Brandon Hannaman
DIRECTV
Caldwell
18
years of professional experience
Adaptable leader with experience in team supervision, customer retention, and employee relations. Built trust through coaching, de-escalation, and professional communication while improving service outcomes. Ready to support compliance, accountability, and stronger workplace relationships.
Work History
Shop Steward
4 Years 3 Months- Resolved member concerns by mediating disputes with management and foremen.
- Resolved member concerns by mediating disputes with management..
- Interpreted collective bargaining agreement, ensuring consistent contract compliance across jobsite operations.
- Documented grievances accurately, tracking issues through proper union procedures.
- Advised workers on rights, and contract provisions.
- Ensured compliance with labor laws, keeping up-to-date on changes in legislation that could impact both employer and employee rights.
- Supported new members by explaining steward processes, reporting steps, and jobsite standards.
- Maintained professional relationships with leadership while protecting member interests and contract integrity.
Customer Loyalty Specialist
14 Years 6 Months- Resolved customer concerns using retention offers, billing adjustments, and service plan reviews.
- Negotiated save solutions for at-risk accounts while maintaining policy compliance.
- Analyzed account history to recommend tailored package changes and loyalty options.
- Documented customer interactions accurately in CRM systems and case notes.
- Guided peers in objection handling and de-escalation methods, reinforcing customer loyalty practices.
Team Leader Manager
3 Years 11 Months- Led daily team huddles to align service goals, call handling expectations, and workflow priorities.
- Coached agents on quality standards, customer empathy, and process adherence.
- Monitored performance dashboards to identify trends and address service gaps quickly.
- Resolved escalated customer issues and coordinated timely follow-up with support teams.
- Tracked attendance, productivity, and compliance requirements to support team accountability.
- Improved team efficiency by refining procedures and reinforcing best-practice work habits.
- Led employee relations through effective communication, coaching, training, and development.
Education
High School Diploma
Completion of Steward Training
No Degree - Labor Relations
- Relevant Coursework: Completed labor laws classes , enhanced steward training, contract negotiations 1.
Skills
Labor law compliance
Conflict management
Complaint handling
Effective communication
Grievance resolution
Excellent communication
Relationship building
Workplace safety
Timeline
Shop Steward
IBEW Local 291
07.2022 - CurrentRead More
Customer Loyalty Specialist
DIRECTV
04.2012 - CurrentRead More
Team Leader Manager
Teleperformance USA
05.2008 - 04.2012Read More
Steward Training
Completion of Steward Training
Read More
Capital High School
High School Diploma
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Grace Carrol Rocky Mountain Labor School
No Degree from Labor Relations
Read More