BRANDON SILER
Summary
Versatile Senior Manager specializing in Customer Service & Sales.Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Forward-thinking Senior Manager adept at managing teams of 30 employees with 15 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SENIOR MANAGER, CUSTOMER ACCOUNTS SALES & MARKETING
TAT TECHNOLOGIES
GREENSBORO, NC
12.2022 - Current
- Lead and mentor a team of 4 Customer Account Managers to deliver outstanding customer service and achieve sales goals
- Develop an in-depth detailed understanding of the customer organization, its needs, threats, opportunities, priorities, both on the organization and individuals
- Create a culture and process which achieve the business goals and objectives with regards to providing the highest level of customer service
- Build and develop a team of individuals dedicated to creating personal relationships with existing accounts that are not managed at the TAT group level, to maintain current and create new growth opportunities through new capabilities and/or product line expansion
- Cultivate strong trusted advisor relationships with internal and external customers, connecting with stakeholders and preparing sales reports
- Negotiate contracts and close agreements to maximize profits
- Deliver sales presentations to new and existing clients
- Achieved 80% of sales target, nearly doubling it in the month of July
- Data analysis for marketing and advertising strategies
- Marketing/advertising on Business LinkedIn
- Partner Cross Functionally with Finance, Sales, Marketing, Operations, purchasing, supply chain to negotiate and influence customer improvements
- B2B and B2C Sales.
OPERATIONS MANAGER, Patient Services
BIOGEN
DURHAM, NC
06.2019 - 12.2022
- Lead and mentor a team of 20 Case Managers to deliver outstanding customer service and achieve sales goals
- Responsible for approx $3M in yearly revenue through patients graduating onto commercial products, as well as, internal team budgets to achieve financial targets
- Develop and implement strategies to enhance customer satisfaction, resulting in a 60% increase in customer service rates
- Surpassed 15 departmental goals by exercising superb leadership, developing regional business plans, validating metrics and identifying leading indicators and action plans to achieve targets
- Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets
- Strategic accountability for territories and act as thought partner for overall Division manager in determining strategies to achieve targets
- Assess environmental signals and potential impact to strategy, and recommend mitigation plans
- Work directly with Sales Regional Director to providing timely sales analytics including weekly pipeline analysis, forecasting, and sales results
- 1 overall portfolio for 3 years.
SENIOR SUPERVISOR, CUSTOMER SUPPORT
BIOGEN
DURHAM, NC
01.2018 - 06.2019
- Lead and mentor a team of approximately 15-25 direct reports managing the patient lifecycle processes for approximately 4-6 commercial products
- Solve customer issues that may arise across all therapy areas and all process workgroups within the area of responsibility
- Coach team members and drive performance to achieve business targets
- Develop assessment and resource plans, act as a liaison and partner with internal departments (quality, training, compliance, reporting, etc.) to ensure optimal support and programs are provided
- Develop business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets
- Strategic accountability in the management of incoming call volume
- Conduct regular performance reviews, provide constructive feedback, and implement training programs to develop team members' skills.
EAST COAST SITE MANAGER
NEWELL RUBBERMAID/ENDICIA
HIGH POINT, NC
05.2014 - 04.2017
- Lead and mentor a team of approximately 15-20 customer service representatives to deliver outstanding customer service
- Assured service goals are met or exceeded through coaching, feedback, and development
- Provided statistical reporting and trending on service KPIs and metrics
- Developed day-to-day continuous process improvement tactics
- Created and presented strategies, to all levels of leadership, associated with order management process improvements
- B2B and B2C Sales
- Work cross-functionally to maintain and improve upon Salesforce.com integrations & data integrity to support overall business processes
- Elevated team ranking to perform among the top 10% in North America and top 5% in Canada.
SENIOR CUSTOMER SERVICE SUPERVISOR
NEWELL RUBBERMAID/ENDICIA
HIGH POINT, NC
05.2014 - 09.2015
- Lead and mentor a team of approximately 20-30 customer service representatives to deliver outstanding customer service
- Identified quality and procedural issues and provided solutions to resolve such issues
- Responsible for four product brand lines with a total of 20 customer service representatives
- Facilitated ongoing training with newer employees and more tenured employees as needed
- Conduct regular performance reviews, provide constructive feedback, and implement training programs to develop team members' skills and competencies
- Actively participated in hiring for the department and termination of any employee under my direct responsibility.
SENIOR CUSTOMER SERVICE SUPERVISOR
PAREXEL INTERNATIONAL
DURHAM, NC
04.2013 - 05.2014
- Monitored CSR calls and various reports through Business Objects for errors
- Ran CSR committee to address morale and other issues within the department
- Point of contact, trainer and scheduler for the department's ongoing data entry project
- Interviewed potential subjects for recruitment studies for GSK, Lily, Merck and Synergy
- Aided in the enrollment of subjects, and site information into company databases
- Assisted with the startup of studies within the department through editing and testing scripts for cohesiveness and logic.
Education
BACHELOR OF SCIENCE IN JOURNALISM & MASS COMMUNICATIONS -
NORTH CAROLINA A&T UNIVERSITY
05.2013
Skills
- Strategic Planning
- Business Performance Management
- Reporting Oversight
- Budget Oversight
- Talent Development
- Cross-Functional Communication
- Cross-Functional Team Leadership
- Reporting Management
- Training and Mentoring
- Account Management
- Project Management
- Relationship Building
- Product Knowledge
- Sales Proficiency
- Customer-Focused
- CRM Software
- Expertise in Sales
- Team Building and Leadership
- Customer Service
- Social Media Monitoring
- Customer Relations
- Decision-Making
- Time Management
- Client Relations and Retention
- Customer Relationship Management (CRM)
- Continuous Improvement
- Skilled Multi-Tasker
- Problem-Solving
- Territory Sales Management
- Pipeline Management
- Vendor Management
- Sales Reporting
- Client Relationship Management
- Sales Territory Growth
- Key Account Management
- Market Analysis
- Operations Planning
- Revenue Forecasting
- Sales Tracking
- Lead Generation
- Sales
- Contract Negotiations
- Goal Setting
- Marketing
- Sales Presentations
- Sales Management
- Territory Management
- Brand Management
- Negotiation and Conflict Resolution
Certification
Six Sigma Green Belt Certification (2011)
Accomplishments
- Vice Presidents club
- DE&I award
- Region of the year
- #1 region and portfolio for 3 years
- 2 time market leader award
- CEO Top Talent award
- Leadership Champion award
References
References available upon request.
Timeline
SENIOR MANAGER, CUSTOMER ACCOUNTS SALES & MARKETING
TAT TECHNOLOGIES
12.2022 - Current
OPERATIONS MANAGER, Patient Services
BIOGEN
06.2019 - 12.2022
SENIOR SUPERVISOR, CUSTOMER SUPPORT
BIOGEN
01.2018 - 06.2019
EAST COAST SITE MANAGER
NEWELL RUBBERMAID/ENDICIA
05.2014 - 04.2017
SENIOR CUSTOMER SERVICE SUPERVISOR
NEWELL RUBBERMAID/ENDICIA
05.2014 - 09.2015
SENIOR CUSTOMER SERVICE SUPERVISOR
PAREXEL INTERNATIONAL
04.2013 - 05.2014
BACHELOR OF SCIENCE IN JOURNALISM & MASS COMMUNICATIONS -
NORTH CAROLINA A&T UNIVERSITY