Bryan Taylor
Winter Haven,FL
Summary
To obtain a challenging and dynamic position that leverages my expertise in customer service, technical support, and account management, allowing me to contribute to organizational growth while advancing my career.
Results-driven professional with extensive experience in customer service, sales, technical support, and account management. Skilled in troubleshooting, inventory control, training, and administrative tasks. Adept at managing customer accounts, onboarding dealers, and optimizing operational processes.
Knowledgeable in North America Channel with strong background in leadership and support management. Effectively led teams to enhance customer satisfaction and resolve technical issues swiftly. Demonstrated expertise in team leadership and problem-solving.
Overview
25
25
years of professional experience
Work History
Channel Support Manager
Cummins Inc.
01.2014 - Current
- Lead onboarding and configuration for CUMPAS 2.0 and OneBMS systems.
- Set up and manage IAM administration for dealer and user access.
- Troubleshoot user issues, manage case resolution, and improve response times.
- Oversee Salesforce daily reporting and auditing.
- Process documentation and FAQ guide
- Dealer Recertification's
- Managed INSITE, INCAL, and INPOWER renewals, setups, and support.
- Supported dealer incentive programs and led EPA product launches (2017 & 2021).
- Administered service capability reporting, tooling management, and dealer training.
- Facilitated technician ILT and CVC training programs.
- Led dealer communication for product launches and technical support.
- Manage daily operations to ensure smooth functioning of the support department.
- Monitor employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
Account/Credit Manager
ColorTyme
01.2009 - 01.2014
- Provided customer service and retention strategies to maintain strong relationships.
- Managed credit accounts and collections, ensuring financial efficiency.
- Led sales initiatives, reselling products, and achieving sales goals.
- Maintained inventory control and account management.
Manager - Customer Service & Sales
GameStop
01.2000 - 01.2009
- Delivered exceptional customer service and supported sales initiatives.
- Conducted audits, inventory control, and marketing strategies.
- Assisted in hiring, training, and team management.
Education
High School Diploma -
Hillsborough High School
Tampa, FL05.2001
Skills
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- CUMPAS 20
- OneBMS
- QuickServe
- WWSPS
- Salesforce Administration
- Reporting case management
- Service Training
- INSITE and EDS Billing
- INSITE
- INCAL
- INPOWER
- PowerSpec (User Setup & Support)
- Dealer onboarding
- Account/Case management
- Collections
- Troubleshooting
- Technician training (ILT, CVC, safety programs)
- Dealer communications and support
- System configuration
- Teamwork and collaboration
- Problem-solving
- Technical support
- Staff management
- Training and mentoring
- Customer service
- Quality assurance
- Project management
- Team development
- Performance management
- Work Planning and Prioritization
- Document management
- Leading team meetings
- Conflict management
- Performance evaluations
- Decisive Decision-making
- Professional networking
- Stakeholder management
- Communications support
- Documentation skills
- Business process support
- Schedule coordination
- Verbal and written communication
- Team Building
- Decision-making
- Administration and reporting
- Process improvement
- Performance reviewing
- Customer relationship management
- Onboarding and orientation
- Team leadership
- Managing operations and efficiency
Accomplishments
- UAT for Salesforce issues which led to access management resolution.
- Shipping governance implementation through effective meetings and working with cross functionality teams.
- Supervise team of 7 staff members.
- Collaborated with the Guidanz team to take ownership.
- Resolved user issue through UAT testing.
- Developed KPI's and SLT's four accountability
- Change Management
- Process Documentation
Skills And Expertise
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), CUMPAS 2.0, OneBMS, QuickServe, WWSPS, Salesforce Administration, Reporting case management, Service Training, EDS Billing, INSITE, INCAL, INPOWER, PowerSpec (User Setup & Support), Dealer onboarding, account management, collections, Case management, troubleshooting, problem resolution, Technician training (ILT, CVC, safety programs), Dealer communications and support, Hardware and software installation, wireless setup, system configuration, Technical issue resolution for enterprise applications
Certifications And Additional Expertise
- CPR, AED, and First Aid Certification
- Power Generation & Engine Business Support
- EPA Compliance & Implementation
- IAM User Administration & Service Capability Reporting
Timeline
Channel Support Manager
Cummins Inc.
01.2014 - Current
Account/Credit Manager
ColorTyme
01.2009 - 01.2014
Manager - Customer Service & Sales
GameStop
01.2000 - 01.2009
High School Diploma -
Hillsborough High School
Similar Profiles
Parthu KoradaParthu Korada
Product Owner at Cummins Inc.Product Owner at Cummins Inc.
Nicholas SalisburyNicholas Salisbury
In Shop Engine Tech at Cummins Inc.In Shop Engine Tech at Cummins Inc.
Jessica JeffersJessica Jeffers
Technical Documentation Associate – Specialist at Cummins Inc.Technical Documentation Associate – Specialist at Cummins Inc.
Austin TintonAustin Tinton
PM Service Administrator at Cummins Inc.PM Service Administrator at Cummins Inc.
Joanna OcasioJoanna Ocasio
Pharmacy Quality Outreach Specialist at EmblemHealthPharmacy Quality Outreach Specialist at EmblemHealth