Summary
Overview
Work History
Education
Skills
BusinessAnalyst
Brian Hendricks

Brian Hendricks

Dallas,TX

Summary

Dynamic Account Support Representative with a proven track record at Balfour Publishing, enhancing client retention through strategic problem-solving and exceptional interpersonal skills. Adept at managing up to 400 accounts, I consistently delivered high-quality service, driving portfolio growth and fostering strong relationships while ensuring meticulous attention to detail.

Overview

42
42
years of professional experience

Work History

Account Support Representative

Balfour Publishing
01.2002 - 06.2025
  • Implemented retention strategies to minimize client attrition rates, resulting in a significant increase in overall portfolio stability and growth over time.
  • Improved client satisfaction by addressing inquiries and resolving issues promptly and professionally.
  • Assisted in onboarding new clients, guiding them through the setup process and providing comprehensive support throughout their journey.
  • Conducted regular account audits to identify potential risks or areas requiring additional attention, proactively addressing concerns before they escalated into larger issues.
  • Spearheaded initiatives to improve overall team productivity, including workflow optimizations and process enhancements.
  • Ensured high-quality customer service through regular training sessions and performance evaluations.
  • Served as the primary point of contact for clients, ensuring consistent communication and proactive updates regarding their account status and any relevant developments.
  • Managed a portfolio of key accounts, consistently achieving retention targets while fostering growth opportunities within existing relationships.
  • Balanced up to 400 accounts simultaneously, maintaining regular contact and professional relationships with each.
  • Advocated for client needs within the publishing company to improve experience and increase customer retention.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Implemented and developed customer service training processes.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Park and Hall Manager

Skyline Optimist Club
01.1998 - 12.2001
  • Coordinated closely with clients throughout the planning process, tailoring services based on individual requirements and preferences.
  • Developed customized event packages to cater to diverse client needs, increasing bookings and revenue.
  • Enhanced guest satisfaction by efficiently managing event logistics and coordinating staff responsibilities.
  • Managed budgets and financial reporting for each event, ensuring accuracy and adherence to guidelines.
  • Collaborated with various departments to ensure seamless execution of events, maximizing customer satisfaction.
  • Liaised with local authorities obtaining necessary permits required for hosting specific events ensuring timely approvals without hindrances.
  • Resolved any guest concerns promptly and professionally, fostering loyalty through exceptional service delivery.
  • Enforced policies and safety standards through building and room rounds.

Military Police Sergeant

US Army
08.1983 - 03.1987
  • Investigated incidents thoroughly, resulting in accurate reports that supported disciplinary actions when necessary.
  • Facilitated a decrease in criminal activity on base through diligent surveillance and collaboration with other law enforcement agencies.
  • Served as an integral part of security detail for visiting dignitaries, ensuring their protection during official visits while adhering to strict protocol requirements.
  • Patrolled base facilities and housing areas to deter crime, monitor activities, and provide force protection.
  • Secured restricted areas and enforced limited access for civilians and military members in order to provide force protection and property security.
  • Secured storage of weapons, ammunition and explosives to prevent theft and accidents.
  • Utilized surveillance equipment to monitor security of personnel and property.
  • Verified and authenticated validity and admissibility of evidence and preserved its integrity for court hearings while testifying under oath in administrative hearings and criminal court cases.
  • Provided a safe environment for military personnel by responding quickly to emergencies and coordinating with first responders.

Education

Sociology

El Paso Community College
El Paso, TX

High School Diploma -

Irvin High School
El Paso, TX
05-1983

Skills

  • Microsoft office
  • Sales support
  • Strong interpersonal skills
  • Teamwork and collaboration
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Professionalism
  • Calm and professional under pressure
  • Verbal and written communication

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Brian Hendricks