Bria Mason
Dunwoody,GA
Summary
I have a strong background in Customer Experience/Service, Process Improvement, and Quality Monitoring. My skills include training, peer mentoring, and situational leadership. I am proficient in utilizing advanced features of the Microsoft Office Suite, particularly Excel for data analysis and PowerPoint for creating impactful presentations.
I am actively seeking a role that aligns with my extensive expertise in data analytics, customer service, business-to-business support, process improvement, and team performance management. With my enthusiastic and engaging personality, I am dedicated to supporting the organization in achieving its strategic objectives. I have a proven track record of success in collaborating effectively with both internal and external stakeholders, driving results, and fostering strong customer connections and loyalty.
Overview
14
14
years of professional experience
Work History
Business Process Design & Improvement Sr Analyst
Cox Automotive Inc.
Dunwoody
02.2023 - Current
- Collaborated across various Cox teams to assess processes and internal controls, providing recommendations to enhance operational excellence.
- Managed 3rd party applications and oversaw new user system setups (Genesys & upcoming Celonis), as well as maintained supplier profiles.
- Utilized functional and technical expertise to conduct training and refreshers for boundary partners and peers, ensuring continuous knowledge updates.
- Identified opportunities for process improvements and successfully implemented strategic initiatives, resulting in improved operational efficiencies and productivity.
- Conducted month-end close processes and provided leadership with insights into company-wide trends and developments.
- Facilitated team meetings and huddles to disseminate information, share best practices, coordinate efforts, and communicate changes related to processes, policies, metrics, and performance standards.
- Analyzed and tracked data to prepare forecasts and identify trends, maintaining a library of reusable knowledge assets.
- Reviewed and provided feedback for process standards including data, reporting, systems security, compliance, financial controls, change management, and process excellence.
- Partnered with internal stakeholders to drive governance and business partner relationships, aligning objectives for end-to-end process solutions.
- Collaborated with internal stakeholders to identify, prioritize, and implement technology enhancements, working with Technology to support ongoing roadmap of solutions.
Client Service Quality Analyst II
Cox Communications
09.2014 - 12.2022
- Developed, implemented, and supported effectiveness measures for frontline standards, integrating Customer Listening Engine, functional metrics reporting, surveys, and other feedback solutions as needed
- Managed targeted call listening projects and prepared high-level presentations for leadership and partners to showcase performance and process improvements aimed at achieving KPI metrics
- Conducted bi-weekly calibration sessions in collaboration with Center of Excellence (COE) managers and supervisors to review Customer Sentiment survey evaluations
- Collaborated with functional process, product, and standard managers, as well as Communications and Knowledge Management teams, to ensure consistent alignment across standards, frontline education, and knowledge management across all Cox Call Centers (in-house and vendors)
- Established and maintained quality standards and forms for call, digital, and side-by-side actions, aligned with Cox Behaviors, Customer Sentiment, and Focus Area Priorities, resulting in a 30% increase in customer satisfaction
- Analyzed performance data (e.g., Scorecards, Brand Behaviors, Call Monitors, Customer Sentiment/Surveys) to identify performance gaps and provided coaching for improvement
Sr. Enterprise Solution Analyst
Verizon Wireless
01.2011 - 09.2014
- Identified and addressed process training gaps for new hires, contributing to an 18% reduction in turnover rates
- Developed and implemented an off-boarding process and roadmap for new agents, resulting in improved performance metrics
- This initiative supported up to three hundred new employees joining the team monthly
- Conducted outbound calls with resellers, leveraging analytical insights to offer competitive pricing and exceptional service
Education
Diploma - Business
Stone Mountain High School
06-1999
Business Management
Strayer University
Skills
- Proficient in Cox Customer Care Tools (ICOMS, Genesys, Oracle)
- Advanced skills in Excel, PowerPoint, and Teams
- Expertise in process improvement and data analysis
- Effective stakeholder communication
- Client relationship management
- Report preparation and performance monitoring
- Familiar with SQL and Salesforce fundamentals
- Content and training development
- Experienced in project management and call listening
- Knowledge of quality assurance frameworks
- Experienced in Project Management and Call Listening
- Building B2B consumer relationships
Affiliations
- Cox Empow [HER] ERG – Member
- Empty Stocking Fund – Volunteer
- Sort Angel Tree Holiday Gifts – Volunteer
- Mystery Tox Box Build - Volunteer
Timeline
Business Process Design & Improvement Sr Analyst
Cox Automotive Inc.
02.2023 - Current
Client Service Quality Analyst II
Cox Communications
09.2014 - 12.2022
Sr. Enterprise Solution Analyst
Verizon Wireless
01.2011 - 09.2014
Diploma - Business
Stone Mountain High School
Business Management
Strayer University
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