Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Brayden Wood

Fayetteville,USA

Summary

Operations Manager with extensive experience at Walmart, specializing in data analysis and team leadership. Delivered $9.2M in savings through innovative workflow design and improved onboarding processes, resulting in 88% engagement. Expertise in vendor management and a strong focus on achieving exceptional customer service metrics.

Overview

11
11
years of professional experience

Work History

Operations Manager II- Spark Delivery Support

Walmart
11.2021 - Current
  • Led a team of 6 salaried managers, supporting 36 hourly leaders and 400 agents for Spark Delivery.
  • Designed Guided Workflows for Customer Care Organization within Oracle Workspaces, achieving annual savings of 9.2 million USD.
  • Streamlined Persona Verification checks from Internal Tier 2 to Outsource BPO, realizing 5 million USD in annualized savings.
  • Developed and executed a 30/60/90 day onboarding process for new hires, increasing engagement score to 88% against a target of 78%.
  • Utilized Confluence, Tableau, Power BI, and Nice IEX to track data and document project initiatives daily.

Operations Manager- Outsource Customer Care

Walmart
Bentonville, AR
02.2021 - 11.2021
  • Managed vendor partners across five countries, supporting 5,500 call center agents for Covid-19 vaccination efforts in United States.
  • Established baseline metrics for CSAT and AHT to drive best-in-class service for BPOs.
  • Facilitated weekly calibration meetings with partners to ensure consistent adherence to expectations.
  • Collaborated with cross-functional teams serving Walmart Private Brands and Spark Grocery Delivery.
  • Partnered with key stakeholders to validate content for effective communication from vendors to customers.

Team Manager II- Spark Grocery Delivery Support

Walmart
10.2016 - 11.2021
  • Managed a team of 60 call associates including 4 direct hourly supervisors.
  • Partnered with Stakeholders on expectations needed to fulfill business need for growing SPARK delivery initiative.
  • Created Virtual onboarding for Customer Care Org which since then has impacted over 700 associates.
  • Managed multiple lines of business to meet expectations for service levels to ensure best in class service.
  • Maintains team accountability to individual metrics such as adherence, average handle time, customer service scores and quality assurance audits.
  • Perform weekly one on ones with all associates to promote consistent team communication.
  • Implemented site wide floor walker strategy eliminating supervisor escalations queue while increasing team engagement.
  • Conduct associate and supervisor interviews to filter top talent into the company.

Card Center Manager

Kohl’s Corp.
02.2015 - 10.2016
  • Managed a team of 13-16 advocates to exceed the standards of quality from Capital One and Kohl’s.
  • Monitored and evaluated Monthly Quality Assurance for each advocate.
  • Managed team adherence by partnering with Workforce Management to ensure overall team efficiency and payroll.
  • Conducted interviews with potential advocates.
  • Achieved the company’s highest overall team scorecard for a team in its first monitored month.
  • Led advocates to achieve all passing overall scorecards in first month of production.
  • Led all advocates to 90% scorecard by second month of production for the first time at the site.
  • Leads Kohl’s beta test for cost effective initiative within multiple facets of the company.
  • Implements store care project to bridge the gap between retail and call perspectives.
  • Successfully trained the first intern within Kohl’s Card’s Customer Care department.

Education

B.S.B.A - Marketing/Management

University of Arkansas
Fayetteville, AR
01.2011

Skills

  • Data analysis and workflow design
  • Vendor management
  • Team leadership
  • Customer service metrics
  • Project management

Websites

Timeline

Operations Manager II- Spark Delivery Support

Walmart
11.2021 - Current

Operations Manager- Outsource Customer Care

Walmart
02.2021 - 11.2021

Team Manager II- Spark Grocery Delivery Support

Walmart
10.2016 - 11.2021

Card Center Manager

Kohl’s Corp.
02.2015 - 10.2016

B.S.B.A - Marketing/Management

University of Arkansas

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