Word, PowerPoint, Outlook, Excel Instructional Software)
- Training Facilitation
- Portfolio Management
- Cash Collection/Debt Collection
- Inbound/Outbound Dialing
- KPI Reporting
- Digital and In-person Coaching
- ACE Coaching Certified
- SOP Creation
- Public Speaking
- Instructional Design
- E-learning Module Development
- Technical Writing
- Customer Service
- Online Help Content Creation
- Project Management
- Multitasking and Prioritization
- Strong Interpersonal and Communication Skills
- Problem Analysis and Strategy Development
Additional Qualifications
- 7 years+ experience as a trainer, corporate training specialist, or related position.
- Proficient computer skills and experience with instructional software and teaching platforms.
- Adherence to company philosophy, mission statement, and sales goals.
- Strong project management skills with the ability to supervise multiple projects.
- Good interpersonal skills and communication with all levels of management.
- Able to multitask, prioritize, and manage time efficiently.
- Excellent verbal and written communication skills.
- Strong public speaking ability.
- Able to analyze problems and strategize for better solutions.
- Familiarity with the customer industry to evaluate workflows and design/deliver training.
- Vigilant in supporting positive cybersecurity postures in compliance with policies, procedures, standards, and guidelines.
Personal Information
Title: CUSTOMER ENGAGEMENT SPECIALIST
References
- Jessica Goss, Former Manager & Mentor, 623-521-5136
- Celita Pederson, Former Colleague, 480-665-9591
- Angali Michele, Former Manager, 720-326-9147
Timeline
CUSTOMER ENGAGEMENT SPECIALIST
BRIDGECREST
11.2023 - 04.2024
LOAN ADVISOR TIER 3
BRIDGECREST
05.2018 - 10.2023
CONTRACT RECRUITER
AMAZON
10.2017 - 12.2017
TECHNICAL MANAGER
STEVE'S APPLIANCE REPAIR
11.2015 - 01.2017
MANAGER
FOOTHILLS APPLIANCE REPAIR
06.2013 - 01.2017
High School Diploma -
MCLAIN HIGH SCHOOL
Trade: Graphic Design -
WARREN TECHNICAL COLLEGE
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