Brandon Williams
Summary
Experienced operations specialist with a focus on escalations and training initiatives. Strong analytical abilities lead to improved customer satisfaction and enhanced team performance. History of driving operational excellence through workflow enhancement and support.
Overview
11
11
years of professional experience
Work History
Merchant Engagement Manager
Block Inc.
10.2022 - Current
- Streamline processes for identifying, tracking, and resolving dissatisfied seller issues, while maintaining adherence to internal quality and compliance standards.
- Conduct a root-cause analysis on repeat seller escalations, tracking data trends to develop targeted process improvements that reduce recurrence and improve accuracy.
- Support internal quality control initiatives by reviewing merchant interactions across multiple channels (voice, email, chat), and ensuring policy adherence and customer experience alignment.
- Develop and maintain tracking documentation and sampling frameworks that support quality review consistency, and audit readiness.
- Collaborate with leadership to compile quality performance summaries and improvement recommendations, presented to senior stakeholders.
Advanced Support Specialist
Block Inc.
10.2021 - 11.2022
- Navigated complex and high-risk seller escalations, requiring compliance validation, documentation accuracy, and policy alignment.
- Conducted detailed case reviews to identify systemic gaps, and recommended procedural adjustments to improve response quality and adherence to operational standards.
- Supported internal sampling efforts for call and case audits to ensure statistically valid insights for quality reporting.
- Partnered with operations and leads to standardizing escalation management procedures, improving turnaround time, and CSAT results.
- Produced weekly summaries for leadership, highlighting performance metrics, common failure points, and opportunities for proactive training.
- Delivered coaching to team members, reinforcing quality review findings, and promoting consistent adherence to process documentation.
Corporate Care, Escalations Advocate
Brightstar Corp.
06.2019 - 10.2021
- Monitored and reported on customer complaint trends, performed root-cause analysis, and provided recommendations for quality and process improvements.
- Proactively identified opportunities for improvement and worked cross-functionally to implement effective solutions, enhancing customer experience.
- Resolved highly escalated concerns in contact center operations through technical support, troubleshooting, and data collection and analysis.
- Conducted internal quality assessments of escalation handling accuracy, improving first-contact resolution, and reducing complaint volume by 20%.
- Examined, documented, and addressed challenging assignments using a combination of email correspondence, outbound phone conversations, chat support functions, and the Zendesk platform to ensure comprehensive problem-solving.
Customer Care Rep II
Anthem Inc.
05.2016 - 06.2019
- Successfully led a team of 25 Customer Care Representatives through training, motivation, and coaching initiatives.
- Functioned as a facilitator for classroom training, showcasing diverse teaching techniques.
- Organized open house events, conducted interviews with potential candidates, and provided comprehensive new-hire orientation.
- Enhanced employee performance by assessing their progress through mentoring, one-on-one meetings, and monitoring customer interactions.
- Conducted a thorough analysis of workflows and procedures, identifying areas for improvement in efficiency and quality.
- Monitored and documented project advancements while driving process enhancements.
- Updated trends and call driver reporting.
Customer Service Lead
Advance Financial
05.2015 - 06.2016
- Oversaw daily retail operations, ensuring transaction accuracy, compliance with disclosure requirements, and privacy policy adherence.
- Conducted risk-based reviews of financial transactions exceeding $200K to identify discrepancies, and ensure audit readiness.
- Trained new employees on compliance standards, quality procedures, and customer support best practices.
- Analyzed workflow and cash-handling processes, recommending design improvements that enhanced quality and efficiency.
Education
Sociology A.S. -
Nashville State Community College
Business Administration, Human Resources Management B.S. -
Western Governors University
Master of Science, Digital Marketing -
Western Governors University
Skills
- Retention Strategies
- Process improvement
- Root cause analysis
- Customer service
- Data Analytics
- Business development
- Quality control
- Workflow optimization
- Performance coaching
- Quality management
- Consultative support
Timeline
Merchant Engagement Manager
Block Inc.
10.2022 - Current
Advanced Support Specialist
Block Inc.
10.2021 - 11.2022
Corporate Care, Escalations Advocate
Brightstar Corp.
06.2019 - 10.2021
Customer Care Rep II
Anthem Inc.
05.2016 - 06.2019
Customer Service Lead
Advance Financial
05.2015 - 06.2016
Sociology A.S. -
Nashville State Community College
Business Administration, Human Resources Management B.S. -
Western Governors University
Master of Science, Digital Marketing -
Western Governors University