Wesley Nauta

Experience

• 

  FedEx

  Jul 2008 - Aug 2009

  Inbound Team Lead

  ➢ Monitor the induction of parcels on and off trucks, clearing delivery trucks for departure, and the general operation of the conveyor belt.

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  Sport Medicine Grant

  Sept 2008 - Aug 2009

  Physical Therapy Aide

  ➢ Assist with patient care, general clinic, exercise, and pool cleaning.

• 

  Cardinal Orthopedic Institute

  Aug 2009 - Aug 2010

  Physical Therapy Aide

  ➢ Assist with patient care, general clinic, exercise, and pool cleaning.

• 

  Buffalo Wild Wings

  Feb 2012 - May 2014

  Kitchen Lead

  ➢Supervised and led the kitchen staff in station assignments and final food preparation.

• 

  Eddie Bauer

  May 2014 - Mar 2016

  ➢ Managed the daily operations of the call center controlling quenes, floor staffing, daily reports and escalated situations with a professional demeanor. Provide daily and weekly coaching to 75+ staff to exceed call center metrics. Was the liaison with team leaders, third parties and operations to collect and analyze information and resolve issues. ➢Created a recognize platform for all of the call center agents. Provide daily and weekly coaching to 15+ staff to exceed call center metrics. Was the liaison with team leaders, third parties and operations to collect and analyze information and resolve issues. ➢ Answer, assist and redirect calls to benefit customer's experience while shopping at Express.

  • Customer Service Supervisor

    Sept 2015 - Mar 2016

  • Customer Service Team Lead

    Sept 2014 - Sept 2015

  • Customer Service Representative

    May 2014 - Sept 2014
• 

  DISH Network

  Feb 2016 - now

  ➢Assisted in the successful launch of Boost Infinite by completing end-to-end testing and production validation ➢Ownership of the entire test management process from start to finish, encompassing the testing timelines, formulation of testing plans and execution of testing scripts➢Documents and communicate all adverse outcomes, managing defects to ensure alignment with expected business outcome➢Spearhead the production release/validation process iteratively, collaborating closely with stakeholder for seamless execution➢Develop comprehensive testing plans and execute them for a various platforms including Web Based Account Portal, Mobile Apps, Websites, Outbound Communication Services and ASSAP➢Excel in crafting regression and negative testing scenarios to ensure robustness of systems➢Demonstrates excellence in enhancing processes and documenting improvement for streamlined operations➢Experienced in collaboration with development team and business partners to achieve project objectives effectively Show less ➢ Assisted in the successful launch of Republic Wireless by completing end-to-end testing and production validation➢ Ownership of the entire test management process from start to finish, encompassing the testing timelines, formulation of testing plans and execution of testing scripts➢ Documents and communicate all adverse outcomes, managing defects to ensure alignment with expected business outcome➢ Develop comprehensive testing plans and execute them for a various platforms including Web Based Account Portal, Mobile Apps & Websites➢ Demonstrates excellence in enhancing processes and documenting improvement for streamlined operations➢ Experienced in collaboration with development team and business partners to achieve project objectives effectively Show less ➢ 1 of 9 coaches selected by management to launch the wireless brand for Dish for being a detail-oriented and creative approach to executing issues in real time.➢ Successfully launched and continue to support the following skills: Boost Legacy chats, Boost DOP, Social Media, and Republic.➢Partnered with different stakeholders to develop four quarterly KPIs for Q3 & Q4 designed to ensure the agents’ and business’ success. ➢ Designed and implemented a feedback forum for Republic Wireless to ensure all stakeholders were updated on common issues and brand growth.➢Built an easy-to-use Dish Wireless Website, the main communication platform throughout CXO wireless team. ➢ Collaborated with the QA Manager to create the new Root Cause Analysis forms and guidelines for weekly development in the Wireless brands. Show less ➢ Awarded Distinguished Service Award for 2019 for innovating the Apprentice site for cohesion across the skilled enterprise-wide. ➢ Apprentice site successfully launched December 12th, 2019 to all of Dish. ➢ Traveled to CDA to roll out Shared coaching and new strategy meeting sessions. ➢ Guided agents from the training department to operations with a seamless transition. ➢ Increased Key Initiatives from 5% to 58% for new hires by targeted development sessions and real-time observation. Show less ➢ Motivating a team of 12-22 agents via chat, one on ones, and team meetings; to drive performance and focus on world-class customer service.➢ Providing feedback to agents on specific behaviors and how to change those behaviors to increase the customer experience.➢ Educating agents in one on one about technical issues, and reviewing the proper way in handling those situations. ➢ Developing and monitoring growth for future leaders. Monitoring the P.O.C. roles on the team and measuring the success and delivery. Show less

  • User Acceptance Tester II - Boost Infinite

    Dec 2022 - now

  • User Acceptance Tester II - Republic Wireless

    Dec 2021 - Dec 2022

  • Dish Wireless Supervisor

    May 2021 - Dec 2021

  • CXO-University Supervisor

    Aug 2020 - May 2021

  • New Hire Supervisor

    Sept 2018 - Aug 2020

  • Operations Supervisor

    Feb 2016 - Sept 2018