Brandon Glasgow

Brandon J. Glasgow Date of Birth: 14 November 1997 Vieux Fort, St. Lucia |- |- Objective Dynamic and results-driven professional seeking a challenging role within a growth-oriented organization. Bringing proven expertise in operational efficiency, system management, financial modeling, and CRM integration, with a strong foundation in core banking principles and real-time data environments. Dedicated to driving strategic outcomes, optimizing performance, and delivering measurable impact across complex business systems. Education Choiseul Secondary School CSEC General Proficiency: English A, English B, Mathematics, Human & Social Biology, Physics, Technical Drawing, Building Construction, Social Studies Core Skills & Competencies ● Core Banking System (CBS) Acumen: Knowledge of Centralized Online Real-Time Environments, data management, transaction processing, and system integration. ● Project Management: Experience overseeing projects, including complex system implementations. ● Automation & Workflow Creation: Expertise in designing workflows to enhance data synchronization and operational efficiency. ● CRM Expertise: Salesforce, Bitrix24, HubSpot; integration with Kixie Dialer, Enzo Dialer, and RingCentral. ● Communication: Strong written and oral skills for cross-functional collaboration. ● Resolution Management: Troubleshooting and resolving operational issues with efficiency. ● Data Management & Reporting: Proficient in Microsoft Office/Excel for analysis, auditing, and performance reporting. ● Salesforce Operations: Basic system navigation, testing, and training support. ● Technical Proficiency: Rapid adaptability to new technologies and system architectures. ● Customer Service: Proven ability to deliver excellent client experiences. ● Bathymetric Technician Skills: Underwater mapping and data collection. ● Website Development: Responsive design, database schema, and cross-browser testing. Professional Experience CFE Marketing Service | Jan 2025 – Present Systems Data & Performance Manager / Sales & Operations Manager ● Oversaw all operational systems and workflows, ensuring seamless integration of CRM, dialer platforms (Kixie, Enzo), and lead generation tools (Apollo) to maintain real-time data accuracy and operational efficiency. ● Monitored agent performance and sales operations, analyzing key metrics to identify inefficiencies, optimize productivity, and consistently achieve KPI targets. ● Managed outbound and inbound campaigns, ensuring adherence to client objectives and high-quality service delivery. ● Designed and implemented automated workflows and processes to streamline operations, reduce errors, and enhance data integrity across multiple platforms. ● Developed, maintained, and enhanced financial models to support strategic planning, forecasting, and variance analysis for R&D, administrative operations, and corporate initiatives. ● Provided training, coaching, and onboarding for sales agents and operations staff, improving system adoption, performance, and overall team effectiveness. ● Partnered with leadership, FP&A, and functional managers to deliver actionable insights, reports, and recommendations for continuous operational improvement. ● Led small-scale projects focused on process optimization and enhanced data-driven decision-making. Key Achievements: ● Successfully integrated multiple operational systems into a centralized, real-time environment, mirroring best practices in core banking systems. ● Consistently exceeded team productivity and sales targets while maintaining high-quality standards. ● Implemented process and workflow enhancements that increased operational efficiency and reporting accuracy. ITEL BPO | November 2024 – January 2025 Sales Advisor ● Consistently met and exceeded sales targets for TV, phone, and internet services, demonstrating strong client engagement and persuasive selling skills. ● Successfully upsold premium internet packages, achieving 93 sales in a single month, setting a company record. ● Managed high-volume transactions efficiently, ensuring accuracy and timely processing for all customer purchases. ● Provided tailored product recommendations based on customer needs, building trust and enhancing overall client satisfaction. ● Maintained detailed records of sales activity and customer interactions in CRM systems to support reporting and performance analysis. Coastal Marine Design Build | May 2024 Part-Time Ship Navigator ● Assisted in voyage planning, route plotting, and real-time navigational monitoring, ensuring safe and efficient maritime operations. ● Operated and maintained navigational instruments, including radar, GPS, and electronic chart systems, to support accurate vessel positioning. ● Maintained meticulous navigational records, updated charts and publications, and ensured compliance with maritime standards. ● Communicated effectively with the captain, navigator, and crew to ensure coordinated operations and safety. Bathymetric Technician ● Collected underwater depth data using sonar equipment and autonomous underwater vehicles (AUVs), producing precise bathymetric maps. ● Processed and validated raw data, eliminating errors and ensuring the highest standards of data integrity. ● Calibrated and maintained technical equipment to guarantee accurate measurements and reliable results. ● Produced detailed visualizations and reports of underwater terrain for research, mapping, and operational planning purposes. Self-Employed | Nov 2019 – Aug 2024 Web Developer ● Designed and developed responsive, secure, and scalable web applications, implementing optimized database structures to ensure efficient data storage and retrieval. ● Conducted thorough cross-browser testing and quality assurance to guarantee consistent performance across multiple platforms and devices. ● Delivered technical support and tailored development solutions for clients, ensuring projects met requirements, deadlines, and high standards of quality. ● Collaborated with clients to translate ideas into functional web solutions, enhancing user experience and functionality. ● Maintained and updated web applications, applying best practices for security, performance, and system integration. Mr. Glasgow Films | Jan 2024 – May 2024 Content Creator / Photographer & Videographer ● Produced and directed creative advertising campaigns, video trailers, and professional photography projects, delivering high-quality visual content tailored to client objectives. ● Conceptualized, planned, and executed multimedia projects from ideation to final delivery, ensuring alignment with brand vision and messaging. ● Collaborated with clients to understand goals and provide creative solutions that enhanced audience engagement and promotional impact. ● Managed production workflows, including editing, post-production, and quality control, ensuring timely delivery of professional-grade content. Mayfair Funding Solutions | July 2023 – January 2024 Director of Sales / Sales Development | https://mayfairfundingsolutions.com/ ● Led and managed a high-performing sales team, providing coaching, mentoring, and performance oversight to maximize productivity and goal attainment. ● Developed and executed comprehensive sales strategies to achieve revenue targets, drive market expansion, and enhance client acquisition. ● Managed high-volume outreach, conducting 350+ calls daily, resulting in 12+ applications submitted per month and successfully funding 3+ new deals monthly. ● Analyzed team and individual sales performance, leveraging data-driven insights to optimize workflows, improve conversion rates, and enhance client engagement. ● Implemented best practices for sales processes, reporting, and client relationship management to ensure operational excellence. HomeLight | Dec 2022 – Jul 2023 Client Communication Specialist ● Served as the primary point of contact for clients, proactively addressing inquiries, resolving concerns, and ensuring consistently high satisfaction levels. ● Managed projects, tracked potential risks, and delivered actionable insights to improve client outcomes and operational effectiveness. ● Generated detailed reports on client engagement, team performance, and satisfaction metrics to support strategic decision-making by management. ● Collaborated cross-functionally with sales, operations, and marketing teams to deliver a unified, seamless client experience. HomeLight | Sep 2021 – Dec 2022 Sales Supervisor ● Directed, coached, and monitored call center teams, leveraging KPI tracking and targeted training to drive performance improvements and operational excellence. ● Implemented innovative marketing and outreach strategies, increasing customer engagement by 30% and boosting overall sales by 10.09%. ● Oversaw workflow optimization, quality control, and operational efficiency to maintain high service standards across the team. Client Advocate / Home Consultant ● Managed high-volume inbound and outbound lead pipelines, consistently achieving conversion rates above 30% while maintaining exceptional customer service standards. ● Conducted 100–200 daily calls, consistently exceeding connect and conversion benchmarks. ● Maintained accurate CRM records to support reporting, follow-up, and informed decision-making across teams. ITEL BPO Smart Solutions | May 2020 – Sep 2021 Customer Service Representative ● Delivered comprehensive multichannel support via phone, email, and live chat for high-profile clients, including JCPenney and Lifetouch, ensuring timely and effective resolution of customer inquiries and concerns. ● Managed and maintained detailed customer records in Salesforce CRM, ensuring data accuracy, operational efficiency, and seamless reporting for management and team performance analysis. ● Handled 80+ inbound/outbound calls daily and over 20 email correspondences, consistently meeting and exceeding service-level agreements and operational performance targets. ● Demonstrated strong problem-solving and communication skills to resolve complex customer issues, earning recognition for exceptional service delivery and maintaining high customer satisfaction. ● Collaborated with internal teams to escalate issues, provide feedback, and implement process improvements that enhanced workflow efficiency and customer experience. OJO Homes / WolfNet (OJO Labs) | Apr 2018 – May 2020 Sales Development Representative / Customer Engagement Representative / Quality Analyst ● Conducted 200–250 daily calls to warm and cold leads, maintaining a minimum 50% warm lead conversion rate, contributing directly to sales growth and pipeline development. ● Managed all lead and customer interactions in Salesforce CRM, ensuring accurate records, timely follow-ups, and compliance with company standards. ● Scheduled appointments and coordinated meetings with real estate agents, facilitating smooth lead transfers and supporting operational efficiency. ● Performed quality assurance on call interactions, identifying areas for improvement and providing actionable feedback to agents to enhance service standards. ● Developed strong relationships with clients and real estate agents, effectively addressing inquiries and building trust to maximize conversion potential. ● Consistently exceeded individual performance metrics while contributing to team goals, demonstrating adaptability and effectiveness in a high-volume, target-driven environment. ● Assisted in onboarding and training new agents, sharing best practices for lead management, CRM usage, and sales strategies. ● Collaborated with management to identify workflow inefficiencies, recommending process improvements that enhanced overall operational productivity. Windward Island Packaging Company Ltd (Winera) | Jan 2017 – Jan 2018 Office Assistant ● Performed data entry, organized and maintained confidential records, and supported daily administrative workflows to ensure operational efficiency. ● Assisted with document management, filing, and record-keeping to maintain compliance and accessibility for business operations. Designer & Junior Machine Operator ● Produced high-quality packaging designs and operated machinery for major clients, including Domino’s, Heineken, and Guinness. ● Assisted in the production process, ensuring accuracy, consistency, and adherence to brand specifications. ● Maintained equipment and coordinated workflow to optimize production efficiency and meet client deadlines. SMJ Beverages Stores | Jan 2015 – Jan 2016 Maintenance & Repair Assistant ● Managed inventory, organized and maintained tools, and performed machinery repairs to ensure smooth operational functionality. ● Assisted in preventive maintenance and troubleshooting to minimize downtime and improve operational efficiency. Spartan Health Sciences University | Jan 2016 Booking / Real Estate Assistant ● Assisted in locating affordable housing for foreign exchange students, coordinating with property owners and university staff. ● Managed scheduling, property bookings, and communication to ensure a seamless relocation process for students. Island Nature Tours | Self-Employed Tour Guide & Adventure Leader ● Led immersive waterfall and hiking expeditions across St. Lucia, ensuring participant safety, adherence to COVID-19 protocols, and exceptional tour experiences. ● Planned and coordinated routes, logistics, and group activities to deliver engaging, educational, and memorable adventures. ● Provided expert knowledge on local geography, flora, and fauna, enhancing the overall experience and satisfaction of tourists. ● Managed client interactions and expectations, building strong relationships and promoting repeat business and referrals. Achievements ● Top Trainer Setter – Wolfnet Campaign, OJO Labs (71 Sales, May 2019) ● 2nd Place Demo Set – WolfNet, OJO Labs (55 Sales, June 2019) ● 1st Place – Highest Facebook Conversion, OJO Labs (October 2019) ● 2nd Place – Sales Champion, OJO Labs (December 2019) ● 1st Place – September Legend, ITEL BPO Smart Solutions (September 2020) ● Performance Guru Award – ITEL BPO Smart Solutions (99.67%, November 2020) ● Quality & Outstanding Performance Award – ITEL BPO Smart Solutions (Q4 2020)

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