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
Dallas, TX
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
El Paso, TX
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
Pueblo, CO
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, TXHigh School Diploma -
Irvin High School
El Paso, TX05-1983
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