Evan Bradshaw Email & Phone Number

Durango, Co, Us

Durango, Co, Us

Telluride, Co, Us

Denver, Colorado, Us

Cincinnati, Ohio, Us

Work with members of partner departments across a multinational company to determine operational impacting changes. Identify & implement business requirements and processes for departments across multiple locations.In the Integrated Payments Division of Worldpay, I work closely with Project & Product Managers to identify the needs of our support teams in relation to new product & service initiatives. This includes data & feature analysis, process definition and creation, training plan creation & execution, gap analysis & risk assessment, cross-department collaboration, and strategic roadmap planning.Through multiple acquisitions and mergers, I have been point person for the merger efforts between differing support and operation teams. While keeping a high level perspective of multiple client bases, processing platforms and support expectations, I have successfully coalesced several support models for multiple operation divisions.We are re-vamping the call routing process, producing efficiency and consistency while maintaining high productivity with a focus on metrics for our Customer Care Agents. Our Award Winning Customer Support team has maximized the level of support for multiple companies and client bases.

Client Management, Event Coordination, and Team Leader

Cincinnati, Oh, Us

Work with members of partner departments across a multi site company to determine Customer Support impacting changes. Identify & implement business requirements for departments comprised of over 200 agents.In the Integrated Payments Division of Vantiv, I work closely with Project & Product Managers to identify the needs of our support teams in relation to new product & service initiatives. This includes data & feature analysis, process definition and creation, training plan creation & execution, gap analysis & risk assessment, cross-department collaboration, and strategic roadmap planning.Through multiple company acquisitions, I have been point person for the merger efforts between differing support and operation teams. While keeping a wide scope perspective of multiple merchant bases, processing platforms and support expectations, I have successfully coalesced several support models under one customer support department.We are re-vamping the call routing process, producing efficiency and consistency while maintaining high productivity with a focus on metrics for our Customer Care Agents. Our Award Winning Customer Support team has maximized the level of support for multiple companies and merchant bases. All of this work continually improves our efforts towards the company-wide goal of One Voice, One Company.

Durango, Co, Us

Manage and coach up to 15 entry level employees in a fast paced Customer Call Center Support Department in an ever changing Credit Card Payments industry.As apart of the Management Team for an Award Winning Support Organization, our responsibilities included driving productivity through a tiered based metric system, coaching agents in one-on-one sessions and team meetings, collaborating with many other departments to ensure congruence between procedures, external and internal messaging and business plans, as well as keeping a thriving culture alive.Daily tasks included supporting a team of 100+ employees, fielding and resolving customer escalations, interviewing potential new hires, and time card management.

Durango, Co, Us

Lawton, Oklahoma, Us