Open to opportunities

Brendan Thompson

@brendanthompson1

Customer Support Specialist with 10+ years’ call center and remote support experience, focused on escalations, account management, and efficiency.

United States

Message

What I'm looking for

I’m looking for a customer support role where I can lead high-volume remote and call center operations, own escalations and account management, and use CRM systems to improve turnaround times, retention, and day-to-day efficiency.

I’m a customer-focused professional with 10+ years of experience in customer service, remote support, account management, call center operations, and team leadership. I handle high-volume interactions and resolve escalations while improving operational efficiency through smarter workflows and data-driven decisions.

In leadership roles, I reduced labor costs by 15% through improved staff scheduling and operational planning, and I increased sales revenue by 18% through customer engagement and upselling. I’ve also improved order turnaround time by 15% using CRM-based processing, and I supervised a team of 20 collectors to recover $50K+ monthly in delinquent loan accounts, with a strong focus on compliance and clear documentation.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Cash America Pawn

Jan 2024 - Jan 2025 (1 year)

Reduced labor costs by 15% through improved staff scheduling and operational planning. Managed daily operations, customer escalations, inventory audits, cash handling, and vendor coordination.

Staff Scheduling Operations Planning Customer Escalation Cash Handling Vendor coordination Sales Analysis CRM Systems Team Leadership

Assistant Manager

GameStop

Jan 2022 - Jan 2023 (1 year)

Increased sales revenue by 18% through customer engagement and upselling strategies. Provided customer support, managed POS transactions, inventory, scheduling, onboarding, and maintained daily cash reconciliation and financial reporting.

Upselling Customer Service POS Inventory Management Scheduling Onboarding Cash Reconciliation Financial Reporting Customer Retention

Customer Support Specialist II

Cellofoam North America

Jan 2019 - Jan 2022 (3 years)

Managed high-volume inbound B2B support across multiple regions and processed orders, invoices, quotes, and payments with high accuracy. Improved order turnaround time by 15% through workflow improvements and cross-team collaboration.

Inbound Customer Support B2B Support CRM Systems Order Processing Invoice Management Payment Processing Team Collaboration

Assistant Manager

Hibbett Sports

Jan 2016 - Jan 2018 (2 years)

Managed staffing, scheduling, inventory audits, and customer service operations, earning Employee of the Month four times. Maintained cash handling compliance and improved operational efficiency through consistent processes.

Staffing Staff Scheduling Customer Service Cash Handling Sales Performance Operational Efficiency Problem Solving Inventory Management

Asset Recovery Supervisor

UPG Recoveries

Jan 2013 - Jan 2016 (3 years)

Recovered $50K+ per month in delinquent loan accounts in a high-volume call center environment. Supervised and coached a team of 20 collectors on negotiation and communication strategies while maintaining detailed account documentation and compliance standards.

Asset Recovery Team Leadership Coaching Negotiation Compliance Documentation Account Management