Adam Pressley
Clarksville,United States
Summary
Analytical professional prepared for this role with extensive experience in data analysis and interpretation. Known for delivering actionable insights and driving process improvements that align with business goals. Highly collaborative team player with focus on achieving results and adapting to changing needs. Skilled in statistical analysis, data visualization, and project management having led teams of 2 - 10 members.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Quality Insight Analyst
TikTok
01.2025 - Current
- Assist with the development, documentation, and tracking of key performance indicators (KPIs) and metrics to evaluate service, and product user experience quality.
- Workshop establishment of user experience analysis, as well as deliver quantitative insight data to identify areas for improvement
- Perform collection and analysis of user experience quality data including overall satisfaction and impact on business outcomes to inform benchmarking efforts
- Collaborated with cross-functional teams to integrate quality and insights into decision-making processes
Quality Assurance Analyst
TikTok
01.2023 - 12.2024
- Maintained an evolving Quality Dashboard to ensure visibility of data for stakeholders and senior leadership to make business informed decisions
- Helped to develop and implement the inaugural version of unified quality to the User Support Operations team of TikTok.
- Completed root cause analysis (RCA) at the granular and site wide levels to provide evidence based solutions from the qualitative and quantitative data gathered through various processes.
- Facilitated calibrations to have informative and candid dialogue about team and site wide quality.
- Led Monthly Quality Reviews and participated in Monthly Business Reviews to provide stakeholders visual data on quality information for frontline associates.
- Development or revision of SOPs for various subjects such as a standard department workflow, alterations to improve specialty workflows and new workflows to meet growing company needs.
- Conducted onboarding interviews for both full time and third party associates.
Senior Associate, Bugs and Feedback
Tiktok
04.2022 - 12.2022
- Collaborated with module partners to export, verify and label user feedback cases that belonged to the Security module of the Bugs department.
- Analyzed daily feedback to identify and escalate issues dealing with safety concerns and privacy bugs within the app.
- Perform pattern analysis to identify ongoing issues for users to ensure proper function of the application.
- Communicate efficiently with international teams pertaining to escalated application issues.
- Worked with other department leads in identifying as well as instructing how to deal with bug issues in their departments.
Senior Associate, Suspension Appeals
TikTok
11.2021 - 04.2022
- Developed and implemented data-driven initiatives to optimize content distribution across platforms.
- Mentored junior associates, fostering professional development and knowledge sharing within the team.
- Analyzed user feedback to identify trends, driving actionable insights for content strategy improvements.
- Provided support to all associates in the department with complex or special situations concerning casework.
- Assisted Department leads in tasks to increase proficiency of department.
- Helped track department metrics and efficiency during authorized overtime periods.
- Created SOPs for newly introduced procedures or altered current procedures to improve workflow.
- In absence of a department lead would take the department or individual team through daily routine including meetings, daily work instruction and cross-communicating with other departments.
Customer Service Associate
Intellipro Group Inc
06.2021 - 10.2021
- Handled incoming emails from users that were experiencing issues with accounts.
- Cross referenced customer issues with company instruction on resolution pertaining to individual issues of the user.
- Handled issues in a timely manner to meet and exceed desired company metrics.
Senior Game Advisor/Key Holder
GameStop
10.2018 - 02.2021
- Oversaw a team of 2 associates during work shifts.
- Maintained and organized inventory of entertainment media that exceeded $175,000 in store.
- Implemented enhanced security measures of high value items.
- Developed customer rapport, engaging people one on one as well as resolving escalated customer discrepancies.
- Addressed initial technology malfunctions with hardware and software.
- Aided in new hardware installation in store to update Computer and Networking systems. Aided in POS upgrade deployment.
- During Covid-19 pandemic aided in emergency coverage of other stores to ensure uninterrupted service to customers.
Open Source Intelligence Analyst
United States Army
06.2007 - 10.2013
- Conducted comprehensive open-source research to identify emerging threats and trends in various domains.
- Analyzed data from diverse sources, enhancing situational awareness for decision-makers.
- Developed detailed reports synthesizing findings to support strategic initiatives and operational planning.
- Collaborated with cross-functional teams to implement intelligence-sharing protocols and best practices.
- Maintained and organized records for 1,000+ personnel, including highly sensitive data associated with national security clearances.
- Ensured 100% compliance with DoD clearance requirements through meticulous tracking and timely submission of background documentation.
- Identified and resolved discrepancies across personnel and clearance files, achieving a 100% “ready” status for the organization’s annual inspection cycle.
- Proficient in intelligence systems, data visualization tools, and maintaining secure communications.
- Demonstrated leadership and attention to detail in high-pressure environments.
- Trained junior analysts in advanced research methodologies, enhancing the overall capabilities of the team.
Education
Bachelor's - Computer Information Systems
Austin Peay State University
Clarksville, TN05.2021
Skills
- Microsoft Office
- Data visualization and presentations
- Time management
- Interpersonal skills
- Records management
- Data entry
- Accuracy and attention to detail
- Analysis skills
- Microsoft Excel
- Technical Proficiency
- Operational planning
Certification
Driver's License
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Quality Insight Analyst
TikTok
01.2025 - Current
Quality Assurance Analyst
TikTok
01.2023 - 12.2024
Senior Associate, Bugs and Feedback
Tiktok
04.2022 - 12.2022
Senior Associate, Suspension Appeals
TikTok
11.2021 - 04.2022
Customer Service Associate
Intellipro Group Inc
06.2021 - 10.2021
Senior Game Advisor/Key Holder
GameStop
10.2018 - 02.2021
Open Source Intelligence Analyst
United States Army
06.2007 - 10.2013
Bachelor's - Computer Information Systems
Austin Peay State University
Military Service
- Branch: Army
- Service Country: United States
- Rank: Sergeant E-5
- June 2007 to October 2013
- Office Administration -
- Maintained and organized records for 1,000+ personnel, including highly sensitive data associated with national security clearances.
- Ensured 100% compliance with DoD clearance requirements through meticulous tracking and timely submission of background documentation.
- Identified and resolved discrepancies across personnel and clearance files, achieving a 100% “ready” status for the organization’s annual inspection cycle.
- Served as liaison between HR, Security, and Operations departments to streamline data accuracy and improve information flow.
- Intelligence Analyst-
- Trained Intelligence Analyst with extensive experience in collecting, analyzing, and disseminating critical information to support tactical and strategic operations.
- Expert in evaluating threat patterns, preparing actionable intelligence reports, and coordinating with joint forces and security agencies.
- Maintained accuracy and integrity in handling classified data, contributing to successful mission planning and situational awareness.
- Proficient in intelligence systems, data visualization tools, and maintaining secure communications.
- Demonstrated leadership and attention to detail in high-pressure environments, with a strong foundation in information security and analytical problem-solving.