Braden Bell
Director of Data and Analysis · NatsAbroad
Austin, TX
In My Own Words
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.
Work Experience
Director of Data and Analysis
NatsAbroad2017 – Present
-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
Contact Center Operations Analyst
Apple, Inc2016 – 2017
- 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.
Support Communities and Social Response Reviewer
Apple, Inc.2015 – 2016
- 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
Communities Support Specialist
Apple, Inc2013 – 2015
- 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
Sales Specialist
Apple2013 – 2013
- Provide sales support to Apple's retail store customers. - Performed in the top 10% of sales employees during this time.
Mobile Device Technician
Apple, Inc2010 – 2013
- 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
Production Staff/ Editor
Blue Flame Studios2008 – 2010
- 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
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