Devon Branin Email & Phone Number

• Strategize at a high level to reduce error rate across POS integration APIs, prioritizing most pressing issues and devoting resources accordingly
• Work with partners to test and implement new features and strategies for changing APIs
• Advise partners and internal parties on Grubhub integration APIs
• Document new processes, train newer team members and assist other departments in understanding and troubleshooting POS integration issues

• Take action to minimize errors for Grubhub's integrations with POS systems and other partners
• Coordinate with developers, project managers, and brand managers to resolve emergent issues
• Investigate and report on larger-scale trends as needed, pulling reports to document particular behavior over time

• Monitored upcoming campaigns for potential issues, sending 10+ emails each week to Technical Brand Managers to troubleshoot technical issues with campaigns and firefight logistical ones.
• Managed offshore team, launching and documenting 6 projects to deflect Enterprise Support ticket volume
• Doubled the team's campaign-related documentation, creating over 20 internal documentation articles documenting features of LevelUp's technology
• Highest point of escalation for Enterprise Support tickets involving campaigns, often using SQL queries to produce reports on issues and utilizing SumoLogic to parse JSON logs for monitoring platform and network.
• Mentored team members interested in campaigns, overseeing the training of 4 agents pursing a specialized track in campaign issues. Active in team's Slack channel to resolve questions about campaign issues. Average.

Addressed inbound calls and email requests for merchants using LevelUp's technology, handling point-of-sale troubleshooting, accounting issues, and merchant retention while maintaining above average volume and quality metrics.

Greater Boston Area

Provided front-line phone and email support for app users and merchants, addressing issues of payment and billing, campaigns and rewards, and technical support. Exceeded departmental expectations for ticket volume and QA each month.

Jamaica Plain, MA

Served as key holder and primary closing shift lead for busy cafe (500+ tickets a day) near Sam Adams Brewery. Responsible for leadership of Front of House and dishwashing staff. Trained new hires on preparing food and drink, as well as workflow and customer service. Counted drawer and made deposit at end of night, and kept documentation up-to-date.

Boston

Part-time front-desk support. Welcomed visitors, sent mass emails, and coordinated interdepartmental deliveries for department. Managed data entry for thousands of orientation feedback forms, and filled in, when necessary, for administrative duties (booking meetings, answering phones) in sister departments.

Greater Boston Area

• Provided students with on-message information about University housing
• Researched and problem solved complex on-campus issues
• Answered drop-in queries, addressed dozens of emails per hour at peak times
• Constructed and maintained database of available housing spaces
• Tracked documentation for special requests in Microsoft Excel spreadsheet; prepared regular updates for housing coordinator

Greater Boston Area

• Compiled health policy research into reports, internal memos, and talking points; collaborated with team members on comprehensive literature review of behavioral health integration
• Engaged with process of outreach, research, analysis, and drafting of report on Patient and Family Advisory Councils, synthesizing more than 55 independent reports
• Facilitated day-to-day office activities: wrote regular blogs, managed the delivery of documents to State House offices, designed resource documents for policy team (7 people)

Bachelor Of Science (Bs), Sociology

Activities and Societies: Sociology and Anthropology Student Organization, Feminist Student Organization, Honors Program, Civic Engagement.

Education record