S.

Brandon Stecher
5375 Cumberland Forest Lane
Jacksonville, FL 32257
brandon.stecher@gmail.com

Cell: 904-207-4014

Dedicated customer service representative with 8+ years of experience in multiple retail and food
service settings. Consistently achieve record-high customer satisfaction rankings through VOC Scores, Secret
Shopper Scores, and customer feedback.
Respected decision making and leadership skills; instill a shared, enthusiastic commitment to customer
service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety,
security, quality, and store operations policies.
Areas of Expertise
Customer Service Lead
Complaint Handling & Resolution
Retail Operations Assistance
Customer Satisfaction Enhancement
Exceptional Front-End Expertise
Sales & Margin Improvement
Order Fulfillment
Project Analysis
Advanced Technical Knowledge
Professional Experience
August 2012 - Present
Florida Blue Jacksonville, FL
Work with a Project Management team to produce results within budget and time constraints. My work in the
Information Technology department is to ensure that incoming New Work requests are directed to the impacted
internal team in a timely manner.
Selected Contributions:
Support Project Managers performing weekly and monthly audits associated with change requests, project
sizing, project scheduling, project deployments, and project lessons learned using basic knowledge from the
Project Management Body of Knowledge (PMBOK).
Monitor and analyze projects using Microsoft Project 2010 and Project Web App to ensure projects align to
baseline cost and schedule as planned.
Perform administrative tasks such as building reports for leadership using Microsoft Office Suite and other
database tools.
Oversee new projects that come into the Information Management department through a Gatekeeper request
and distribute them to the necessary team using New Work process flow.
Use time management process flows to perform time coding audits for resources assigned to project tasks
under EPMI guidelines and standards.

Nov 2004 May 2013
T-Mobile, Retail Sales Representative Jacksonville, FL
Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top
performance. Lead front-end operations to ensure friendly and accurate customer and sales representative
interactions.
Selected Contributions:
Consistently scored at the proficient level on customer service Secret Shops.
Maintained a leadership role in the store to meet and exceed my quota within a team environment.
Train and coach new employees on the daily tasks and operations of the store and sales.
Perform daily procedural tasks such as paperwork, inventory, and ordering supplies.
Cash handling and well as store key holder.






May 2004 - Nov 2004
Advance Auto Parts, Sales clerk Jacksonville, FL
Selected Contributions:
Assisted customers with product needs.
Increased customer service experience by 5%.
Trained new employees on day to day procedures.

Education and Training
2013 Present
Florida State College of Jacksonville Jacksonville, FL
B.A.S. in Information Technology Management

2009 - 2012
Florida State College of Jacksonville Jacksonville, FL
A.S. in Computer Science

2009 Elapsed Time of 6 Months
T-Mobile Jacksonville, FL
Career Development Program (CDP)
Learned and participated in the standards of becoming a manager.
Completed a portfolio of the skills learned.