Brandon W. Howard
Indianola
Summary
Dynamic professional with extensive experience in the Financial, Insurance, and Retail sectors, demonstrating a strong ability to adapt quickly to new challenges. Proven track record of successfully managing relationships with established companies, supported by a solid work ethic and commitment to excellence. Recognized for building long-term partnerships grounded in honesty, integrity, and mutual respect. Results-oriented individual dedicated to driving success through effective collaboration and strategic communication.
Overview
31
31
years of professional experience
Work History
Direct Support Professional
11.2025 - Current
- Administer medications to customers at the appropriate times to maintain medication management.
- Work with the customers during increased times of symptoms.
- Make sure to have arrangements in place if a customer has an appointment or needs for transportation in the community.
- Maintain a clean and safe living environment.
- Documentation of notes for each customer in CareVoyant to ensure proper billing.
Senior Advocacy Specialist
Intoxalock
01.2021 - 07.2025
- Research, contact and de-escalate customers that left a negative review on our social media sites, such as Trustpilot.
- Maintain a minimum standard of seven upgrades per pay period.
- Resolve and respond to BBB complaints while following the rules and regulations of each state.
- Review and resolve Attorney General complaints to avoid future medica escalation.
- Manage the customer advocacy team inbox, prioritizing leadership escalations and time sensitive issues.
- Respond to and resolve state complaints while adhering to guidelines and promoting an effective working relationship.
Customer Experience and Procedure Specialist
Intoxalock
Urbandale, IA, USA
08.2019 - 01.2021
- Provide agent support ensuring that all compliance regulations and internal policies are met on customer interactions.
- Work as the intermediary between Customer Service and all other departments in lieu of agents.
- Track and identify coaching opportunities and essential feedback to the department leadership team and respective associates. IE: Tracking the root cause of the escalation.
- Identify trends to make appropriate training recommendations to enhance productivity and customer experience.
- Making customer contacts to resolve outstanding issues escalated through the Support line.
Client Service Manager
Principal Financial Group
Des Moines, USA
08.2007 - 10.2008
- Oversee daily operations of assigned clients retirement plans with over 750 million in plan assets.
- Work with the liaison in the call center to ensure all plan guidelines are followed by call center representatives.
- Work directly with the client, relationship manager, compliance, investment consulting firms and attorney to ensure all annual testing is done per IRS as well as plan guidelines to ensure quality checks and balances are followed.
Assistant Manager
Principal Financial Group
Des Moines, IA, USA
07.2006 - 08.2007
- Formal leader for a team of 20-30 in a call center environment taking calls on retirement plans.
- Conduct monthly one on one, and team meetings to cover their statistics and department expectations.
- Conduct annual performance and merit reviews for each team member.
- Coach each individual to help obtain and maintain numbers to meet department expectations.
Retirement Specialist/Senior Retirement Specialist
Principal Financial Group
Des Moines, IA, USA
03.2003 - 07.2006
- Answer inbound calls from retirement plan participants handling inquiries, updating records, processing transactions and resolve any other issues as they arise.
- Help educate participants on investment choices, increase deferrals and asset retention.
Shift Manager/Manager of Store Operations
Hy-Vee Food Stores
IA
08.1995 - 03.2003
- Responsible for day to day operations for the store as a whole.
- Wrote the schedule for the grocery department and oversaw the schedules for the side departments.
- Worked directly with vendors on bulk buys for sales and marketing campaigns.
- Processed quarterly inventory to maintain proper growth and revenue for each department while keeping labor under control.
- Oversaw the marketing and display planners for upcoming sales and events.
- Responsible for interviewing and training all new employees.
Education
High School Diploma -
Indianola High School
Indianola, Iowa1992
Skills
- Customer Service
- Call Center Experience
- Management
- Microsoft Suite
- Leadership
- Coaching
- Networking
- HR Collaboration
- Process Implementatiom
- Client support
- Behavior redirection
- Behavioral management
Timeline
Direct Support Professional
11.2025 - Current
Senior Advocacy Specialist
Intoxalock
01.2021 - 07.2025
Customer Experience and Procedure Specialist
Intoxalock
08.2019 - 01.2021
Client Service Manager
Principal Financial Group
08.2007 - 10.2008
Assistant Manager
Principal Financial Group
07.2006 - 08.2007
Retirement Specialist/Senior Retirement Specialist
Principal Financial Group
03.2003 - 07.2006
Shift Manager/Manager of Store Operations
Hy-Vee Food Stores
08.1995 - 03.2003
High School Diploma -
Indianola High School
2021 Delivering Amazing Service Winner
Named 2021 Delivering Amazing Service Award with Intoxalock, voted by the Executive Committee. Trust Pilot rating went from a 4.52 to 4.71 in one year with 70% of the upgrades that determine that number