Brandon Nichols

• Facilitated resolution of customer inquiries to enhance satisfaction and loyalty.
• Driving advanced support processes and workflow projects supporting Hulu, Disney+, and ESPN+, including initiating, planning, executing, and delivering high-quality projects to benefit over 5,000 internal users in 64 managed international territories.
• Manage internal and external messaging for issues varying in severity, using high judgment to deliver appropriate verbiage.
• Addressed escalated customer contacts to deliver seamless experiences across all channels.
• Served as point of contact for delegating tasks to team members, ensuring prompt responses to emerging issues.
• Conducted data analysis and developed insights to communicate effectively with technical and non-technical audiences regarding process improvement successes and gaps.
• Designed and implemented comprehensive knowledge base materials and technical processes aimed at empowering employees in daily operations.
• Oversaw two focus teams while assisting three others, focusing on executive escalations, privacy compliance, and Better Business Bureau relations.

GPA: 3.54

• Graduation Date: June 2014
• GPA: 3.23