Russell Brassfield
Apopka,Florida
Summary
Dynamic leader with a proven track record at Fanduel Group, enhancing customer satisfaction and team efficiency. Excelled in complaint resolution and team building, significantly improving service delivery and operational workflows. Skilled in staff supervision and policy modification, achieving notable customer retention and employee development.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Fanduel Group
08.2021 - Current
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Researched and corrected customer concerns to promote company loyalty.
- Created customer support strategies to increase customer retention.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Operations Supervisor
Spectrum
04.2018 - 08.2021
- Improved office operations by automating client correspondence, record tracking and data communications.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for 20 employees.
Manager of Operations
ATT
08.2001 - 01.2018
- Partnered with vendors and suppliers to effectively manage and budget.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
Associate of Science -
Oklahoma City University - OKC
Oklahoma City, OK05-1998
High School Diploma -
Westmoore High School
Oklahoma City, OK05-1991
Skills
- Complaint resolution
- Employee schedule management
- Customer escalations
- Call flow maximization
- QA
- Staff assignments and supervision
- Team building
- Policy and procedure modification
Certification
Agile Boot Camp (2nd Generation Project Management Training)
SIX-SIGMA (Greenbelt Project Management Certification)
ATT University Transition Learning Series (Managing Change) ,Technology
Transformation Track ,ATT Network Transformation Track)
Timeline
Customer Service Supervisor
Fanduel Group
08.2021 - Current
Operations Supervisor
Spectrum
04.2018 - 08.2021
Manager of Operations
ATT
08.2001 - 01.2018
Agile Boot Camp (2nd Generation Project Management Training)
SIX-SIGMA (Greenbelt Project Management Certification)
ATT University Transition Learning Series (Managing Change) ,Technology
Transformation Track ,ATT Network Transformation Track)
Associate of Science -
Oklahoma City University - OKC
High School Diploma -
Westmoore High School
Similar Profiles
Miles FeldMiles Feld
Field Producer and Camera Op at Fanduel GroupField Producer and Camera Op at Fanduel Group
Paris ThomasParis Thomas
Customer Service Representative at Fanduel GroupCustomer Service Representative at Fanduel Group
Tatiana CorreaTatiana Correa
Social Engagement Specialist at Fanduel GroupSocial Engagement Specialist at Fanduel Group