Customer Success Manager/Director

Daniel Luke Brandley

************@*****.*** 801-***-****

*** * ***** ****, *** Ridge, UT 84651

PROFESSIONAL SUMMARY

Results-driven leader with 20+ years of experience in customer success, contact center operations, & business development across SaaS, eCommerce, B2B, B2C, & financial sectors. Recognized for building high-performing teams, driving revenue growth, & consistently elevating customer satisfaction

(CSAT/NPS). Proven expertise in strategic planning, process optimization, & operational transformation. Customer-focused leader with a proven ability to cultivate strategic partnerships & deliver high-impact products & services that strengthen long-term client relationships. CORE COMPETENCIES

Unrivaled “Voice of the Customer” advocate, with innate ability to achieve superior satisfaction First-rate interpersonal communication abilities (verbal, written, presentation) Director of high-performing teams & cultivator of innovative partnerships Competent trainer adept at delivering impactful & engaging presentations to staff & executives Champion of remote & onsite teams: sales, customer support, technical, & product development Proficient in Microsoft Office, Google Suite, CRM, IVR, WFM, AI solutions, & more Distinguished leader that develops others to become notable leaders Proven track record of exceeding quality targets, KPIs, SLAs, C-SAT, NPS, & NRR Experienced at strategic planning, lean operations, forecasting, process improvement, & collaboration Core Values: integrity, resilience, visionary, loyalty, discipline, reliability, collaboration, & optimism Community Involvement: High school head soccer coach, Eagle Scout, & community service director PROFESSIONAL EXPERIENCE

Senior Operations Director Local Reviews, LLC – Ogden, UT Oct 2015 – Nov 2024

• Directed SaaS startup operations, leading cross-functional teams (support, onboarding, quality, product & software development, sales) remotely across international locations.

• Designed & executed customer experience programs & partnership integrations that drove customer retention & increased lifetime value.

• Established performance tracking systems & quality control measures to ensure accountability & transparency in service delivery & superior customer satisfaction.

• Championed executive reporting on KPIs, revenue, & customer satisfaction metrics to the board.

• Oversaw financial & budgetary planning, organizational forecasting, corporate payroll, vendor negotiations, & API integrations within the organization & associated payment providers.

• Led development & implementation of scalable training, QA, technical & support processes. Executive of Customer Experience Rocky Mountain – Payson, UT Apr 2013 – Oct 2015

• Directed global call center & retail operations, enhancing customer satisfaction through data- driven performance coaching, cross-functional collaboration, & strategic KPI management.

• Achieved top industry recognition (Platinum Circle of Excellence) & “World-Class Customer Service” awards for outstanding performance.

• Implemented process improvements in returns, inventory management, & staff scheduling, improving team efficiency, employee & customer retention, & overall customer satisfaction. Managing Director AVO Financial, LLC – Bountiful, UT Oct 2007 – Apr 2013

• Managed investor relations & private equity fundraising, raising millions in capital.

• Built & mentored a high-performance team of financial advisors.

• Developed training materials & managed marketing, sales ops, & program delivery. Call Center Site Manager Convergys/Teleperformance – Boise, ID / Salt Lake City, UT Jan 1999 – Sep 2007

• Led multi-site contact center teams supporting major clients (AT&T, DirecTV, Cisco, Sprint).

• Elevated CSAT to 95% by implementing performance coaching & QA programs.

• Managed HR, training, QA, & support departments, aligning efforts to improve results

• Drove revenue growth through performance strategy & sales enablement. EDUCATION

Bachelor of Arts, Business Management

Utah State University – Logan, UT

Minor: International Language (Chinese) Completed Dec 2005

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