Open to opportunities

Brandt Hardin

@brandthardin

Message

Customer Service and Technical Support specialist with 20 years experience.

United States

Message

What I'm looking for

I am looking for a role that values teamwork and offers growth opportunities.

I am a dedicated Customer Service and Technical Support specialist with over 20 years of experience in call center operations and 10 years in management. My journey began in my father's small business, where I learned the importance of respect and teamwork. I have honed my skills in technical support for Apple products, where I have been promoted multiple times due to my commitment to excellence and customer satisfaction.

Throughout my career, I have successfully managed call center operations, developed training programs, and implemented marketing strategies that resulted in significant sales increases. My ability to motivate teams and foster a collaborative environment has been recognized with several awards, including the Four Diamond Marketing Manager Award from RainSoft. I pride myself on my communication skills and my ability to bridge gaps between clients and teams, ensuring that everyone is aligned towards common goals.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Technical Support Agent

Current

Kelly Services

Jun 2017 - Present (8 years 4 months)

Provided technical support, billing support, and customer service for a complete line of Apple products. Took ownership of and resolved escalated Technical Support cases, Fraud and Billing issues, and Customer Complaints.

Technical Support Billing Support Customer Service apple Troubleshooting Escalation Management

Quality Associate

Teletech

Dec 2016 - Present (8 years 10 months)

Provided quality monitoring for the Intuit Product Support Department (TurboTax). Monitored and evaluated Product Support phone calls from agents across multiple US sites and at-home agents.

Turbo Tax Quality Assurance Client Communication Remote Collaboration Training Delivery Product Support

Call Center Manager

Environmental Water Testing, LLC

Mar 2015 - Present (10 years 7 months)

Managed Outbound/Inbound Call Center Operations for the Inside Sales Department, including recruiting, hiring, and training. Achieved a 15% increase in sales and a 30% increase in leads over an 11-month period.

Inside Sales Recruiting Hiring Training Software Implementation Lead Generation Scripting Sales Growth

Marketing Manager

Environmental Water Systems, Inc.

Sep 2007 - Present (18 years 1 month)

Managed Inside Sales, Call Center Operations, Marketing Campaigns, Graphic Design, and Internet Campaigns. Supervised a Marketing Department staff of up to 12 employees, including recruiting, hiring, and training.

Marketing Management Inside Sales Call Center Operations Graphic Design Lead Generation Direct Mail Web Development

Office Manager

Wilkerson & Associates / National Data Questing

Aug 2006 - Present (19 years 2 months)

Managed daily activities of an Outbound Call Center during a company merger, overseeing over 60 representatives, 4 supervisors, and an assistant manager. Managed residential and commercial Marketing Research surveys.

Office Management Call Center Operations Marketing Research Quality Control Campaign Management Client Relations Staff Training

New Accounts and Customer Service Representative

Convergys

Jul 2004 - Present (21 years 3 months)

Conducted credit inquiries and activations for AT&T Wireless Business and Customer accounts. Utilized major credit bureau system software, including Equifax and Dunn & Bradstreet.

Customer Service CRM Software Dun & Bradstreet AT&T Wireless Cingular Wireless

Supervisor

TNS Intersearch

Jan 2002 - Present (23 years 9 months)

Conducted marketing research for clients such as The Gallup Poll, Duke Power, Sprint, AT&T, Paypal, and Delta Airlines. Maintained quality control through monitoring, job briefings, and controlled studies via PC.