Plamen Brandt
Denver,CO
Summary
Performance-driven leader with 13 years of experience aligning systems with business requirements, policies, and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
13
13
years of professional experience
Work History
VP, Customer Success & Growth
Elavon
07.2023 - 11.2024
- Company Overview: U.S. Bank
- Led Customer Success for Avvance POS Lending's GTM launch, overcoming B2B startup barriers to drive merchant sales and enhance company competitiveness in the BNPL/POS lending space
- Developed and executed a strategic GTM playbook, enabling merchants to self-discover Avvance POS Lending, reducing friction in onboarding and increasing BNPL adoption
- Drove 300% merchant adoption growth and $50M+ in funded loans within the first year
- Built and managed a high-performing Customer Success team, overseeing post-sale relationships for 1,000+ merchants
- Led initiatives that boosted merchant sales by 40% per ticket and achieved a 25% repeat loan rate in 2023
- Collaborated with Product, Risk, Legal, Underwriting, and Sales teams to refine lending criteria, streamlining operations to enable real-time approvals while increasing overall approval rates by 40% within six months
- Spearheaded digital engagement strategies, increasing merchant pre-approval usage by 200% in Q3 2023 and improving approval rates by another 15%
- Maintained a customer-centric approach, achieving continuous month-over-month merchant satisfaction growth and exceeding SLA agreements, with 100% of escalations resolved within 24 hours
- Identified opportunities to improve business process flows and productivity.
- Increased company growth through collaboration with sales and marketing departments.
AVP, Customer Success & Operations
U.S. Bank
10.2017 - 07.2023
- Scaled a high-net-worth contact center 10x since inception, successfully navigating COVID-driven shifts, remote work, and return-to-office transitions while maintaining 98%+ client satisfaction and seamless business growth
- Built and led a white-glove service team for $20M+ Fidelity HNW cardholders, achieving 99% retention for four consecutive years, driving a contract renewal due to exceptional service and satisfaction
- Championed operational transformation by managing system conversions, streamlining compliance processes, and reducing service disruptions by 30%
- Focused on reducing employee turnover, increasing staff engagement, and enhancing both internal and external customer sentiment
- Recognized with U.S
- Bank's prestigious Shield Award for four consecutive years (2019-2022)
- Oversaw team operations and portfolio relationships, ensuring seamless service delivery and optimizing processes to improve efficiency
- Partnered with senior executives to optimize service strategy and customer engagement, driving efficiency and long-term client retention
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
Branch Operations Manager
Union Bank
03.2015 - 09.2017
- Drove $50M+ in business growth within two years by identifying market opportunities and establishing strategic community partnerships
- Increased customer acquisition by 25% in 2016, leveraging data-driven marketing initiatives and personalized product strategies
- Strengthened brand presence by representing the bank at key public events, attracting high-value clients and expanding market reach by 30% within one year
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Maintained friendly and professional customer interactions.
Financial Services Manager
Citibank
01.2012 - 01.2015
- Managed a portfolio of high-net-worth clients, growing AUM by $20M within two years
- Led a team to exceed sales goals, increasing revenue by 35% year-over-year through strategic financial planning
- Spearheaded process improvements that enhanced customer experience, reducing service resolution time by 40% within one year
- Conducted training programs that improved team performance and product knowledge, leading to a 25% boost in client conversions
- Worked with accounting staff to efficiently coordinated month-end closing and reporting activities.
Education
B.S. - International Finance & Risk Management
University of Colorado Denver
Denver, CO06.2020
Skills
- Strategy & Leadership
- Customer Success
- Stakeholder & Executive Relationship Management
- Revenue Operations (RevOps)
- POS Lending & BNPL
- Fintech Growth
- Risk & Compliance
- Process Optimization & Lean Six Sigma
- Data-Driven Service Optimization
- Technology & Analytics
- Salesforce & CRM Optimization
- Enterprise SaaS Implementation
- Team Development
- Operational Excellence
- Retail Banking
- Contact Center Operations
Skills
Customer Success, Portfolio Management, GTM Strategy, Stakeholder Engagement, Revenue Operations (RevOps), Stakeholder & Executive Relationship Management, POS Lending, BNPL, Fintech Growth, Risk & Compliance, Process Automation, Operational Risk Management, Data-Driven Service Optimization, Relationship Management, Operational Efficiency, Customer Journey Mapping, Salesforce, CRM Optimization, Business Intelligence, AI-Driven Customer Insights, Process Optimization & Lean Six Sigma, Agile Methodologies, Digital Transformation, Team Development, Enterprise SaaS Implementation
Timeline
VP, Customer Success & Growth
Elavon
07.2023 - 11.2024
AVP, Customer Success & Operations
U.S. Bank
10.2017 - 07.2023
Branch Operations Manager
Union Bank
03.2015 - 09.2017
Financial Services Manager
Citibank
01.2012 - 01.2015
B.S. - International Finance & Risk Management
University of Colorado Denver
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