Brendon J. Broadhurst
Stow
Summary
Achieved results through effective multitasking and diligent management.,Cultivated strong customer relationships while managing high workloads successfully.,Delivered results under pressure by collaborating effectively with team members.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Custom Movers Services, Inc.
Stow, OH
06.2022 - Current
- Led customer service team to enhance client satisfaction and loyalty through proactive support strategies.
- Developed training programs to improve staff performance and operational efficiency in customer interactions.
- Implemented quality assurance measures to ensure consistency and accuracy in service delivery.
- Streamlined issue resolution processes, reducing response times and increasing customer retention rates.
- Facilitated cross-departmental collaboration to optimize logistics and enhance overall service effectiveness.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
Claims Manager
Custom Movers Services, Inc.
Stow, OH
05.2016 - 06.2022
- Oversaw claims process to ensure compliance with industry regulations and company policies.
- Implemented process improvements that enhanced claim resolution speed and accuracy.
- Trained and mentored junior staff on best practices for claims management and customer service.
- Ongoing claims data was used to develop and update processes in an effort to mitigate future claims.
Vendor Manager
Custom Movers Services, Inc.
Stow, OH
03.2014 - 05.2016
- Developed vendor evaluation criteria to enhance supplier selection process.
- Negotiated contracts with vendors, optimizing cost structures and service levels.
- Managed vendor performance reviews, ensuring compliance with service agreements.
- Implemented strategic sourcing initiatives that reduced procurement costs significantly.
Dispatcher
Custom Movers Services, Inc.
Stow, Ohio
02.2012 - 03.2014
- Answer a high volume of calls typically involving data entry
- Fast paced, multi-tasking environment
- Provide estimates to customers for a wide variety of services
- Aid in the growth of new accounts
- Supervise select VIP accounts
- Secure new orders from potential customers
- Schedule last minute services as well as services in remote areas
- Negotiate pricing with vendors and accounts
- Maintain updates between Agent partners
- Thrive in a fast paced, multi-tasking environment
Customer Service Representative
Custom Movers Services, Inc.
Stow, Ohio
05.2010 - 02.2012
- Informed customers about key details regarding their moving process.
- Facilitated communication and updates among multiple parties involved with the relocation.
- Processed authorization requests and modified ongoing orders. Assisted in managing changes to current orders.
Sales Floor Associate
Burlington Coat Factory
Cuyahoga Falls, Ohio
01.2008 - 03.2010
- Provided information and service to customers
- Maintained the tidiness of the department
- Unloaded freight
- Designed end caps and wall arrangements
- Answering, as well as making, a high volume of calls
Education
Business Administration and computers
Kent State University
01.2012
undefined
University of Akron
01.2009
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Customer relations
- Time management
- Decision-making
- Team building and leadership
- Effective workflow management
- Relationship building
- Issue resolution
- Account management
- Schedule management
Timeline
Customer Service Manager
Custom Movers Services, Inc.
06.2022 - Current
Claims Manager
Custom Movers Services, Inc.
05.2016 - 06.2022
Vendor Manager
Custom Movers Services, Inc.
03.2014 - 05.2016
Dispatcher
Custom Movers Services, Inc.
02.2012 - 03.2014
Customer Service Representative
Custom Movers Services, Inc.
05.2010 - 02.2012
Sales Floor Associate
Burlington Coat Factory
01.2008 - 03.2010
Business Administration and computers
Kent State University
undefined
University of Akron