Brian Redway
Upper Marlboro,MD
Summary
Results-oriented professional with a proven track record of driving business growth and enhancing customer satisfaction. Experienced in property management, customer relationship management, and process optimization. Adept at utilizing technology and data analysis to make informed decisions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Owner and Operator
Tranquility Short Term Rentals
12.2021 - Current
- Founded and currently operate short-term rental property management company, managing portfolio of four properties
- Managed end-to-end business operations, including property acquisition, pricing strategies, virtual assistant management, and financial management
- Maintained positive relationships with guests and property owners handling inquiries, resolving issues, and ensuring exceptional service - Utilized cloud-based Property Management Software tools resulting in 60% revenue increase
- Conducted data analysis with tools to identify trends, preferences, and areas for improvement, leading to 35% increase in guest satisfaction scores
- Leveraged technology tools such as Hospitable, Lynx, and Wheelhouse for automation and AI-driven guest interactions and access control
- Continuously evaluated and adopted new tech solutions to improve operational efficiency and stay competitive in market
- Successfully executed marketing initiatives, resulting in impressive 85% occupancy rate within first year.
Senior Support Associate
Association of American Medical Colleges
04.2016 - 03.2020
- Proficiently resolved complex support inquiries daily, averaging 20 cases, and contributing to 15% increase in customer satisfaction scores
- Led Escalation team in Services Contact Center (SCC), reducing unresolved escalations by 25% through superior problem-solving and critical thinking skills
- Utilized Salesforce CRM extensively to manage cases, track escalations, and provide seamless support to customers
- Pioneered development of two training programs for SCC unit, resulting in 20% increase in agent efficiency
- Collaborated cross-functionally to enhance interdepartmental communication, successfully removing obstacles, and improving issue resolution.
Data Transformation Specialist
Keepers Staffing
11.2015 - 03.2016
- Proficiently utilized Microsoft Excel for data entry, employing advanced functions and automation techniques to ensure data integrity
- Safeguarded sensitive employee information, guaranteeing data security and confidentiality
- Provided indispensable administrative support to nonprofit union, handling inquiries, mail processing, and information dissemination
- Conducted rigorous data quality checks, achieving 15% reduction in errors, and enhancing overall data accuracy
Customer Service Representative
Bank of America
01.2010 - 01.2012
- Achieved 95% client satisfaction rate by proactively engaging with clients, ensuring effective support, and meeting their financial needs.
- Successfully managed delinquent, charged-off, and high-risk customer accounts, resulting in 20% increase in on-time payments and 15% reduction in charge-offs.
- Processed over 500 discrepancies and credits, maintaining accuracy rate of 99%, leading to improved financial data integrity.
- Utilized extensive financial product knowledge to optimize loan terms, resulting in 10% increase in loan approvals and 5% reduction in default rates.
- Evaluated and recommended actions for 300+ client accounts, resulting in 25% decrease in collection cycle duration and 15% increase in client trust and satisfaction.
- Enhanced client communication, leading to 20% reduction in client inquiries and 10% increase in on-time payments.
- Collaborated with cross-functional teams to streamline processes, improvement in operational efficiency, and client satisfaction scores.
- Analyzed and reported on client interaction data, leading to development of tailored client engagement strategies that improved client retention rates.
Client Service Analyst
Automatic Collection Control
10.2007 - 10.2008
- Managed user accounts in Active Directory, ensuring seamless service access through user creation, modification, and account deactivation
- Efficiently handled password reset requests, prioritizing data security and client satisfaction
- Provided Tier 1 and Tier 2 Help Desk support via calls and email, promptly resolving client issues and ensuring uninterrupted service
- Conducted Webex training sessions to educate clients on utilizing You've Got Claims (YGC) services for financial and legal data management
- Collaborated with clients to design, implement, and manage project plans, contributing to successful project outcomes
- Acted as dedicated account manager for ten corporate clients, nurturing strong client relationships and identifying revenue growth opportunities.
- Escalated requests for service, acting as point of escalation for external and internal parties.
Skills
- Data Quality Assurance
- Marketing Strategy
- Property Management
- Negotiations
- Market Analysis
- Business Operations Optimization
- Microsoft Excel
- Process Improvement
- Client Relationship Management
- Problem Solving
- Communication
- Project Management
- Active Directory Management
Certification
- Microsoft DP 900 Training -Pending October 2023
- Microsoft DP 203-Pending January 2024
Timeline
Business Owner and Operator
Tranquility Short Term Rentals
12.2021 - Current
Senior Support Associate
Association of American Medical Colleges
04.2016 - 03.2020
Data Transformation Specialist
Keepers Staffing
11.2015 - 03.2016
Customer Service Representative
Bank of America
01.2010 - 01.2012
Client Service Analyst
Automatic Collection Control
10.2007 - 10.2008
- Microsoft DP 900 Training -Pending October 2023
- Microsoft DP 203-Pending January 2024
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