Brandon Blahnik

Director of Customer Experience at Made In

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About

I am an expert in retaining, growing, and operationalizing customer success and account management organizations. Entrepreneurial and driven, I am an optimistic and innovative change agent with a passion for improving the customer experience and business operations through cross-funtional leadership and detailed, data-driven analysis. Key Achievements -Managed all customer success programs at Corkcicle as we grew from $30m in revenue to over $70m in revenue in 3 years. -Oversaw 120% growth in my service and account management staff with zero turnover -My teams were responsible for executing over $70m in orders in 2019 -Our team won an NBA League award for highest rep satisfaction score across the entire NBA -Managed the CRM strategy for the Client Services department, leading to an award as the Most Innovative Sports Franchise in the world in it's use of CRM in 2014 Key Competencies: -Leadership and Management -Operational Strategy -Change Management -Customer Success and Account Management -Project Management -Customer Experience -Business Operations Technologies -Netsuite, Zendesk, Wrike, Microsoft Dynamics CRM, Qualtrics, Microsoft Dynamics CRM, Archtics Please feel free to reach out to me at BrandonBlahnik@outlook.com to see how I might be able to contribute and add value to your organization.

Ask me about
Flow
retail start up
Customer Experience Management
customer service
Zendesk Support Suite
account management
Customer
Work experience

Nov 2020 - Present

Made In

Director of Customer Experience

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Jul 2020 - Present

Operators Guild

Member

Apr 2020 - Present

AdaptivOps | Operations Community

Member

Sep 2017 - Mar 2020

Corkcicle

Head Of Service Operations

-Responsible for the day-to-day management of the Customer Success and Service teams and programs as we grew from $30m to over $70m annually in 3 years. -Drove process improvement in the execution of orders across our direct to consumer, wholesale, custom, key account, and international distributors. -Managed teams of Customer Service Representatives, Account Service Representatives, and Market Service Specialists. -Transitioned all service platforms to Zendesk cutting our average response time by 50% and leading to an increase in NPS and customer satisfaction -Proficient in Netsuite, Qualtrics, Zendesk, and Wrike platforms

Jul 2015 - Sep 2017

Orlando Magic

Sr. Premium Client Services Manager

• Led and Managed a staff of 3 full time premium client services specialists responsible for servicing and renewing $10 Million in revenue plus an additional 30 part time office and game night staff • Managed the CRM strategy for the Client Services department leading to an award as the most innovative sports franchise in the world in its use of CRM in 2014 • Reported to the Sr. Director of Client Services and Fan Engagement • Served as interim Client Services Manager overseeing the 4 full time client services specialists responsible for an additional $10 million in revenue on top of my normal job responsibilities • Developed and directed a service selling strategy to generate an additional 5% of revenue from our current clients • Responsible for reconciling and maintaining financial reports and budget for the Premium Services department

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Sep 2013 - Jul 2015

Orlando Magic NBA Team

Premium Client Services Manager

• Responsible for managing 120 premium courtside and ultimate season ticket holders accounting for over $4.6 Million in revenue • Created a strategic event level plan to drive renewals, ICON Suite sales, and overall client satisfaction through added value, data driven benefits, and strong personal relationships, which led to renewing 89% of my revenue • Our department won an NBA League award for the highest service rep satisfaction across the NBA • Completed over 100 hours of personal volunteer time through a variety of local non-profit organizations

Feb 2012 - Aug 2013

Orlando Magic

Client Services Specialist

• Responsible for providing exemplary service to over 340 Season Ticket Holder Accounts • Was named the Rookie of the Year in 2012 for the highest renewal percentage of the first year representatives • Far surpassed my 2012-13 Sales Goal • Led both Client Services and Premium Services teams in our transition to CRM, providing continued training and support to our team members as needed • Helped train our part time staff in CRM, as well as lead and manage our team on game and event nights

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Oct 2011 - Jan 2012

Sales Optimizer, LLC

Sales Mastery Trainee

• Led Sales Optimizer’s lead generation program in appointments set over my time there • Trained our clients sales reps on how to use the new Salesforce platform that we helped them implement to ensure strong user adoption • Helped train and mentor new hires to ensure they become profitable to the organization as quickly as possible • Co-led the recruitment of new trainees by building relationships with academic administrators through college athletic departments • Received training in SalesForce.com CRM Platform as an administrator in order to train and consult our clients • Was responsible for initially screening incoming resumes and scheduling the first round of interviews for our potential new hires

Aug 2010 - Jan 2012

Orlando Magic

Premium Services Team Leader and Intern

•Created and organized data using Microsoft Office and Archtics for upper management •Served as team leader for our part time premium service staff on event nights. •Assisted the full time staff in the office with special projects and private group events •Trouble-shot on the go as necessary in order to ensure all guests have a legendary experience •Led tours for corporate Executives around the Amway Center and help host special events for numerous groups.

Apr 2011 - Aug 2011

Heart of Florida United Way

Volunteer Intern

• Coordinated all aspects of our Day of Action reading event at the Boys and Girls Club of Central Florida location for nearly 400 kids and 30 volunteers. • Assisted in welcoming over 1000 guests for our Chef’s Gala, which helped raise over $270,000 for our organization. • Organized and sorted over $50,000 in inventory for our Gives in Kind Center.

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May 2007 - Aug 2010

Florida State University

Volleyball Manager/Graduate Assistant

•Schedule line judges, score keepers, and libero trackers for 15 home matches •Provide personal assistance to the coaching staff during practices, matches, and road trips •Supervise and train volunteer staff •Support marketing, promotions, and facilities employees on game days •Helped lead the team to the 1st ACC Championship in school history and earned a spot in the Elite 8, finishing 3rd in the Nation in RPI

Education

2010 - 2011

University of Central Florida - College of Business Administration

Masters, Business Administration

2006 - 2010

Florida State University - College of Business

Bachelor's, Business Management and Sports Management

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