Bradley William Condon-| - | 510 SW 10th Street, Fort Lauderdale, FL 33315
Summary
Accomplished Call Center Representative and Manager with 10+ years in customer service. Capable of improving customer
satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Always looking for
opportunities to gain new skills and utilize my strengths to accomplish goals in a team environment.
Experience
Esquire Deposition Solutions - Client Care Specialist
03/19 - Present
• Perform the function of client services for the entire organization and can fulfill the client’s requests in a single call.
• Responsible for the scheduling of legal services (court reporters, interpreters, videographers, video conferencing,
etc.), emailing documents, the researching of disputes or billing errors, and other assigned administrative tasks.
• Answer emails from clients and local offices while meeting inward call-per-hour standards.
• Proactively anticipate client needs and deliver excellent client service to help create “clients for life”.
• Collaborate with teammates and fellow employees in local offices to achieve daily productivity and quality
objectives.
ETARU Restaurants - Lead Server
06/18 - 01/19
• Worked with teammates to give guests a high end experience expected on Las Olas Blvd.
• Assisted management with behind the scenes day to day operations and called upon to train and educate new staff
members.
• Coached colleagues about how to use our POS system, meet company standards and up-sell specialty menu items.
• Delegated responsibilities and oversaw the opening and closing of the restaurant.
The Balcony - Server
02/18 - 05/18
• Part of the initial staff and assisted in opening the New Orleans tapas style restaurant on Las Olas Blvd.
• Assisted with the installation of the Micros POS systems and developed the opening and closing checklists for servers.
• Served and educated guests on the tapas concept and encouraged all guests to have a great time while ensuring that
each guest was drinking responsibly.
Chili’s - Lead Bartender and FOH Trainer
11/16 - 02/18
• Mainly bartended and would work serving shifts when help was needed to cover the floor due to either being short
staffed or another employee needed coverage.
• Head trainer for their FOH staff and helped oversee that all employees were adhering to company standards.
• Worked with management to coordinate and promote special events.
• Led our store to bring in record breaking donations for Saint Jude's Children's Hospital as the 2017 Delran Chili's Hope
Captain.
People Media - Call Center Customer Service Representative
03/14 - 08/14
• Provided phone support for the company's numerous websites in addition to approving and denying member pictures
and text entries.
• Documented details such as payments, account information and call logs.
• Answered an average of 75-125 calls per day, addressing customer inquiries, solving problems and providing new
product information.
• Assisted members with site navigation, billing inquiries, account settings and gave recommendations on how their
profile could get more responses.
Experience (Continued)
Bally Total Fitness - Call Center Manager
02/13 - 02/14
• Promoted from phone agent to supervisor followed by a promotion to corporate trainer and soon took over as the
manager for Bally's customer service contact center.
• Worked directly with senior management and was responsible for being the main representative between the
corporate office and the call center that handled the account's contract.
• Restructured the classroom only training program into one that incorporated classroom learning combined with hands
on, live call instruction from mentors (senior phone agents). The first week quality assurance scores of new agents
increased by 23% and the number of escalated calls dropped by 14%.
• Led the customer support team to successfully meet and exceed all of the company´s standards and metrics.
• Recruited, hired, trained and scheduled staff all while still taking all calls that were escalated past a supervisor and gave
quality assurance training to all agents and supervisors.
• Communicated with all customers that had issues unable to be resolved by phone agents via phone and email in a
timely and professional manner.
Other Work Experience
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Panaderias Tutu – Co-Owner
Suzy Q’s Frozen Yogurt and More – Shift Manger
Game Stop – Shift Manager
Dolan’s Irish Pub – Bartender
Dazzle Me Bronze – Shift Manager
Prospector’s Saloon and Steakhouse – Server
American Eagle – Sales Associate
Bath & Body Works – Sales Associate
Bennigan’s - Bartender
Jersey Diner – Server
Pizza Hut – Server and CSR
Education
West Chester University of Pennsylvania, West Chester, PA
• Majored in Secondary Math Education
• Minored in Dance
Skills
Customer service • Quality assurance • Problem-solving skills • POS systems expert • Detail-oriented • Retail sales
Exceptional time management skills • Upselling techniques • Experience with instructional design • Critical thinking
Creative learning strategies • Documentation and reporting • Customer/Client relations • Cash handling expert
High-volume dining • Bar terminology expertise • Wine service • Food and beverage pairings • Classic cocktails • Hospitality
Responsible alcohol service • Food preparation and safety • New hire training • Liquor, beer and wine knowledge • Aloha POS
Micros POS • Salidos POS • Staff management • NetSuite experience • Proficient in MS Office
Certifications
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Bartending/Arts of Mixology, Wine, Beer, and Bar Management • AAA International
Aug 2009 - Present
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Delivering Bad News to a Customer • LinkedIn
Feb 2019 – Present
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How to Design and Deliver Training Programs • LinkedIn
Feb 2019 - Present
