BRANDON TYRUS
Decatur,GA
Summary
Highly motivated and experienced Customer Service Representative with 10 years of expertise in delivering exceptional customer support, technical support, troubleshooting, resolving escalated issues, and mentoring junior team members. Adept at managing high-volume inquiries, improving customer satisfaction, and implementing process enhancements. Strong problem-solving, communication, and leadership skills with a proven track record of exceeding performance goals.
Overview
2026
2026
years of professional experience
Work History
LEASE EXPERIENCE ADVOCATE
TOYOTA FINANCIAL SERVICES
2021 - Current
- Assisted customers in understanding lease terms, financing options, and end-of-lease processes.
- Processed lease agreements, ensuring accuracy and compliance with company policies.
- Worked closely with credit analysts to facilitate lease approvals and address customer concerns.
- Provided proactive customer service to enhance satisfaction and lease renewal rates.
- Resolved customer disputes regarding lease terms, fees, and vehicle returns.
- Switch tasks as needed based on the current needs of the department.
- Partner with other departments within and outside of Customer Solutions to support both the customer and the company.
- Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution.
- Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities.
- Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company.
GLOBAL SERVICE CENTER SPECIALIST
GEOBLUE INSURANCE
2018 - 2021
- Assisted patients traveling internationally with appointment scheduling, referrals, and insurance inquiries, ensuring high patient satisfaction.
- Verified patient insurance coverage and processed prior authorizations for medical procedures.
- Maintained patient confidentiality and compliance with HIPAA regulations.
- Handled 40-60 calls on average per day
- Performed first-line troubleshooting for customers by taking ownership of all customer interactions, utilizing appropriate follow-through, and logging all customer interactions for escalated matters
- Creation of end user accounts and setting permissions.
DATA ENTRY/TRANSCRIPTION
BLUEPRINT INC
01.2014 - 2018
- Increased data entry accuracy by implementing new quality control measures and training protocols.
- Streamlined data management processes, resulting in improved efficiency and reduced errors.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified the accuracy of data entered in systems to produce error-free reports.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Developed data entry policies and procedures in compliance with company standards.
- Used computer software to store and retrieve data.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Championed the adoption of advanced technological tools that significantly improved workflow efficiency while minimizing system downtime incidents.
- Mastered clear and concise communication skills via email and chat (Zendesk).
Education
Bachelor of Science - Computer Technology and Network Systems Administration
ITT TECHNICAL INSTITUTE
Atlanta01.2014
Skills
- Customer Support & Conflict Resolution
- Call Center & Help Desk Operations
- Escalation Handling & Issue Resolution
- Team Leadership & Training
- CRM & Ticketing Systems (Salesforce, Zendesk)
- Process Improvement & Efficiency
- Data Entry & Documentation
Timeline
DATA ENTRY/TRANSCRIPTION
BLUEPRINT INC
01.2014 - 2018
LEASE EXPERIENCE ADVOCATE
TOYOTA FINANCIAL SERVICES
2021 - Current
GLOBAL SERVICE CENTER SPECIALIST
GEOBLUE INSURANCE
2018 - 2021
Bachelor of Science - Computer Technology and Network Systems Administration
ITT TECHNICAL INSTITUTE