Brenton Holden
Rogers
Summary
Dynamic Social Care Team Manager leading teams of 22+ professionals to enhance member experiences. Successfully implemented digital tools, achieving a 72% reduction in intake volume and a 29% decrease in response times for client inquiries. Committed to strategic partnerships that improve care delivery and service utilization.
Overview
10
10
years of professional experience
Work History
Team Manager, Social Care
Sam’s Club
Bentonville
03.2023 - Current
- Led and managed team of 22 associates, including hourly managers, to support Social Media contacts.
- Strategically leveraged digital tools and techniques to streamline case management processes, achieving a 72% reduction in intake volume and enabling heightened focus on member interactions.
- Conducted training sessions on best practices in care delivery, resulting in a 29% decrease in response times for client inquiries and emergencies.
- Established cross-functional partnerships with Marketing on Social Crisis Protocols, reducing decision-making time on high-visibility Social Care issues.
- Developed Standard Operating Procedures (SOPs) for social media contact types, ensuring effective management of brand-damaging content.
Team Leader, Contact Center
Sam’s Club
Bentonville
05.2022 - 03.2023
- Led team of 6 associates to deliver high-quality support, enhancing overall member experience.
- Maintained a team customer satisfaction score of 97%.
- Managed and resolved complex member escalations across multiple channels, improving customer satisfaction.
- Spearheaded response to high-visibility social media escalations, resulting in establishment of internal social care team.
Various Roles
Walmart & Sam’s Club
Cassville/Monett/Springdale
07.2016 - 05.2022
- Managed frontend operations and money governance as Frontend Team Leader at Sam's Club, achieving credit card application targets.
- Oversaw comprehensive store operations and overnight receiving processes.
- Led high-performing stocking team as Interim Cap 2 Supervisor, enhancing stocking speed and unloading efficiency in warehouse management.
Education
Bachelor of Science - Business Administration
Western Governors University
Salt Lake City, UT01-2027
Skills
- Customer relationship management
- Social media strategy
- Project management
- Data analysis
- Digital tool usage
- MS office
- Team leadership
- Communication skills
Timeline
Team Manager, Social Care
Sam’s Club
03.2023 - Current
Team Leader, Contact Center
Sam’s Club
05.2022 - 03.2023
Various Roles
Walmart & Sam’s Club
07.2016 - 05.2022
Bachelor of Science - Business Administration
Western Governors University