Brad E.
Mid-Level Customer Support Operations Specialist
Open to offersNew to PlatformAbout
Brad E. is a seasoned Customer Experience professional with over six years of expertise in customer service, retention, quality assurance, and support operations within industries such as telecommunications, AI support systems, and ride-sharing platforms. He has managed knowledgebase documentation and ensured accurate AI-driven support at More Than Rewards, where he monitored AI agents, enhanced support workflows, and oversaw integrations with platforms like Featurebase and GetVoiceBot via API integrations and webhooks. At Teleperformance supporting COX Communications, Brad served as both a Quality Assurance Analyst and Customer Retention Specialist, focusing on service compliance and effective retention strategies. His background with Full Potential Solutions (Uber Support) and VXI Global Solutions (AT&T/DirecTV) includes onboarding, real-time customer guidance, and multi-channel technical support across chat, email, and phone environments.
Experience
Customer Support Operations & Knowledgebase Specialist
More Than Rewards (Private Tabs) · 2025 — 2026Handled creation and upkeep of internal knowledgebase documentation covering company processes, troubleshooting guides, and operational procedures. Oversaw AI Customer Support Agent (Brandon AI) performance and updated responses to match current documentation. Conducted reviews of AI conversations, refined resolution accuracy via documentation improvements, and managed customer support information and feedback in Featurebase. Supported GetVoiceBot AI integrations, verifying inquiry handling, and monitored platform integrations using webhooks and APIs. Addressed integration issues to maintain accurate automation workflows.Quality Assurance Analyst
Teleperformance (COX Communications) · 2025 — 2025Assessed recorded calls and chat sessions for service quality and alignment with policy requirements. Applied internal QA scorecards to evaluate agent performance while identifying areas for improvement. Issued actionable feedback and worked collaboratively with supervisors to enhance training materials and support workflows.Customer Retention Specialist
Teleperformance (COX Communications) · 2024 — 2025Provided support to customers considering cancellation by addressing technical and billing issues, delivering retention solutions such as troubleshooting and service adjustments. Fostered customer relationships through effective communication and problem resolution.Customer Experience Specialist
Full Potential Solutions (Uber Support) · 2022 — 2024Assisted drivers and delivery partners with onboarding and application steps, ensured documentation compliance with platform standards, and supplied real-time assistance resolving onboarding issues. Promoted partner satisfaction through efficient and empathetic customer support.Customer Service Representative & Combined Billing Specialist
VXI Global Solutions (AT&T; / DirecTV) · 2019 — 2022Delivered customer support via phone, chat, and email channels within the telecom industry. Resolved complex billing discrepancies involving internet, TV, mobile, and phone services, processed payments and account changes, and coordinated with cross-functional teams to facilitate customer resolution.
Skills & Expertise
Education
- Bachelor in Elementary Education (Undergraduate)Surigao State College of Technology
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