Brandon Shaw
Las Vegas
Summary
Experienced Supervisor bringing over 10 years of quality performance in customer support roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
18
18
years of professional experience
Work History
Aircraft Fueler
Menzies Aviation
10.2023 - Current
- Drove fuel trucks, hydrant carts and stationary carts to complete work.
- Kept equipment clean and functional with regular inspections and upkeep.
- Fueled airline equipment according to exact work orders.
- Completed documentation for work completed and fuel transferred or materials used.
Owner/Operator
GNB Details
09.2017 - 11.2020
- Owner/Operator of Automotive detailing and storage services
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Established foundational processes for business operations.
- Trained and developed team members to build human capital.
- Managed day-to-day business operations.
Customer Service Supervisor
Verizon Wireless
06.2014 - 02.2017
- Kept high average of performance evaluations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Retention Specialist
Verizon Wireless
03.2013 - 06.2014
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Security Guard
Park Bench Pub
03.2013 - 11.2015
- Responded quickly to incidents and assessed active situations for security concerns.
- Checked and verified photo identification prior to granting facility access.
- Reported irregularities such as fire and safety hazards to maintenance.
- Interacted assertively but non-confrontationally with personnel and general public.
Customer Service Representative
Verizon Wireless
01.2012 - 03.2013
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Price/Sign Manager
Toys"R"Us
11.2008 - 12.2011
- Transported merchandise to sales floor, stocked shelves, rotated merchandise and performed mark-downs to comply with company policy.
- Completed inventory accounts to keep records current and promote accurate ordering.
- Managed timely and effective replacement of damaged or missing products.
- Updated pricing by changing labels and signage for short-term promotions and final clearances.
Shipping and Receiving Associate
Hahn Automotive Warehouse
07.2007 - 10.2008
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Education
Associate of Applied Science - Business Administration
Monroe Community College
Rochester, NY05.2009
Skills
- Verbal and Written Communication
- Account Management
- Customer Service
- Personnel Training and Development
- Interdepartmental Collaboration
- Staff Management
- Client Relations and Retention
- Organizational Abilities
- Issue Resolution
- Customer Relationship Management (CRM) Software
References
Aaron Smith
Operations Manager
Menzies Aviation
Aaron.Smith@menziesaviation.com
(702)4858802
Tasha Matthews
Associate Director
Verizon Wireless
(734) 890-7831
Former direct supervisor
Sandy Cao
Customer Care Supervisor
Verizon Wireless
(585) 469-8396
Colleague
James Hizer
Technical Sergeant
US Air Force
(702) 307-9493
Personal Reference
Timeline
Aircraft Fueler
Menzies Aviation
10.2023 - Current
Owner/Operator
GNB Details
09.2017 - 11.2020
Customer Service Supervisor
Verizon Wireless
06.2014 - 02.2017
Retention Specialist
Verizon Wireless
03.2013 - 06.2014
Security Guard
Park Bench Pub
03.2013 - 11.2015
Customer Service Representative
Verizon Wireless
01.2012 - 03.2013
Price/Sign Manager
Toys"R"Us
11.2008 - 12.2011
Shipping and Receiving Associate
Hahn Automotive Warehouse
07.2007 - 10.2008
Associate of Applied Science - Business Administration
Monroe Community College
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