Eric Bradey
Principal Engineer Customer Service - Systems Analysis
Inman,SC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Skills
Adult learning theories
People Leader
Public speaking
ADDIE expertise
Teamwork and Collaboration
Written Communication
Problem-Solving
Teambuilding
Multitasking Abilities
Active Listening
Attention to Detail
Organizational Development
Overview
19
19
years of professional experience
Work History
Principal Engineer CS
Verizon Wireless
Greenville, South Carolina
07.2020 - Current
- Oversees the research, development, and design of Run & Operate projects for Chatbot/Digital Assistant
- Lead a team of 13 developers.
- Train, coach, and mentor team members, set project deadlines, and work to improve engineering application processes
- Works directly with senior management and higher leadership
- Responsible for providing guidance and oversight to multiple teams working on numerous products or developing various forms of technologies
- Oversee the product's or project’s conception, design and initial product specifications and manage scheduling, estimating and securing resources
- Facilitated interviews for Sr Analyst and Consultant positions
- Manage intake requests utilizing Smarsheets and GSuite applications for 13 employees
- Responsible for coaching and developing employees on the team
- Managing team workload, setting priorities, allocating resources, and overcoming challenges to ensure delivery on time and on budget
- Developed Performance Goals for SM, SMTS, Consultant, and Sr
- Analyst positions
- Drive 4 key focal points for conversations: Containment, Engagement, Deflection and Transaction Completion
- Review and implement customer feedback enhance the bot experience and effectively measure customer satisfaction and address accordingly
- Deliver 100% of all initiatives on-time and ensure all deliverables necessary for GTS related projects (user stories, etc.) are submitted on-time to set deadlines
- Deliver project plan(s) to evolve Core Bot to Digital Personality & migrate to Google CCAI to achieve higher intent efficacy & enable voice bot experiences in App and IVR across Mobile & Fios
- Enhance Chatbot Channels for specific team responsibilities such as Prepay, Spanish, Agent Assistant, etc
- To improve the customer experience and reduce business costs
- Collaborating with stakeholders to determine learning needs and the best delivery approach
- Facilitate migration core bot functions from V1 to V2 (or V3) and V2 conversations into V3 Google Dialog Flow, enhancing experiences as able to improve customer experience and bot performance
- Utilize persona guidelines to enhance the Chatbot/DA/AA for a better experience for our customers and employees
- Assume R&O work for Mobile & FIOS to partner with OMNI and Accenture to enhance conversations
- Reduce Google and GTS footprint for needing/implementing changes by driving execution requirements needed to expand internal capabilities within platforms
- Reduce bot escalations and increase bot containment by managing team responsibilities as a portfolio performance against a forecasted return
- Define and drive adherence to Core Bot Experience principals in order to drive a consistent improvement experience for customers across all channels
- Drive resources and projects that support building/enhancing conversations that promote customer Digital Only Transactions (DOT) and reduce call in rate
- Maximize available resources/materials by completing due diligence in researching work before requesting additional resources/enhancements
- Prioritize work based on highest customer and business value while managing multiple work streams simultaneously
- Providing regular updates to leadership on progress and results achieved
- Tools used: Smartsheets, GSuite, AIM, DialogFlow (CCAI), Miro, Figma, Bluejeans, and Jira
- Experience with Chatbot/DA systems for: MVO, MVA, Prepaid, PostPaid, Fios, Agent Assistant, and Spanish.
Consultant - Curriculum Development
Verizon Wireless
07.2019 - 07.2020
- Develop and maintain new employee content and continuing education content using LCMS and Studio platform
- Created ADA pathway for L&D leaders, developers and trainers
- Develop and maintain content for a variety of omni-channel work groups in VCG to enhance the customer and learner experience
- Leverage multiple project management tools including TPM and Smartsheets to help organize project activities including but not limited to prioritization, identification, delegation of resources, and creating and communicating benchmarks to be shared with stakeholders
- Admin for Verizon VZLearn platform
- Assisted in developing the on-boarding program for new team members for the Digital Assistant team(Chat Bot)
- Develop training content that include wireless industry trends and key business drivers
- Delegate work to different work groups to assist in completion of projects
- Project managed the conversion of B&M new employee training to 100% Virtual for HBA new employees to reduce overhead of employees in a brick and mortar location and reduce travel for trainers
- Created new partnerships between L&D and other work groups for content development
- Scope projects by leveraging historical data, customer trends, and stakeholders throughout the business to identify and align the most impactful learning objectives and delivery method
- Communicate to partners effectively through email and phone
- Deliver to all levels of leadership on project updates using Google and Microsoft applications
- Working knowledge of Miro, One-Jira systems and Chatbot Interface
- Developed guidelines, standards and procedures for creating virtual training content for Home and Mobile
- Ability to effectively communicate strategies and business objectives as well as project plans and expected outcomes to employees and stakeholders and provide regular progress updates to leadership appropriately escalating issues when necessary
- Ability to prioritize initiatives to meet deadlines and changes in the business
- Actively participate and contribute to group dialog and activities, applying active listening and articulate user, business, and/or technical reasoning for detailed design decisions in critiques or presentations
- Collaborate with peers, leadership and project managers to decide on initiatives and project plans
- Design training initiatives around the different work groups domestic and off-shore based off current call types and job functionalities
- Used Kryon (robotic process automation intelligence business tool) software to create guided interactions in ACSS for learners
- Participate in UAT testing of billing systems and training environments
- Measure training effectiveness after training is facilitated to see ROI to the business KPIs
- Use Microsoft Visio (similar to Miro) and Adobe Acrobat to create flow charts and documents for different work groups
- Completed course work for PMP certification
- PMI-ACP course work in progress
- Facilitate focus groups to gain feedback on training initiatives for ROI
- Review data analytics of customer trends and employee trends to determine training development needs
- Manage the execution of detailed project plans ensuring all stakeholders are engaged and deliverables are completed on-time and on budget applying problem-solving skills when necessary to address risks
- Knowledge of Customer Service, Prepaid, CORe, LNP, Chat & Messaging and SPC (Vendors) workflow
- Knowledge of C++, VB and Java programming languages.
HBA Sr Trainer
Verizon Wireless
03.2017 - 07.2019
- Trainer supporting 1000+ employees Care and Tech Support
- Developer and Facilitator of The, Virtual Trainer and The Verizon Virtual Developer program
- Admin for MeetingOne Audio system
- Produced Virtual Trainings for HR leadership
- Facilitated Virtual Trainings for Verizon Landline Leadership
- Responsible for training Call Center Tech Support and Care, HBA Tech Support and Care, and TAG
- Create and Maintain Adobe Connect rooms for L&D Leadership Meetings
- Adobe Connect certified for virtual delivery of training material and certifications
- Virtual training across the nation for Tech U content
- Create and implement project plans for certifying trainers
- Poll participants in call centers to tailor trainings to the business needs
- Strive for self development for the business to enhance my knowledge in the telecommunications industry
- Ability to partner with multiple organizations across the business for business initiatives
- Tech U Lead for the Nation in Device Troubleshooting, Network Provisioning and Connected World
- Track effectiveness of trainings by analyzing 30-60-90 days after training to help ensure trainings are achieving a ROI to the Bbusiness.
Sr. Trainer
Verizon Wireless
09.2011 - 07.2019
- HBA - Learning & Development, Emerging Leaders 2018 Graduate
- Learning Portal 2.0 powered by Degreed early access tester
- Developed content for TVVT and TVVD
- Lead Trainer for TVVT and TVVD
- Acting SM while back filling position
- Manage resources for HBA team for training initiatives
- TNTR redesign team for new employee content
- Certify Learning and Development employees on Adobe Connect
- POC for SM while out of the office
- Virtual Tech U Lead for Enterprise
- Wireless Leadership Academy Trainer for Customer Service
- SPC vendor partnership to trainer new employees
- Partner with TAG to help create content for embedded base tech support training (MARS/MTAS, Network Architecture, TRG, etc.)
- Manage Tech initiatives for HBA Trainers
- Developed content for on-boarding new trainers to HBA
- Educate team members on new tech equipment that is launching in the business and outside out Verizon
- Adobe Connect Certified
- Test updates and reported errors for Adobe Connect
- Test issues with ACSS Training Environment when reported in New Employee Training
- Partner One on One with HBA Leadership for Coaching and Support
- Partner with AskVerizon team to help with content creation and testing the system
- Provide peer to peer feedback to team members and partners
- Work cross-channel in the virtual world on projects
- Responsible for training 2000+ employees and leaders
- Train Landline employees on coaching techniques
- Producer for HBA Kickoff meetings in Adobe Connect
- Ability to communicate via email and phone to leadership successfully
- Self-driven employee that can work independently and dependently
- Successfully able to work from home to accomplish daily task and training
- Support the integration of GEMS roster application with RM and Project Manager
- Partner with developers to map face to face content into virtual content for HBA Trainers
- On board 1500+ employees to HBA from Brick and Mortar centers
- Ability to partner with multiple channels on projects to complete on time and successful implementation
- Ability to identify opportunities in employees to provide an action plan to advance the employee
- Successfully coached and developed employees to be promoted to the next level in their career.
Tech Support Coordinator
Verizon Wireless
03.2010 - 08.2011
- Facilitated the entire tech support teams (348 reps) on how to read and understand 4G MARS Records and to show how MARS records can help troubleshoot and resolve customers’ issues
- Facilitated the entire tech support teams (350 reps) on new 4G devices as they were launched
- Command Center Support for the launch of the HTC Thunderbolt
- SME for the Motorola Xoom for the Greenville Call Center
- Facilitated the entire tech support teams (350 reps) and care teams with hands-on training and developed a QRG for the Motorola Xoom
- Managed Demo Day tables for Motorola Xoom, HTC Thunderbolt and managing tables in the call center with information handouts
- Developed Newsletters for Tech Support with frequently asked questions about 4G MARS records, Motorola Xoom and 4G devices
- Worked with WNRT to resolve trouble tickets in the new device launch category
- Managed training attendance records and worked with RMG to organize times for trainings
- Supported the Training Department with training the entire tech support teams on enhancements for Blackberry OS 6.0 and Blackberry Protect as a Traveling Easel Training
- Supported trainings with PowerPoints and handouts to help give a visual to explain the topic that is being discussed
- Facilitated in the Magical Experience Workshop that is focused to help Care representatives understand how to troubleshoot devices and how to position a transfer to tech support
- Facilitated Care reps (100 reps) to focus on the basics for troubleshooting by following the Troubleshooting Guides for resolutions
- Supported in lowering Care reps transfers for each AD Team that participated in the workshop up to 1%
- Assisted customers understand how to use their devices
- Educating customers on step by step processes of proper use of the device sold by VZW
- Making sure device is provisioned correctly by confirming device has proper communication with the network
- Programming devices to work properly by performing test on the device to ensure correct performance
- Assist team members with 4G troubleshooting to keep AHT down and quick tips to help resolve 4G errors
- Trained fellow team members on areas they were having trouble resolving issues.
Sales Associate
OfficeMax
Spartanburg, South Carolina
02.2005 - 03.2010
- Facilitated new employees on how to sale, how to maintain/organize product, and how to interact with customers
- Educated customers in right sizing the correct computer, computer accessories, and software for their business or personal needs
- Teaching the customer on how to get their printer or computer to perform properly
- Helped keep the store organized when new product came in and kept product labeled on the sales floor
- Helped customers troubleshoot computers and printers for the customers’ needs and expectations
- Performed the sales leader position that informed other associates sales goals and current sales for each day
- Assisted management in the day to day operations of keeping up with sales stats for employees.
Education
B.A - Computer Information Systems Focus Networking and Information Security
USC Upstate
Accomplishments
- Certifications: GIFT I, II, III;TEACH; HTBTR; CTHTBTR; ETR; CETR; CSNEE; TNTR; Tech U Courses (Deductive Reasoning, Device Troubleshooting (Lead), Network Provisioning(Lead)), Adobe Connect, TEACH.
- Tech U Lead: Device Troubleshooting and Network Provisioning.
- Adobe Connect Lead.
- Emerging Leaders Development Program Graduate.
- TVVT and TVVD Lead.
- Acting Senior Manager - Training Delivery.
- Developed ADA pathway for L&D Organization.
Timeline
Principal Engineer CS
Verizon Wireless
07.2020 - Current
Consultant - Curriculum Development
Verizon Wireless
07.2019 - 07.2020
HBA Sr Trainer
Verizon Wireless
03.2017 - 07.2019
Sr. Trainer
Verizon Wireless
09.2011 - 07.2019
Tech Support Coordinator
Verizon Wireless
03.2010 - 08.2011
Sales Associate
OfficeMax
02.2005 - 03.2010
B.A - Computer Information Systems Focus Networking and Information Security
USC Upstate