Who I am…
I was born in Abingdon, VA and grew up in Bristol, TN. After graduating from High School, I started work through a Temporary Agency for Sprint Telecenters, Inc. In 1999, I became a permanent employee where I began my career with Sprint, now T-Mobile, that spanned more than 22 years before finally pursuing a new opportunity with Ntara as a Business Analyst of Product Information Management Implementation. I have since moved on to a new role as a Business Analyst in the Product group with RxBenefits, Inc.
Throughout my career, I have always valued personal development. I earned Bachelor and Master degrees from East Tennessee State University in Business Administration and a second Bachelor degree in Software Development from Western Governor’s University. I also hold several industry certifications in both Project Management and Software Development.
I am happily married to my wife, Jessica, and together we have three wonderful boys, Logan, Preston, and Brendan.
Things I’ve done…
RxBenefits, Inc.
Business Analyst, Product
Oct 2024 - Present
As a dedicated professional working in an Agile SDLC environment, I specialize in gathering and writing detailed requirements to ensure the successful development and delivery of high-quality software solutions. I collaborate closely with stakeholders to translate business needs into clear and actionable Epics, Features, and User Stories, ensuring that all aspects of the project are well-defined and prioritized. Additionally, I create comprehensive system and process flow charts using LucidChart, helping teams visualize workflows and identify opportunities for optimization. My goal is to drive seamless communication, efficient processes, and impactful results throughout the entire project lifecycle.
Ntara Partners, Inc.
Business Analyst, Product Information Management | Implementation
Apr 2022 - Oct 2024
Provided data analysis, data modeling, and Product Information Management (PIM) implementation support to clients across various industries. Leveraged inriver, Akeneo, and Salsify PIM platforms to assist clients with data enrichment and syndication initiatives.
T-Mobile
Sr. Customer Experience Manager, IOT | Connected Car | Emerging Technology
Sep 2020 - April 2022
Responsible for overseeing the end-to-end customer journey and experience for all T-Mobile and Metro by T-Mobile Internet of Things (IoT) and Connected Car products. Collaborated cross-functionally with various teams to drive the success of the Care organization, particularly for new IoT product launches. Managed the development and implementation of IVR Call Routing, TFN (Toll-Free Number) generation, and comprehensive Care How-To documentation to ensure the Care team was well-prepared. Developed and refined Technical Care troubleshooting flows and facilitated the preparation of Care training materials to ensure a smooth transition and quick adoption of new IoT products.Additionally, ensured the Care team had all necessary tools, resources, and up-to-date documentation to continue providing effective support for previously launched IoT products. These efforts contributed to a streamlined process for issue resolution, enhanced customer satisfaction, and an overall improved customer experience throughout the lifecycle of T-Mobile and Metro by T-Mobile IoT and Connected Car products.
Senior Project Manager, Omni-Channel Operations | Process and WorkFlow | National Sales Support
Sep 2012 - Sep 2020
Responsible for creating and maintaining online policy and process content related to the National Sales Support program in the Care and Sales Knowledge Base, including creation and maintenance of call flow content, via HTML & CSS, utilizing Visual Studio Code. The content in this online repository is used by thousands of Sales and Customer Management Specialists across the world to ensure core knowledge and efficiency for our customer facing channels. Also responsible for the Management of Specialized Projects within the Omni-Channel Operations channel.Customer Service Operations Manager, Employee Accounts | National Sales Support
Apr 2011 - Sep 2012
Responsibility for 150 employees ranging from Call Center Specialists to Call Center Management delivering results with customer experience focus.Senior Project Manager, Sales Support Strategy & Operations
Feb 2006 - Apr 2011
Managed projects and programs end-to-end from design to implementation and maintenance for the National Sales Support line of business. Acted as a liaison between Customer Care Operations and Sales Operations Executives and Management to ensure the success of both departments as well as the line of business as a whole. Provided innovative thinking and solutions that allowed for decisions that drove sales and reduced costs for the company.Business Analyst
May 2005 - Feb 2006
Provided reporting and analysis of contact center metrics. Made recommendations on ways to improve performance to contact center management and executive leadership. Created and maintained web-based reporting solutions and a central repository of documents, reports, and other organizational process assets accessible by contact center Supervisory and Management staff to drive performance.Customer Service Operations Supervisor
Jul 2003 - May 2005
Led a team of 20+ Contact Center Specialists in handling daily customer interactions via inbound calls. Coached and developed Specialists and monitored calls to ensure success in the required key performance metrics as well as a strong focus on customer satisfaction and quality.Senior Workforce Management Analyst
Oct 1999 - Jul 2003
Responsibility of overseeing the daily activities of the contact center, monitoring key performance indicators to ensure stability of call volume and service levels, reporting and payroll analysis and the scheduling of 600+ employees.
Things I’ve learned…
| Eductional Institution | Degree | |
|---|---|---|
 | Western Governor’s University | Bachelor of Science - Software Development |
 | East Tennessee State University | Master of Business Administration |
| East Tennessee State University | Bachelor of Business Administration |
Things I’ve achieved…
| Certifiying Entity | Certification | Date Issued | |
|---|---|---|---|
 | Lucid | Diagramming Foundations | Nov 2024 |
 | freeCodeCamp | Foundational C# with Microsoft | Jul 2024 |
 | Akeneo | Business Implementation Fundamentals | May 2024 |
 | inriver | Salsify Business Consultant Cerfification | May 2022 |
 | Salsify | Salsify Foundations Cerfification | Apr 2022 |
| Salsify | Salsify PIM Certification | Apr 2022 |
| Salsify | Salsify Syndications Cerfification | Apr 2022 |
| Salsify | Salsify Workflow Essentials Cerfification | Apr 2022 |
| freeCodeCamp | JavaScript Algorithms and Data Structures | Feb 2022 |
 | Federal Communications Commission | Amateur Radio General License | Mar 2020 |
 | Neuralify | Automation Anywhere Robotic Process Automation Certification | Feb 2020 |
 | Certification Partners | CIW User Interface Designer | Sep 2019 |
| Certification Partners | Advanced HTML5 and CSS Specialist | Jul 2019 |
| Certification Partners | Site Development Associate | Jul 2019 |
 | Axelos | ITIL Foundations Certification - IT Service Management | Apr 2019 |
 | CompTIA | CompTIA A+ Certification | Sep 2018 |
| freeCodeCamp | Responsive Web Design | Jul 2018 |
 | Microsoft | Microsoft Technology Associate: Software Development Fundamentals | May 2018 |
 | Project Management Institute | Project Management Professional | Dec 2017 |
Bradley is a Business Analyst, Project Management Professional, and Software Developer who enjoys spending time with family and friends. He is happily married with three kids and enjoys studying the Word of God, music, cooking, and many other hobbies.