Bryan McQueary

Experience

• 

  JPMorgan Chase

  Feb 2006 - Jul 2007

  Internet Banking Technician

  Perform transactions over the phone for customers. Troubleshot any issues with the website as well as personal financial software.

• 

  T-Mobile

  Sept 2007 - Feb 2012

  Customer Service Rep

  Assist customers with mobile communication plans and features, performed all troubleshooting with mobile devices.

• 

  Bass Pro Shops

  Aug 2012 - Jul 2021

  • Managed the Bass Pro Shops/ForeSee relationship ⁃ Including an expansion of the role of Voice of the Customer within the organization ⁃ Hosted monthly calls with business stakeholders and our ForeSee team ⁃ Moderated ForeSee presentations for the Executive Leadership Team • Analyze and report on customer satisfaction and NPS scores throughout the enterprise ⁃ Identify, prioritize and triage struggle points ⁃ Ad-hoc reporting as requested • Maintained and managed the Bass Pro Shops Knowledge Base - Oracle RightNow (Sept 2014 - Oct 2017) ⁃ Utilizing both HTML and CSS to ensure proper layout and presentation that is styled in line with the eCommerce site ⁃ Created an FAQ style guide including CSS classes to ensure consistency ⁃ Analyzed and adjusted FAQs based on customer search history, feedback, and other reporting ⁃ Conducted training for all frontline agents to ensure that they were able to be successful when utilizing the Knowledge Base • Quality Assurance ⁃ Guided our testing teams through a complete site redesign as well as ongoing enhancements to basspro.com ⁃ QA-site and app testing following created test scripts along with regression testing ⁃ Managed the Bass Pro Shops UAT program • Error Reporting and Resolution ⁃ Responsible for reviewing, prioritizing and triaging errors that are reported via frontline agents and customers on the site, catalogs, and internal systems ⁃ Managed SharePoint sites for the purposes or reporting and tracking • Setting Business Requirements • User Experience ⁃ Utilized information from ForeSee and Forrester to help drive business decisions with the end user experience always a top priority • JIRA & Confluence ⁃ Create JIRA tickets for issues encountered during testing or from error reporting ⁃ Prioritized JIRA tickets according to severity and helped to triage and identify fixes • Mouseflow - user replay tool Show less

  • Internet Usability Specialist

    Sept 2014 - Jul 2021

  • Email/Chat Agent

    Nov 2012 - Aug 2014

  • Call Center Trainer

    Apr 2013 - Oct 2013

  • Phone Order Rep

    Aug 2012 - Nov 2012
• 

  White River Marine Group

  Oct 2018 - now

  • Manager of WRMG IT-Manufacturing

    Jul 2021 - now

  • Business Analyst II

    Oct 2018 - Jul 2021