Brandon Garner has over 12 years of experience in management and customer service roles within the financial services industry. He has a proven track record of exceeding goals and initiatives related to loan collections, risk assessment, and loss prevention. Currently he is an Associate Manager at H&R Block managing multiple teams and seasonal staff. Previously he held Supervisor roles at US Bank and Chrysler Financial where he consistently delivered exceptional employee coaching and development.

1. Brandon Garner
908 E. Oak Crest Dr.
Gardner, KS 66030
(913) 710-2214
btgarner78@gmail.com
Qualifications Summary
Accomplished professional and member of management leadership team with 12 years of management experience
delivering exceptional employee coaching and development results. Driver and 14 year champion of customer service,
achieving consistent recognition for exceeding company/department initiatives and goals in loan collections, risk
assessment and loss prevention objectives.
Professional Experience
H&R Block, Kansas City, MO
Associate Manager Financial Services 11/2014-Present
• Currently assigned as the sole Associate Manager for the Collections Team, the Second Tier Customer Service
Team, and the Financial Services Field Support Team
o Managing the daily activities of a seasonal staff which includes 70-80 Customer Service Associates and 8
Supervisors
o Partnering with Talent Acquisition, Human Resources, and Workforce Planning to recruit, onboard, and off
board seasonal staff in accordance with tax season ramp plan
o Continuing to manage the daily and seasonal productivity of the Collections Team as they average $3
million in recovery debt
o Collaborating with the Supervisor Staff and Leadership Team which includes the Vice President of the Client
Services Organization, in the implementation of the “4DX” (Four Disciplines of Execution) Model of goal
achievement in order to successfully reduce average handle time on calls and improve client satisfaction
feedback via phone survey
Associate Manager Collections Team 01/2013-Present
• Partner with peers a across multiple organizations to develop and implement consistent and effective execution of
collection strategies which resulted in $3.5 million being collected
• Establish, evaluate, and implement collection departments control and standards
• Thorough knowledge of the Fair Debt Collections Practices Act, and general knowledge of best collection practices
• Ensure compliance with Corporate Guidelines and regulatory rules
• Evaluate and propose collection system/tools/reporting:
o Call Scripting
o Quality Control/Call Monitoring
o Setting Collector Performance KPIs/standards
o Dialer Campaign Strategy/Management
o Inbound/Outbound Call Management
• Proven ability to influence and interact with all levels of management, including senior leadership
• Manage the daily activity of 2 Supervisors and up to 50 Collection Associates

2. • Create reporting on agent and supervisor metrics
• Work with new supervisors on developing and improving their coaching techniques
• Work with Human Resources and talent acquisition on creating an interview and onboarding process for collections
team
• Honored with the Vital Piece Award by H&R block during first year of employment for delivering results to
shareholders within the first year of collections team being established
US Bank, Overland Park, KS 09/2010-01/2013
Supervisor of Mid Stage Consumer Credit Card and Early Stage Corporate Credit Card teams (04/2012-01/2013)
• Supervise daily activities of Mid Stage and Corporate Card teams as they alternate between auto-dialer and
manual collection activities (total of 12 employees).
• Review and analyze team scorecard results to deliver coaching and development that drive compliance and
achieve financial goals and results month over month.
• Managed the quality assurance evaluation strategy by piloting the new release to ensure regulatory compliance.
• Facilitate and collaborate with management and end users across multiple call center sites to define new
collection system attributes and submit enhancements to refine system development.
• Primary point-of-contact in the absence of both immediate manager and vice president to address department
issues, facilitate site-to-site conference calls, and attend manager meetings.
• Analyze Corporate Card delinquent volumes to determine dialer strategy and recovery.
• Manage the collaboration efforts across multiple sites to facilitate the completion of software testing for system
updates.
• Continually coaching and developing collectors for higher-level collections and potential leadership opportunities.
• Sharing efforts with other supervisors to train new hire classes
• Soliciting input from direct reports to validate the effectiveness of current collection strategies with upper
management
Supervisor Early Stage Consumer Credit Card Collections (09/2010-03/2012)
• Supervised daily activities of 10 to 14 Early Stage Collectors in an auto-dialer environment.
• Developed and implemented Excel-based tracking for agents and supervisors that gathers daily performance
data and drives improvement in key performance indicators.
• Introduced and promoted the use of peer-to-peer coaching and routine feedback sessions in order to drive
early-stage loss mitigation, ensure customer satisfaction, and maintain compliance with evolving regulatory
expectations.
• Fielded escalated supervisor calls to timely and effectively address cardholder concerns.
• Project lead creating daily staffing scheduler that was implemented by multiple service center sites to determine
calling and dialer strategies.
• Managed reporting for delivery of corrective action, employee leaves-of-absences and department expenses.
• Collaborated with other members of management to pilot and develop a new system for time keeping and
results tracking.
• Evaluate potential employment candidates, scheduling and interviewing for new operations site growth.
• Participated in a multi-department community service committee on several events for the United Way.
• Involvement in employee development resulted in the promotion of agents to mid-stage collections.
Chrysler Financial, Overland Park, KS 6/2002-08/2009
Supervisor High Risk Collections/Customer Service (03/2006-08/2009)
• Sought out by Center Management to coach and develop 7 different Collections Teams for minimizing loss in 5
regions of the country.

3. • Managed multiple portfolios of over 500,000 outstanding accounts.
• Supervised the daily workflow of both Collections and Collections Support Teams totaling 16 employees.
• Used Microsoft Excel to track individual productivity and provided daily, monthly, and quarterly updates through
written and verbal feedback.
• Responsible for 10 Customer Service Representatives receiving Excellence Awards and 2 to be promoted to
Supervisor positions.
• Earned 8 Excellence Awards for surpassing department goals.
• Volunteered for cross-functional opportunities with the Human Resource Department that involved recruiting
and interviewing potential employment candidates.
Supervisor Newly Delinquent Collections/Customer Service (06/2005-03/2006)
• Supervised the daily activities of 6 to 9 newly trained Customer Service Representatives.
• Created individual development plans that enabled the team to exceed department goals for 5 consecutive
months.
• Volunteered to coach employees on how to address customer concerns during Hurricane Katrina.
• Trained new hires on how to interact with law firms, law enforcement, and insurance companies about any
factors that may have impacted the customer’s Chrysler account.
• Recognized by 45% of the Customer Service Representatives in the department as being the supervisor they
most wanted to work for while second place received 15%.
• Volunteered to provide peer-to-peer coaching to recently promoted supervisors that helped them get adjusted to
their new positions.
• Responsible for the promotion of Customer Service Representatives to High Risk Collections.
Customer Service Representative (6/2002-6/2005)
• Negotiated payment plans on delinquent auto loans and addressed customer concerns.
• Volunteered to provide peer-to-peer coaching to newly trained Customer Service Representatives.
• Recognized for finishing in the top 5 of the 36 person department for overall best delinquency results from
March to May 2005.
• Recognized for finishing in the top 5 of the 36 person department for lowest number of repossessions in May
2004.
Professional Development
Education Bachelors of Fine Arts-Graphic Design. University of Kansas-Lawrence, KS.
Technical Skills Lotus Notes 7, and Mainframe
Microsoft Office Tools Word, Excel, PowerPoint, Access, Outlook
References available upon request.