Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Brian J. Bonish

Harrisburg,PA

Summary

I’m an experienced Call Center Team Lead with 5+ years of leadership and management experience — including 2 years in retail sales management and 3+ years in call center leadership. In addition to my call center leadership role, I’m cross-trained in fraud detection and credit analysis, with 3+ years of hands-on experience reviewing transactions, identifying fraud risks, and supporting credit operations. I also have a strong background in office administration, reporting, and workflow coordination. I’m looking for an opportunity where I can bring my leadership, fraud/credit, and administrative skills to support team success and contribute to operational excellence.

Overview

10
10
years of professional experience

Work History

Call Center Team Lead

CJ Pony Parts
Harrisburg, PA
03.2021 - Current
  • Lead a team of call center agents, providing coaching and feedback to help them meet performance goals and deliver excellent customer service.
  • Cross-trained in fraud detection and credit analysis; regularly assist with reviewing transactions, identifying fraud risks, and handling credit-related customer concerns.
  • Monitor calls, emails, and chats for quality assurance and to ensure compliance with company policies and data security standards.
  • Handle recruiting, interviewing, onboarding, and training new agents.
  • Manage day-to-day operations, including scheduling, call routing, and coordinating with other departments to improve workflows.
  • Work closely with IT to troubleshoot technical issues affecting call center operations.
  • Facilitate regular team meetings to review performance metrics and address any challenges.
  • Provide hands-on support to agents during customer interactions and manage escalations when needed.
  • Help create reports and track team performance, quality scores, and customer satisfaction.
  • Stay up-to-date on products, policies, and fraud trends to support both the team and customers effectively.

Key Holder

Destination XL
Harrisburg, PA
10.2018 - 10.2020
  • Opened and closed the store, managed alarms, handled cash drawers, and prepared daily bank deposits.
  • Supervised retail staff and provided coaching to help meet sales goals and deliver great customer service.
  • Maintained accurate records of sales, inventory, returns, and staff transactions.
  • Assisted customers with product selection, sizing, and special orders; handled customer complaints and ensured issues were resolved quickly.
  • Helped monitor the sales floor for loss prevention and addressed potential shoplifting concerns.
  • Trained new team members on store policies, product knowledge, and sales techniques.
  • Delegated daily tasks to staff and kept the team focused on key priorities.
  • Made sure the store was clean, well-stocked, and merchandised according to company standards.
  • Worked with the store manager to support recruiting, onboarding, and employee performance reviews.
  • Balanced the cash drawer at the end of each shift and ensured all financial transactions were accurate.

Prestige Beauty Advisor

Ulta Beauty
Harrisburg, PA
09.2016 - 10.2018
  • Helped customers find products that fit their beauty needs, including makeup, skincare, fragrance, and haircare.
  • Demonstrated makeup techniques and provided product recommendations based on customer preferences.
  • Built lasting customer relationships through personalized service and follow-ups.
  • Set up and maintained product displays to drive sales and promote new items.
  • Stayed up to date on product knowledge and current beauty trends to better serve customers.
  • Worked with management to track sales goals and provide feedback on customer trends.

Cashier/Server

Sanchino's
Harrisburg, PA
05.2015 - 09.2016
  • Handled customer orders and payments accurately and efficiently.
  • Provided friendly, fast service to guests in a busy restaurant environment.
  • Balanced the cash drawer at the end of each shift and ensured all transactions were correct.
  • Assisted with restocking, inventory, and keeping the dining area clean and organized.
  • Helped team members with food prep and order delivery during peak hours.

Education

High School Diploma -

Commonwealth Connections Academy
Harrisburg
2014

Skills

  • Call Center Operations & Management
  • Fraud Detection & Prevention
  • Team Leadership & Coaching
  • Quality Assurance & Compliance
  • Office Administration & Reporting
  • Policy Enforcement & Documentation
  • Employee Development & Mentoring
  • Customer Service & Retention
  • Workflow & Process Improvement
  • Scheduling & Calendar Management
  • Multitasking & Prioritization
  • Razor Sharp Attention to Detail
  • Conflict Resolution & Problem Solving
  • Relationship Building & Collaboration
  • Microsoft Office Suite
  • PayPal Braintree
  • Avalara Tax Compliance Software
  • Affirm Merchant Portal
  • Magento
  • Morse Data InOrder

References

Available upon request.

Timeline

Call Center Team Lead

CJ Pony Parts
03.2021 - Current

Key Holder

Destination XL
10.2018 - 10.2020

Prestige Beauty Advisor

Ulta Beauty
09.2016 - 10.2018

Cashier/Server

Sanchino's
05.2015 - 09.2016

High School Diploma -

Commonwealth Connections Academy

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Brian J. Bonish