Customer Experience & Operations Leader

Brandon H. Green

Atlanta, GA Open to Remote or Hybrid

Phone: 786-***-**** Email: *************@*****.*** LinkedIn: linkedin.com/in/brandon-green-9077b0260

Customer Experience & Operations Specialist

Customer experience professional with 7+ years of experience serving as a primary point of contact for customers, managing complex cases, and delivering high-touch support across phone and email channels. Proven in case ownership, documentation accuracy, cross-functional collaboration, and empathetic resolution in fast-paced, compliance-focused environments.

Core Skills

Customer Experience (CX) • Case & Issue Resolution • Phone & Email Support • Customer Advocacy • CRM & Documentation • Escalation Handling • Cross-Functional Collaboration • Process Improvement • Compliance & Policy Adherence • Multi-Channel Support • Service Quality Professional Experience

Benchcraft Company — Customer Success & Operations Manager (Hybrid) 2018 – Present

• Primary point of contact for SMB customers, handling high-volume phone and email inquiries and guiding clients from onboarding through resolution.

• Own cases end-to-end, anticipating needs, coordinating next steps, and ensuring timely, accurate outcomes.

• Document all interactions and case details in CRM systems, ensuring data integrity and compliance with internal procedures.

• Partner cross-functionally to resolve escalations and complex issues; contributed to improving customer satisfaction to 95%.

• Balance urgency with attention to detail while consistently meeting service standards and customer expectations.

Randstad Staffing — Client Success & Operations Manager 2015 – 2018

• Managed ongoing support for multiple client accounts, serving as a trusted point of contact for issue resolution and process guidance.

• Handled time-sensitive concerns with professionalism and empathy, escalating complex issues to ensure timely outcomes.

• Maintained accurate records and reports in compliance with company policies and operational requirements.

• Collaborated with internal teams to resolve service gaps, improve workflows, and enhance overall client experience.

Education

Bachelor of Business Management, Ohio Valley University

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