Summary
Overview
Work History
Skills
Affiliations
Accomplishments
Timeline
Generic

Brayden Flygare

Spanish Fork,UT

Summary

Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

3
3
years of professional experience

Work History

Escalation Expert

Sunrun
Lehi, Utah
10.2024 - Current
  • Managed all damage related cases. Scheduling, settlements, & ensuring customer experience
  • Performed research on customer inquiries prior to escalating them for further review.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Developed effective communication plans between clients and internal teams during an escalation situation.
  • Investigated customer complaints and identified root cause of the issue.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
  • Managed multiple customer accounts simultaneously while providing superior service.
  • Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.

Field Performance Coordinator

Sunrun
Lehi, UT
06.2022 - 10.2024
  • Managed scheduling of the R&R process entirely, including scheduling, checking production, and closing cases.
  • Coordinated with other departments to ensure projects were completed on time and within budget.
  • Resolved customer complaints or answered customers' questions.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Responded promptly to all customer inquiries regarding availability or schedule changes.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
  • Set and confirmed customer appointments.
  • Provided guidance to team members regarding best practices related to scheduling tasks.
  • Entered information into system to update status reports.

Associate Field Performance Coordinator

Sunrun
Lehi, UT
08.2021 - 06.2022
  • Managed the first stage of R&R's creating cases, sending quotes, & updating cases
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Coordinated with other departments to ensure projects were completed on time and within budget.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
  • Resolved customer complaints or answered customers' questions.

Skills

  • Complaint handling
  • De-escalation techniques
  • Assertiveness
  • Database maintenance
  • Spreadsheet tracking
  • Complaint investigation
  • Refunds processing
  • Problem-solving
  • Attention to detail
  • Document and records management
  • Call documentation
  • Time management
  • Calm under pressure
  • Effective communication
  • Problem-solving aptitude

Affiliations

  • I enjoy fishing, hiking, longboarding, snowboarding, and family time.
  • I have 4 cats & 3 dogs. (Great Dane, Great Pyrenees husky mix, & Pitbull Husky mix)

Accomplishments

  • Top Preforming R&R Case manager in the entire R&R department in 2023

Timeline

Escalation Expert

Sunrun
10.2024 - Current

Field Performance Coordinator

Sunrun
06.2022 - 10.2024

Associate Field Performance Coordinator

Sunrun
08.2021 - 06.2022

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Brayden Flygare