Luke Brandley
Elk Ridge,UT
Summary
Highly-skilled with extensive experience overseeing operations and successfully motivating employees. Proficient at training large teams to provide world-class customer service. Dedicated to promoting the company culture and enhancing brand awareness to increase client bases and profitability. Organized and dependable at managing multiple priorities with a genuinely positive attitude.
Overview
25
25
years of professional experience
Work History
Chief Operations Officer
Local Reviews, LLC
10.2015 - Current
- Develop corporate goals, initiatives, and vision to direct company's trajectory
- Grew company revenue by 20%
- Increased customer service standards and expectations consistently by effectively communicating and actively listening
- Support business growth through strategic planning and process development
- Executive level business development and networking point for all enterprise partnership relations
- Ensure highest levels of customer acquisition and retention
- Remotely direct efficiencies, service levels, schedules, and overall results of diverse support teams: developers, customer service, sales, and marketing – team members in US, Europe, Pakistan, and Philippines
- Establish and cultivate world-class customer experience programs and teams remotely
- Successfully collaborate with and direct all internal and external departments
- Champion all marketing efforts: content writing, SEO, social media, video, and ads
- Present monthly results to executive board
- Manage financial and budgetary efforts
- Drive revenues and exceed company's profitability objectives
Executive of Customer Experience
Rocky Mountain
04.2013 - 10.2015
- Directed the call center and entire customer experience for the company (national and international)
- Motivated, trained, and developed entire operational teams to exceed KPI objectives
- Collaborated with internal stakeholders to close gaps and improve customer experience
- Platinum ‘Circle of Excellence' winner two years in a row – earned the Bizrate.com highest score ever
- Awarded “World-Class Customer Service”
- Responsible for all attendance, schedule adherence, and quality performance directives
- Accountable for returns initiatives for entire organization
- Senior manager of store front staff, inventory, opening/closing tills, and operations
Managing Director
AVO Financial, LLC
10.2007 - 04.2013
- Liaison for high profile, accredited individuals
- Recruited and oversaw professional, registered, and licensed financial advisors
- Presented business strategies to large and small groups
- Managed marketing and advertising for new clients
- Created original marketing material and presentations
- Conducted weekly motivational presentations and sales meetings
- Managed all employees and day-to-day operations
- Raised millions in capital for related projects
- Developed and implemented scripting, processes, and training for sales and marketing call center
Call Center Site Manager
Convergys/TeleperformanceUSA
01.1999 - 09.2007
- Managed entire accounts for AT&T, Juniper Networks, Cisco, DirecTV, and Sprint
- Improved business operations and successfully implemented quality-driven initiatives
- Accountable for all metrics, statistics, forecasts, service levels, growth, failures, and successes
- Champion of Invoicing/Billing-related actions ($1 million in revenue monthly)
- Contact liaison for all communications between executive management teams
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics
- Prepared and presented all monthly, quarterly, and annual business reviews to top executives
- Proactively implemented strategies to drive efficiencies, reduce costs, and increase revenues
- Lead a large team, provided clear direction, and motivated to exceed expectations
- Directed Human Resource Principal, Training Manager, Quality Assurance Manager, and Operation Support Team Manager
- Responsible for, and successful in, driving call center KPIs, ensuring optimal revenue achievement
Education
Bachelor of Arts - Business Management, International Language (Chinese)
Utah State University
Logan, UT12.2005
Skills
- Uniquely innate ability to deliver exceptional customer service
- Build Revenue Streams
- Able to make decisions with a “big picture” perspective and in a timely manner
- Multi-Site Operations
- Experienced motivator (remotely and in person)
- Sales Growth
- Driven and committed to being the best and providing dynamic results
- Always honest and reliable
- Strong problem solver and excellent communicator (verbal and written)
- A powerful leader who creates other leaders
- Love working with people and can deal effectively with them
- Gifted strategist to resolve conflict
- Positive, self-empowered “go-getter,” and very proactive minded
Timeline
Chief Operations Officer
Local Reviews, LLC
10.2015 - Current
Executive of Customer Experience
Rocky Mountain
04.2013 - 10.2015
Managing Director
AVO Financial, LLC
10.2007 - 04.2013
Call Center Site Manager
Convergys/TeleperformanceUSA
01.1999 - 09.2007
Bachelor of Arts - Business Management, International Language (Chinese)
Utah State University
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