Bryan Decker Email and Phone Number

● Providing exceptional problem solving to Cox’s Complete Care customers, supporting third party devices, networking issues, and generalproduct troubleshooting.● Maintaining company metric and KPI’s as outlined by Cox.● Reporting and evaluating emerging issues that may affect Cox and Cox’s customers.● Collaborating with other Complete Care employees to assist in issue resolution, providing peer support, and management to ensure consistentquality within Complete Care.

● Streamlining Logistics: Developed and implemented new internal processes to improve collaboration between customer service, reverse logistics, and billing departments. Optimized services like customer reimbursements and returns (RMAs) for a white glove customer experience.● Enhanced Communication & Problem Solving: Collaborate with cross-functional teams including engineering, logistics, risk operations, and customer service to proactively resolve emerging issues. Implemented solutions to benefit both internal staff and external clients..● Subject Matter Expert & Process Improvement: Piloted internal tools for bug testing and development, collaborating with senior teams to establish and update processes. Provided forward and reverse logistics support for storefront applications and warehouse communications.● Achieving a 100% calibrated quality score across all of Google’s internal processes, including finance, billing, logistics, RMA support, and frontend support.● Assisted in the development of internal financial and reimbursement processes for providing financial compensation and refunds for Google, Nest, and Stadia customers● Reviewed and evaluated customer details and transactional details to ensure proper reimbursement and compensation for products and product related issue● Monitored inventory levels of products for RMA purposes● Collaborated with Google warehouses to facilitate and expedite issue resolution to customers with delayed RMAs● Provided customer outreach for delayed RMAs due to out of stock products to position the RMA status and offer alternative solutions for issue resolution● Reviewed customer transactions for purchased products and purchased Google subscriptions for RMA and refund purposes● Provided chat and e-mail support for internal employees seeking assistance with customer facing issues, product supply levels, billing updates, and RMA status inquiries

● Technical Support & Frontline Empowerment: Provided technical assistance on FedEx shipping platforms for a diverse clientele, including direct to consumer and B2B customers.● Quality Assurance & Process Improvement: Mentored and coached frontline staff to ensure consistent service quality across the department. Proactively identified areas for improvement and recommended process/procedure changes specifically focusing on optimizing KPIs including90% first call resolution, scoring 95% customer satisfaction, maintaining an average handle time of 10 minutes or less out of an allotted 14 minutes, and service level optimization.● Top 3 out of a team of 30 on optimizing KPIs and excelling on the team metrics of a 14 minute handle time and consistently scoring 95% customer satisfaction or greater.● Provided e-commerce support for front-end developers and companies operating proprietary FedEx software● Reviewed webservices XML transactions for errors in code and to validate the data that is being passed from a customer’s front-end platform to FedEx’s back-end servers● Collaborated with high revenue businesses to optimize and maintain the operating environment which were responsible for processing high volumes of shipping documents and orders● Collaborated with FedEx Account Executives in supporting high revenue businesses and ensuring their shipment order processing needs are met● Collaborated with FedEx Integration Consultants to establish new and existing businesses with FedEx software and hardware for shipment order processing

* Team Leadership & Quality Assurance: Managed up to 45 agents on adherence to accounts collaborating with Workforce Management.* Monitored Real-Time Analyst chat and communicated production floor updates to ensure appropriate call volume coverage. * Participated in quality assurance calibrations and recommended operational improvements for optimized functionality.* Performance Management & Coaching: Conducted weekly coaching and monitoring sessions with agents, discussing KPIs including, quality standards, forecasted accommodations, and mentored individuals for customized individual goals within the company.

● Technical Support & Frontline Empowerment: Provided technical assistance on FedEx shipping platforms for a diverse clientele, including direct to consumer and B2B customers.● Quality Assurance & Process Improvement: Mentored and coached frontline staff to ensure consistent service quality across the department. Proactively identified areas for improvement and recommended process/procedure changes specifically focusing on optimizing KPIs including90% first call resolution, scoring 95% customer satisfaction, maintaining an average handle time of 10 minutes or less out of an allotted 14 minutes, and service level optimization.● Top 3 out of a team of 30 on optimizing KPIs and excelling on the team metrics of a 14 minute handle time and consistently scoring 95% customer satisfaction or greater.● Provided e-commerce support for front-end developers and companies operating proprietary FedEx software● Reviewed webservices XML transactions for errors in code and to validate the fields that are being passed from front-end software to FedEx’s back-end servers● Collaborated with high revenue businesses to optimize and maintain the operating environment which were responsible for processing high volumes of shipping documents and orders● Collaborated with FedEx Account Executives in supporting high revenue businesses and ensuring their shipment order processing needs are met● Collaborated with FedEx Integration Consultants to establish new and existing businesses with FedEx software and hardware for shipment order processing● Piloted internal departments responsible for diagnosing, troubleshooting, and documenting issues with FedEx’s beta software● Provided technical support for FedEx’s customer facing website, and instructing users on how to process and manage their shipments and billing invoices

● Customer Advocacy & Policy Expertise: Consistently accomplished above 95% customer satisfaction score by upholding Apple's repair and replace policy for defective hardware.● Workflow Management & Service Excellence: Maintained a smooth workflow to deliver exceptional customer service to all Apple customers. Ensured efficient resolution of inquiries and a positive overall experience.● Provided inbound support for customers seeking updates on their warranty repairs● Provided outbound support for high revenue customers and businesses in purchasing additional Apple products● Provided outbound support for high revenue customers and business in upgrading their existing products during Apple’s warranty repair process