BRYAN HANEY
Kettering,Oh.
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer experience industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Implementation Manager
Stack Overflow
Kettering, OH
01.2022 - 02.2023
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Researched and resolved barriers to successful system functionality, improving support and issue resolution.
- Outlined work plans, determined resources, wrote timelines as part of project scope determination.
- Documented processes to streamline setup, customization and maintenance.
- Developed project plans identifying key issues, approaches and performance metrics.
- Oversaw projects to support teams, report progress and influence positive outcomes for key stakeholders.
- 100% Satisfaction on customer surveys.
OWNER/TEAM LEADER
HaneyUnited
Kettering, OH
06.2008 - 12.2022
- Increased profits by developing, initiating, and managing personal and team development.
- Took business from $0 to over $22,000 month in sales.
- Directed strategic initiatives to achieve record numbers in sales.
- Researched market competitors and industry trends to identify potential new products and services.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Molded team and embraced change to adapt within dynamic market.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Participated in cross-functional team-building activities.
- Reviewed, implemented and updated company records related to team activities for future reference.
CUSTOMER ONBOARDING/IMPLEMENTATION SPECIALIST
LEXISNEXIS
Kettering, OH
10.2017 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 50 customer calls per week.
- Provided primary customer support to internal and external customers.
- Experience in piloting new programs to test efficiency.
- Worked alongside global business leader to deploy new training strategies.
- Planned and launched large-scale events that boosted employee participation.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Cultivated relationships with sales team to support and supply corrective actions.
SERVICE SPECIALIST
IST OFFICE MANAGEMENT
Miamisburg, OH
02.2015 - 10.2017
- Inspected equipment to diagnose operational issues.
- Managed 4 high profile clients while maintaining satisfaction over 90%
- Delivered clerical support by handling range of routine and special requirements.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Reviewed files and records to obtain information to respond to customer and client requests.
CONFIDENTIALITY OFFICER
Allied Barton Security
Miamisburg, OH
12.2010 - 02.2015
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Guided periodic property safety inspections and oversaw remedial action for potential hazards.
- Doubled personal production hours as needed by team.
- 100% satisfaction handling confidentiality or paper work handle.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
Business
Wright State University
Dayton, OHSkills
- Team Oversight
- Sales
- Training and mentoring
- MS Office
- Background in CRM
- Background in SAAS
- Inter-department collaboration
- Customer service expert
- Project Management
Certification
Project Management
-Google/Coursera 2023
Lean Six Sigma Yellow Belt
-LexisNexis 2018
Sales Strategy: Storytelling to Speed Up Your Sales Cycle
-LinkedIn Learning
Creating a Culture of Continuous Improvement
-LinkedIn Learning
Onboarding and Adoption Best Practices for Customer Success Management
-LinkedIn Learning
Solution Sales
-LinkedIn Learning
Gamification of Learning
-LinkedIn Learning
Project Management Skills for Leaders
-LinkedIn Learning
Timeline
Implementation Manager
Stack Overflow
01.2022 - 02.2023
CUSTOMER ONBOARDING/IMPLEMENTATION SPECIALIST
LEXISNEXIS
10.2017 - 01.2022
SERVICE SPECIALIST
IST OFFICE MANAGEMENT
02.2015 - 10.2017
CONFIDENTIALITY OFFICER
Allied Barton Security
12.2010 - 02.2015
OWNER/TEAM LEADER
HaneyUnited
06.2008 - 12.2022
Business
Wright State University
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