MS Office Suite
BRYAN BINNS
Management & Customer Support
Triangle,VA
Summary
Polite and professional customer support specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
MANAGER
Assurant
Woodbridge, VA
10.2021 - 12.2022
- Expertly aligned operational capabilities and resources with customer needs and requirements, maintaining accountability throughout the entirety of the customer relationship lifecycle while employing experience-centric strategies focused on improving satisfaction and retention rates
- Maintained an organized workspace that contributed to increased efficiency and the completion of scheduled and ad-hoc tasks—leveraging exemplary time management skills to maximize efficiency in a fast-paced environment with tight deadlines
- Successfully built a strong, capable, and results-driven workforce that delivered increased rates of productivity and an overall boost in customer satisfaction rates by strategically hiring, onboarding, training, and mentoring top talent
- Demonstrated an ability to both lead and work alongside cross-functional teams in a dynamic, consumer-centric environment in support of shared objectives and goals— encouraging teamwork and collaboration in support of key performance indicators (KPIs) and a positive workplace culture.
LEAD TECHNICAL CONSULTANT & CUSTOMER SUPPORT SPECIALIST
Asurion
Woodbridge, VA
08.2008 - 09.2021
- Employed analytical, problem-solving, and communication skills to introduce improvements and actionable solutions to maintaining quality standards in support of optimized performance and improved customer service
- Supported performance-related management initiatives, providing insight into improved practices and process execution in supervising diverse personnel— assisting with performance reviews and providing guidance on monitoring and managing employee engagement, productivity, and output
- Engaged relationship management skills to maintain trust with customers, establishing a service-centric culture that placed value on the customer experience by aligning capabilities with accountability standards and improving engagement across the entire customer relationship management (CRM) lifecycle
- Established, engaged, and supported the optimization of customer experience strategies—employing solutions-oriented problem-solving strategies to manage conflicts while bolstering service-level satisfaction and increasing satisfaction rates by 22% through prompt responses and problem resolution.
Education
Bachelor of Science - Courses Completed
Virginia State University
08.2002 - 05.2004
Bachelor of Science - Business Administration
ITT Technical Institute
06.2004 - 12.2006
Skills
Call Center OperationsData entry & RecordsPayroll processing
Business administration
Operations management
Account management
CRM
Order fulfillment
Software
Google Sheets
Salesforce
Zendesk
PeopleSoft
ADP/Workday
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
MANAGER
Assurant
10.2021 - 12.2022
LEAD TECHNICAL CONSULTANT & CUSTOMER SUPPORT SPECIALIST
Asurion
08.2008 - 09.2021
Bachelor of Science - Business Administration
ITT Technical Institute
06.2004 - 12.2006
Bachelor of Science - Courses Completed
Virginia State University
08.2002 - 05.2004