Drew Haile Email & Phone Number

Dayton, Oh, Us

Dayton, Oh, Us

• Assist in the development and programming of software for various platforms, focusing on embedded systems and Al-driven simulations.• Support the design, implementation, and debugging of robust and efficient software solutions.• Collaborate with cross-functional teams to help integrate software with hardware components.• Contribute to open-source projects, enhancing the capabilities of Generative Al and Embedded Systems.• Participate in testing and code reviews to ensure high-quality software.

• Received 3 Experience Engineer Awards, a customer-nominated honor granted to top-performing agents each quarter.• Handled 24,000+ customer interactions using Oracle & Salesforce CRM systems, resolving inquiries from emotionally charged contacts.

• Led calibration sessions for a team of 12 quality assurance specialists, collaboratively reviewing customer interactions to unify evaluation standards. Reduced scoring variance by 30%, ensuring consistent, fair, and actionable feedback for customer-facing teams.• Performed in-depth audits of agent communication to ensure adherence to company policies, processes, procedures, and guidelines. Scored an average of 150 contacts per week, providing tailored feedback to enhance customer experience and maintain brand integrity.• Communicated data-driven insights and recommendations to leadership, leading to the implementation of targeted initiatives improving customer satisfaction (CSAT) score from 88% to 96% within 3 months.

• Facilitated training sessions for groups of up to 200 associates, contributing to the successful onboarding of 1,000+ new hires.• Collaborated with other members of the learning and development team during daily huddles to continuously improve training content and delivery based on associate feedback and performance trends.