Brandon Franks
Cary,NC
Summary
Accomplished Customer Support Team Lead at DaySmart Software, leveraging expertise in Zendesk and client relationship building to enhance service efficiency. Spearheaded process improvements, and efficiently tracking KPIs. Adept at training and coaching teams, fostering a collaborative environment. Proficient in data analytics, driving strategic decisions and elevating customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Support Team Lead
DaySmart Software
09.2024 - Current
- 7Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Assisted with manual quality assurance testing of new features and software before being deployed into a production environment
- Assessed reports, monitored calls and analyzed clinic relationships to identify process improvement opportunities.
- Maximized productivity by supervising, mentoring and scheduling team of 7 customer support personnel to meet organizational and operational objectives.
Customer Support Level 2
DaySmart Software
02.2024 - 09.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained over a 3.5 replies per hour KPI
Customer Support Specialist
DaySmart Software
08.2023 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software feature and bug patches prior to deployment.
- Multitasked to handle diverse customer needs in high-volume remote setting, prioritizing tasks to keep up with challenging deadlines.
- Maintained over 2.5 replies per hour KPI
Customer Service Representative
CustomerHD
05.2019 - 05.2023
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Managed approximately 25-30 incoming calls, emails and faxes per day from customers
Education
Full Stack Web Development Bootcamp - Computer Science
Lambda School
Remote05-2020
High School Diploma -
West Johnston High School
Benson, NC04-2011
Skills
- HTML and CSS
- JavaScript
- Zendesk
- Salesforce
- Microsoft Suite
- Jira/Confluence
- Data Analytics
- Training and coaching
- Client relationship building
- Customer education
Timeline
Customer Support Team Lead
DaySmart Software
09.2024 - Current
Customer Support Level 2
DaySmart Software
02.2024 - 09.2024
Customer Support Specialist
DaySmart Software
08.2023 - 02.2024
Customer Service Representative
CustomerHD
05.2019 - 05.2023
Full Stack Web Development Bootcamp - Computer Science
Lambda School
High School Diploma -
West Johnston High School