Brenden Malebranche
Norwalk,CT
Summary
Detail-oriented and customer-focused professional with extensive experience in technical support, customer service, and fraud detection. Adept at troubleshooting, conducting risk assessments, and effectively resolving customer issues. Currently pursuing a Master's in Cybersecurity to enhance expertise in IT security and customer solutions. Demonstrated success in addressing customer needs, mitigating fraud risks, and maintaining regulatory standards to consistently provide exceptional service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager / Retail Sales Consultant
T-Mobile
Norwalk
09.2017 - Current
- Exceeded sales targets by up to 18% through effective team leadership and customer-focused engagement
- Resolved complex customer device issues, reducing return rates by 20% and maintaining high customer satisfaction levels
- Provided customized solutions based on individual customer needs, leading to a 15% increase in sales
- Developed a team of high-performing sales associates by conducting training and mentoring, resulting in improved efficiency and customer satisfaction
- Oversaw customer accounts, analyzing activity patterns to ensure compliance and mitigate fraud risks.
Federal Background Investigator
General Dynamics Information Technology Inc
Remote
05.2018 - 10.2018
- Conducted background investigations by verifying information through multiple reliable sources
- Enhanced investigation accuracy and case completion rates through effective time management and prioritization
- Ensured compliance with federal regulations, maintaining thorough documentation throughout the process.
Server / Trainer
Applebee’s
New Rochelle
04.2012 - 08.2017
- Delivered exceptional customer service, contributing to a 22% increase in customer satisfaction scores
- Trained new employees on customer engagement and operational best practices, enhancing team collaboration and service efficiency.
Education
Master of Science - Cybersecurity
Pace University
Bachelor of Science - Criminal Justice
Monroe College
Skills
- Fraud Detection & Resolution
- Customer Service & Communication
- Problem-Solving & Risk Mitigation
- Research & Investigation
- Regulatory Compliance
- Digital & Card Transaction Handling
- Decision-Making & Escalation Management
- Multitasking in Fast-Paced Environments
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Database Querying (SQL)
- Security Control & Assurance
Certification
CompTIA A+ Certification 1101 and 1102
Additional Information
Strong analytical skills, capable of researching fraud-related inquiries and escalating complex problems as needed., Able to work holidays and maintain flexibility in work schedules to meet customer needs., Experience in changing user credentials, reissuing cards, and handling customer inquiries regarding digital and card transactions.
Timeline
Federal Background Investigator
General Dynamics Information Technology Inc
05.2018 - 10.2018
Manager / Retail Sales Consultant
T-Mobile
09.2017 - Current
Server / Trainer
Applebee’s
04.2012 - 08.2017
Master of Science - Cybersecurity
Pace University
Bachelor of Science - Criminal Justice
Monroe College