Brady Austin
Draper,UT
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
6
6
years of professional experience
Work History
Process Improvement Lead
Walmart Trust and Safety
Draper, USA
12.2022 - Current
- Analyzes and updates standard operating procedures to ensure accuracy and current procedures
- Analyzes data to determine agent outliers and presents solutions based on the data to leadership group
- Analyzes applications to determine up to date fraud trends and communicate said trends to team members
- Fields escalations from business development partners
- Provides suggestions on how to improve agent behavior as well as standard operating procedures using overturn and outlier data obtained from escalations and audits
- Leads Ad-hoc upskill trainings on other areas of our business
- Leads application calibration and refresher trainings to ensure agent accuracy
- Assisted with the launch of the Global Seller Experience initiative allowing sellers to join multiple international Marketplaces
- Supported Team managers with Key Performance Indicator analysis
Application Vetting Specialist
Walmart Trust and Safety
Draper, USA
09.2021 - 12.2022
- Assisted with vetting seller applications for fraud and ensured information on application was accurate
- Assisted in the mentoring program to train new agents as well as upskill seasoned agents on different workflows of the business
- Assisted with the launch of new international seller applications to the United States Marketplace
- Assisted with creating an agent recognition program
- Assisted Supervisors with reviewing agent decisions for accuracy as well as fielded escalations as given
- Assisted sellers through phone and email support on applications
Banker support specialist
Wells Fargo Bank
Salt Lake City, USA
03.2019 - 02.2021
- Fielded inbound inquiries from bankers related to inquiries in relation to standard operating procedures
- Assisted with recommendations on updates to standard operating procedures to make them more effective for agent use
- Assisted in new agent training through the mentoring program
- Assisted in multiple queues such as: Loans, Small/Medium Bank Accounts, Official Bank Checks, Teller procedures, and Documentation Procedures
- Ensured bank compliance through advising bankers on regulatory issues
Education
High School diploma -
Taylorsville High School
Taylorsville, Utah01.2011
Skills
- Customer service skills
- Data analysis
- Process improvement
- Microsoft Office
- Detail oriented
- Leadership skills
- Coaching experience
- E-commerce
- Fraud detection
- Salesforce
- Standard operating procedures
- Customer service
- Team collaboration
- Critical thinking
- Flexible and adaptable
- Active listening
- Key performance indicators
- Agent training
- Escalation management
- Problem solving
- Effective communication
- Multitasking
- Friendly, positive attitude
- Data entry
Timeline
Process Improvement Lead
Walmart Trust and Safety
12.2022 - Current
Application Vetting Specialist
Walmart Trust and Safety
09.2021 - 12.2022
Banker support specialist
Wells Fargo Bank
03.2019 - 02.2021
High School diploma -
Taylorsville High School