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Director of Data and Analysis

Top Management

Tech analyst, especially adept at written communications, with a keen focus on putting the customer first and making a positive impact on society. Currently challenging my skills in project management methodology and social media management.

-Charged with data collection and reporting for NatsAbroad projects and outlets (twitter: @NatsAbroad, @BabyNatsAbroad)
-Empowered to provide insights and analysis of player performance as well as keeping team members up to date on changes to player status and news relevant to NatsAbroad

- Multi-channel handling of support over chat, email, phone, and ticketing systems
- Call center real time metric analysis as an independent contributor in a fast-paced environment with no downtime
- Partnering with leadership and advisors to find the best solutions for schedule adherence and real time support issues
- Process Evaluation and Enhancement: suggested standardizing processes that would lead to better reporting of productivity from each resource, and where resources were being used if not being used in main job function.
- Standardization of Communications: suggested communications copy that was adopted by team for everyday usage and integrated into process workflows.
- Reporting Data: took over data reporting for monthly team metrics using Tableau and Excel data.


Contact Center Operations Analyst

- Proofed and/or edited responses to customers from Apple over the Twitter and Communities support platforms
- Calibrated with peers, management, and stakeholders to define SOP and guidelines for Apple responses on these
platforms
- Performed ongoing task analysis to further optimize the processes in place and presenting my feedback to Team
Managers, Area Managers, and Senior Specialists

Support Communities and Social Response Reviewer

- Engineered and established standards and business processes for a new team focusing on Apple visibility and addressing issues regarding Apple products for users on Apple Discussion Forums
- Provided troubleshooting information to users on the Apple Discussion Forums with an aim to address root cause
- Engaged with team of peers to resolve issues arising from attempting to provide troubleshooting information to users · Completed ongoing task analysis to further optimize the processes in place


Communities Support Specialist

- Provide sales support to Apple's retail store customers.
- Performed in the top 10% of sales employees during this time.

Sales Specialist


- Developed skills necessary to troubleshoot and perform root cause analysis on all manner of Apple hardware and software issues, exceeding expectations of Apple’s customers in a high-stress and time sensitive environment
- Provided quality mobile support for customers experiencing difficulties with Apple products
- Ensured support to customers provided solutions to best achieve satisfaction for Apple products and services

Mobile Device Technician

- Edited and customized deliverables to station’s specifications for video format, audio format, and content, while utilizing a variety of resources in order to satisfy stakeholders’ expectations
- Supervised the production, duplication, and shipment of deliverables
- Processed raw media resources to be used in deliverables
- Skills used: data processing, SQL manipulation, video editing and overlay/mask creation


Production Staff/ Editor

Braden Bell is a Director of Data and Analysis at NatsAbroad in Austin, TX. View their experience, skills and work history on Malakye — the professional…

Braden Bell — Director of Data and Analysis at NatsAbroad

Braden Bell

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