Devon Brader
Whitehall Township,PA
“ The greatest glory in living lies not in never falling, but in rising every time we fall.”
Nelson Mandela
Summary
Experienced data quality analyst with strong analytical skills, proficient in SQL, and adept at building comprehensive data reports. Demonstrated expertise in conducting quality assurance assessments and providing training to new and existing agents as well as leadership teams. A well-rounded analyst and learning and development professional dedicated to continuous growth and improvement. Passionate about work, thrives on the opportunity to learn something new every day, and strives to excel in all endeavors.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Learning and Development Specialist
ACC Premiere-Remote
04.2023 - Current
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Collaborated with management to identify skill gaps and develop targeted training initiatives.
- Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
- Mentored junior trainers, shaping their instructional techniques for greater effectiveness in the classroom setting.
- Created interactive e-learning modules for remote trainee accessibility, promoting flexible learning options.
- Provided coaching and mentoring to employees.
- Designed and delivered web-based, self-directed learning materials.
- Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
Lead Quality Analyst
ACC Premiere-Remote
02.2023 - Current
- Monitoring my QA teams productivity, Paycom, QAs, and attendance
- Running internal leadership QA calibrations
- Created the QA forms on a program called Metallia/Stella
- Hosting content and process refreshers with the frontline agents
- I recently ran two different recalls for Quaker and Frito Lay
- I had to monitor two different teams for the Quaker recall and ensure high value and high priority cases were completed accurately
- And one team for the Frito Lay recall
- I created multiple different QA forms for our speciality teams D2C, Social media, and Data Team
- Created a data report for QA scores for each LOB and our program over all
- And continue to add the data in that report for our client meeting deck
- Assist the data analyst with the agent score cards
- Utilizing the SQL reports
- Complete QA Evaluations on agents consistently not passing QAs
- Created our QAIP (QA improvement plan document) for my team and the team leaders to use when agents are not improving on the DA list/QAs
- It tracks their QA scores weekly and documents their goals and areas of improvement until they meet a passing score
- Assisting in new hire trainings and covering for the trainers when out
- Running our new system training
- Trained leadership and frontline agents on Stella/Medallia, Astute/Emplifi and Genesys Cloud
- Monitor the Salesforce case correction dashboard
- Work with the DA team leader to collect data for the DA/QA tracker.
Lead Agent/Supervisor
ACC Premiere-Remote
05.2022 - 02.2023
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
Education
High school diploma -
05.2015
Skills
Microsoft Office
Report Writing
Bookkeeping
Google Docs
Organizational skills
Windows
Software troubleshooting
IOS
Leadership
Technical Support
QuickBooks
VMWare
Data analysis skills
Salesforce
Team management
Quality assurance
LMS
SQL
Training program development
Data organization
Root Cause Analysis
Call monitoring
QA
Documentation skills
Report writing
Data Entry
Administrative support
Performance improvement
Certification
- L&D professional, 02/01/23, Present
Assessments
- Attention to detail, Proficient, 10/01/21
- Teamwork: Interpersonal skills, Proficient, 09/01/21
- Spreadsheets with Microsoft Excel, Proficient, 09/01/21
- Working with MS Word documents, Proficient, 09/01/21
- Work style: Reliability, Proficient, 04/01/22
- Call center customer service, Proficient, 09/01/21
- Data entry: Attention to detail, Proficient, 03/01/22
- Customer service, Proficient, 09/01/21
- Administrative assistant/receptionist, Proficient, 02/01/22
- Medical terminology, Proficient, 03/01/22
- Customer focus & orientation, Proficient, 09/01/21
- Work style: Professionalism, Proficient, 02/01/22
- Sales skills, Proficient, 02/01/22
- Verbal communication, Proficient, 03/01/22
- Scheduling, Proficient, 03/01/22
Personal Information
Willing To Relocate: Anywhere
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Work-life balanceCareer advancementPersonal development programsWork from home optionPaid time off401k matchTimeline
Learning and Development Specialist - ACC Premiere-Remote
04.2023 - Current
Lead Quality Analyst - ACC Premiere-Remote
02.2023 - Current
Lead Agent/Supervisor - ACC Premiere-Remote
05.2022 - 02.2023
Parkland High School - High school diploma,