Service Delivery Center Agent
Resume:
BRANDON K. BARNETT
Dayton, Ohio
*************@*****.***
http://www.linkedin.com/in/brandon-barnett-b11590177
ACCOUNT MANAGER & PROJECT COORDINATOR SPECIALIST
Strategic and highly accomplished Service Delivery Manager Project Coordinator with 18+ years of combined military and professional experience. An emphasis in project management, leading teams, customer/client relationships, service delivery, logistics support/dispatching and monitoring team execution of company operational goals. In addition to account management, I have experience in golf course operations and teaching golf-swing fundamentals to students of various ages. I am actively seeking a role related to project management, customer/client success, or service delivery management. I would also consider a position at a golf facility offering club fitting, swing instruction, or golf sales.
_ SKILLS AND TALENTS
Videography Production and Documentation
Tactical Operator & Asset Recovery Specialist
GIS experience
Leadership, Coaching and Mentoring
Networking and Building Relationships
Performance Management
Service Delivery Management
Vendor Management
Customer Service/Client Relations
Business Development
Call Center Management
Customer Service
Quickbooks
AVID Editing Software
Adobe Creative Suites All Microsoft Programs ZoHo
Tableau
SmartSheets
Project Coordination
Sales Experience
Pricing and Procurement
Sourcing, Onboarding and Contracting FSAs Logistics Management
Security Project Management
Golf Swing analysis
Trac System experience
Golf Club Fitting and Repair
2
PROFESSIONAL EXPERIENCE
SCIOTO COUNTRY CLUB & MVGC - Columbus, OH - 08/2019-Present Golf Operations Ass. Mgr./PGA Instructor
● Assist in the execution of daily golf operations for club, opening and closing course, set up and tear down of practice facility equipment, assist Caddy Master with scheduling tee-times for members/guests, organization of club tournament operations
● Directly report to Caddy Master and Director of Golf Operations-responsible for shop merchandise inventory, orders and promotions, assist in execution of all club tournament operations, club repair and fitting for members
● Coordinated weekly lessons for individuals and groups, marketed instructional packages that included 9/18 hole strategy golf swing analysis using trac software, and video breakdown of students swing
RDI CONNECT - Oxford, OH – 07/2020-09/2020 Home Call Center Agent
Trained virtually for 3 weeks via zoom, and successfully met company objectives completely remote
Provided customer service and support via inbound/outbound calls for work order support, vendor payments, and vendor on-
boarding with professionalism and urgency
Researched and solved over 200 customer complaints and inquiries per week at first point of contact, i.e. billing issues,
contract discrepancies, missed installation/service appointments etc.
Maintained a 97% retention rate for vendors and customers in my region
Utilized advanced computer skills including internet knowledge, navigating CRM programs, typing and excel spreadsheets
Multi-tasked daily solving customer issues via phone while navigating multiple computer systems and interfaces
DAWSON STAFFING/GARDEN CITY GROUP LLC - Columbus, OH - 06/2019-08//2019 Team Lead Manager
● Spearheaded 90-day project for Garden City Group, LLC/Epic
● Supervised front-line team of 12 agents providing assignment intake service, customer contact, response time management and complete customers satisfaction surveys
● Provided coaching, mentoring and feedback to team to improve handling of customer calls and claims processing
● Provided all team members with comprehensive qualitative monthly audit feedback, including attendance updates, voice audit summaries (QA), analysis of productivity levels against goals
● Participated in the interview and selection process of open positions for call center agents
● Identified, developed, and supported the coordination of training programs and department SOPs
CBRE FACILITYSOURCE - Worthington, OH - 06/2017-03/2019 Senior Service Delivery Account Manager, Exterior
● Promoted to Senior Coordinator and then to Project Manager for Dollar general in first year at company
● Nominated and awarded FAME AWARD 9 times by company peers and superiors
● Jointly managed landscaping/snow removal services for 6800 sites for Dollar General, negotiated contracts for service providers on all sites, formulated an Enhancement SOP for out of scope services, monitored all email traffic from Dollar General Corporate Executives for complaints and escalations
● Lead project monitoring 332 sites for 3 clients David’s Bridal, XPO Logistics, T-Mobile- met goal of average of 93% success rate, clients signed new contracts for additional 500 locations
● Project Leader for Dollar General site re-measures/re-pricing- preventing a 45% loss in revenue for the company and an increase of 67% in revenue for Out of Scope services
● Delegate department directives and client goals to team of 8 Service Delivery Coordinators
● Successfully surpassed 86% goal set for overall client margin before 90-day deadline
● Increased mobile app usage 83% over 6 months
MVGC- Dublin, OH - SCIOTO COUNTRY CLUB - Upper Arlington, OH - 05/2012-06/2017 Golf Operations Ass. Mgr.
● Executed all daily golf operations for club, including opening and closing course, directing practice facility staff setting up and tearing down equipment, scheduling tee-times for members/guests, tournament operations, member/guests’ services
● Directly reported to Caddy Master and Director of Golf Operations
● Successfully assisted in execution of tournament operations for Memorial Tournament & President’s Cup
● Delivered exceptional swing mechanics training to students of all ages, conducted individual and group lessons, 18-hole play coaching, golf play diagnosis and video swing analysis
● Worked for Course Maintenance Crew at MVGC from 2012-2015: Course Irrigation, Sodding, Trimming, applying fertilizer and pesticides on and around the course mowing grass etc.
BARNETT CONSTRUCTION INC. - Dayton, OH - 07/2006-02/2010 Co-Owner/Project Manager
● Increased revenue from contractors by 250% by combining orders shipped from suppliers for multiple sites
● Drove completion time down by 30% by utilizing new building methods, and networking different suppliers
● Increased annual revenue between 2007-2010 by an average of 150-250K through high volume of new clientele
● Consistently prioritized and delegated tasks resulting in successful delivery of quality projects on time, within budget, ensuring customer satisfaction from beginning stages until completed
● Hired, interviewed and negotiated salaries of all contracted employees
● Allocated necessary project resources including subcontractors, suppliers, equipment and company labor
UNITED STATES AIR FORCE - 08/2002-06/2006 Combat Videographer/Special Operations Documentation
● Led 8-man teams in the successful completion of operational goals stateside and abroad
● Successfully executed multiple military objectives critical to the overall success of Operation: Iraqi Freedom
● Operations Team Leader updating superiors with necessary intel to accomplish several joint-military operations
● Maintained 100% accountability of assigned equipment worth 150,000+ with 0 loss
● Produced Instructional video demonstrating installation of RIAB & TIAB systems
● Responsible for all Videography and Documentation for OSI, Office of Special Investigations,
● Analyzed documented intel to predict probability of mission success for Special Operations Teams
● Basic Military Training Ribbon, Marksmanship Ribbon, Active Duty during War-time ribbon, Deployment during Wartime
Ribbon, Combat Action Ribbon, Accommodation for Valor under Fire
EDUCATION
Sinclair Community College- Pursuing B.S. in Geographical Information Systems (GIS)- GPA: 2.7
A.S. Degree in Golf Management Keiser University: College of Golf- Port St. Lucie, FL - GPA: 3.2
Technical Degree in Videography Production and Documentation- D.I.N.F.O.S. - Ft. Meade, MD - GPA: 3.6
INDEED ASSESSMENTS
Logic & Critical Thinking — Highly Proficient
September 2019
Using logic to solve problems
Full results: https://share.indeedassessments.com/share_assignment/9lnus1arut1y2vv8
Project Management Skills— Highly Proficient
September 2019
Prioritizing and allocating time to effectively achieve project deliverables
Full results: https://share.indeedassessments.com/share_assignment/tukinqpeik2nm9h3
Basic Computer Skills: PC — Highly Proficient
November 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems Full results: https://share.indeedassessments.com/share_to_profile/bfdc859bc6199ecf34c31e7dedab15dfeed53dc074545cb7
Attention to Detail — Highly Proficient
February 2020
Identifying differences in materials, following instructions, detecting details among distracting information Full results:
https://share.indeedassessments.com/share_to_profile/ ff626e74ac041858b9c0455fa4dd6761eed53dc074545cb7
Sales: Influence & Negotiation — Proficient
April 2020
Persuading reluctant customers to buy products or services, negotiating and influencing customers to meet sales goals Full results: https://share.indeedassessments.com/attempts/26c1ac5472869a3117ba7f135951ebddeed53dc074545cb7
Customer Focus & Orientation — Expert
April 2020
Responding to customer situations with sensitivity, still maintaining company policy, while retaining disgruntled customers Full results: https://share.indeedassessments.com/attempts/9b203cc56e9a76b2c696cb62d0b02809eed53dc074545cb7
Customer Service — Highly Proficient
June 2020
Identifying and resolving common customer issues
Full results: https://share.indeedassessments.com/attempts/8b3e89a43d567b95449695275d2bc717eed53dc074545cb7
Contact this candidate