Bradley Eckstein Email & Phone Number

Seattle, Wa, Us

Seattle, Washington, Us

Seattle, Wa, Us

Responsible for improving service and cost by deep-diving ambiguous and complex problems, iterating processes, and prioritizing product investments and experiments. Worked with cross-functional product partners, operational leaders, and account managers to optimize solutions for tradeoffs between cost, quality, and speed.+ Created mechanisms to programmatically reduce automation failures that generate error-prone manual tasks, reducing the failure rate from 14% to 4% over a 6-month period+ Single-threaded-leader responsible for the successful migration of the customer support telephony service, resulting in improved customer experience via streamlined phone trees and better audio fidelity, more insightful internal CSAT and agent performance reporting, and IT cost savings of $700k annually+ Garnered buy-in to create instrumentation that decreased a metric’s false positive rate from 70% to 0%, resulting in improved visibility and accountability for a problem that caused over $700k in annual revenue losses+ Owned the design, development, and implementation of a comprehensive set of metrics in a dashboard to detect 3rd party integration migration issues, resulting in savings of $500k annually and a 100% reduction in migration-caused customer escalations+ Launched a process to audit refrigerated shipment temperatures, resulting in the elimination of temperature errors that cause $100k+ product damage claims for over 50% of all refrigerated shipments+ Drove alignment across teams when faced with complex tradeoffs by quickly deep-diving data and solutions, resulting in a stop-gap recommendation that saved $23-38k per week

Seattle, Wa, Us

Redmond, Washington, Us

Responsible for the user experience for Microsoft’s deployment infrastructure+ Led the development of a web portal from ideation to delivery (user research, UI design, product roadmap, agile development)+ Drove a workstream to decrease deployment lead-time by 69% within 3 months+ Spec’d and delivered a critical feature which increased global deployment agility and decreased time to patch the fleet+ Rolled out a new governance feature which prevents engineers from accidentally taking dangerous actions in production+ Restructured and revised product documentation to be centered around customer scenarios, improving UX and decreasing support costs

Hoboken, Nj - New Jersey

+ Created a forecasting model to determine import item order recommendations for the holiday season for outdoor products+ Built a Slackbot tool that allowed users to search for a meeting room or floor which returned a .jpg file of the map+ Conducted ad-hoc analysis and constructed Tableau visualizations to answer questions and influence decisions

Chicago, Il, Us

+ Identified improvement opportunities for quick-turns resulting in a 15-35% higher success rate compared to the prior year + Implemented a new feature into the mobile app that allows users to switch their origin and destination with the tap of a button+ Collected, analyzed, and presented observations on the impact of Basic Economy to propose new staffing requirements+ Analyzed customer survey data to uncover pain points and to discover areas of opportunity for future projects

Arlington, Va, Us

+ Re-balanced SOW’s for the 787 stowbins moving line resulting in an increase in capacity from 36 to 51 per shift+ Moved and condensed workstations along the 787 stowbins moving line to help optimize part and tool flow+ Defined and validated factors for a simulation of a new process that could reduce the lead time of an airplane by 24 hours+ Determined that new additional capital equipment needed to be purchased by performing a measurement system analysis+ Developed an algorithm to automate a KANBAN ordering system by accurately representing the inventory+ Performed time studies for a capacity analysis of pre-production 777x parts