Brandon Wilhelm Email & Phone Number

Chesapeake, Virginia, United States

Chesapeake, Virginia, United States

• Created and analyzed reports using construction related data from various systems which supported the Real Estate and Construction departments.
• Responsible for ad hoc query building, data validation and analysis deep dives.
• Provided admin support and training to internal and external users of the Real Estate Lifecycle Management System.
• Migrated business essential queries to a new Real Estate Lifecycle Management System.
• Built end of quarter and year reports which provided management with information necessary to create the Real Estate department’s new store budget.

Virginia Beach, Virginia

• Gathered information from various systems, created reports and analyzed the data which supported the improvement of the Active Collections Department.
• Streamlined department reports which improved accuracy, readability and comprehension.
• Created department Key Performance Indicators which led to improved agent performance.
• Awarded Support Employee of the Quarter for Q1 and Q4 of 2018 and Q4 of 2019.

Virginia Beach, VA

• Supervised a Customer Service team of ten employees.
• Resolved complex customer service issues via phone, live chat, email and Social Media.
• Improved productivity for the Customer Service team by implementing dedicated assignments and a static weekly schedule.
• Created a Customer Service department informational website.
• Represented the Customer Service department on product improvement projects.
• Trained Customer Service agents on policies, procedures, internal tools and scripts.

Virginia Beach, VA

• Communicated with customers through phone, live chat and email to handle inquiries, complaints, payments and extensions.

Virginia Beach, VA

• Developed a new website backup product and created a business plan which included a pricing model, market and competitor analysis, benchmarking, customer and market segmentation and customer needs analysis.
• Designed and deployed a customer survey, which provided likelihood to buy figures used in revenue projections.
• Received training on project management methods and the project process.
• Created a network chart of all internal systems for use on later projects.
• Created playbooks which standardized user journey flowcharts, and data analysis documentation.
• Created user satisfaction surveys and analyzed data on customer contact frequency and cancellation reasons which identified pain points for customers when using their services.

Chesapeake, VA

Responsible for secure examination delivery, ethical testing practices, and customer service. Communicated with internal departments to investigate and fix technical issues.

Email marketing for a graduate credit educational program.