John Bragole

Denver, NC ***** 978-***-****

www.linkedin.com/in/jbragole ad2dbl@r.postjobfree.com

Operations and Customer Experience Leader

Leverage Metrics into Revenue Growth and Expense Reduction

Results-driven operations and management professional with proven track record of optimizing teams and enhancing customer experiences. Expertise in operations, sales, and full-cycle recruiting with focus on exceeding expectations and driving revenue growth. Strategic thinker in translating tasks into comprehensive understanding of financial outcomes and opportunities.

Core Competencies:

Project Management

Process Improvement

Risk Management

Audit & Sales Management

Training & Development

Reporting & Analytics

Operating Expense Management

Multi-Site & Multi-State Operations

Professional Experience

DISH

Senior Business Operations Analyst, Remote 2022 - Present

Served as inventory operations expert of National Account Managers supporting four master agents who manage 5,000 plus Boost Mobile retail stores. Managed on hand inventory levels and worked with sales management to properly oversee the business.

Performed strategic planning and conduct operational assessments to support inventory management at the field level.

Built device and SIM card availability reporting in support of network and new device launches.

Provided ongoing oversight on Master Agent lines of credit and open invoice activity to ensure to ensure business viability.

Bolster sales and operations integrity by implementing inventory on hand compliance reporting for National Account Managers to utilize for oversight of their accounts.

Produce as request vs. allocation reporting along with weeks of cover to help manage the channel from an inventory perspective and provide guidance to sales team.

Audit shipping files required to be uploaded to our system daily to ensure accurate inventory levels.

Created door level on hand inventory dashboard comparing sales to inventory by mix and ratio.

Responsible for producing Home Internet inventory reporting for Xfinity and Cox.

T-MOBILE USA

Operations Manager, Top 100, NC, SC, GA & FL 2020 - 2022

Served as operations expert of senior managers to manage daily operations tasks across 81 to 150 locations, corporate, and dealer channel combined. Spearheaded operational task execution on daily basis, including inventory execution, risk analysis, and customer experience execution for market director and senior managers. Standardized procedures to eliminate unproductive processes and promote operational integrity.

Conducted operational assessments, identifying risks and gaps and proposing cost effective solutions.

Directed strategic planning efforts, supporting key areas of business operations, including corporate audits, operating expenses, inventory management, fraud management, and asset protection.

Provided ongoing oversight for operations expense, saving costs and increasing revenue.

Led operations expense performance enterprise-wide in 2023, #1 in country, impacting revenue metrics, including device and accessory remorse, inventory shrink, activation fee collection, and service credits.

Received 2 Quarterly Winner’s Circle awards (voted by peers) for teamwork, leadership, and going above and beyond.

T-MOBILE USA

Regional Operations Manager, NC, SC, TN, PA & OH 2016 - 2020

Supervised team of 5 district managers and 26 account executives to manage sales and operations tasks of 350 locations. Presented trend analysis to Regional President, Regional Operations Director, and Sales Directors. Aligned dealer (franchise) locations to ensure sales and operations compliance. Spearheaded projects for tasks assigned to district managers and account executives as well as projects related to new sites, relocations, and remodels of locations.

Designed sales reporting dashboard, monitoring daily trend of performance metrics from activations to customer facing KPIs.

Completed investigations, researching and resolving fraudulent activity quickly.

Analyzed root cause of customer issues via field communications, improving Net Promoter 20%.

Executed audit action plans, passing 7 out of 8 corporate audits with average score of 85%.

Facilitated internal and external training, covering key performance metrics, new initiatives, and promotions.

T-MOBILE USA

Performance Operations Manager, New England / New York 2000 - 2016

Supported sales management team of 6 to ensure daily execution of sales, operations, and customer experience metrics.

Participated in internal audit to ensure strict SOX compliance, and passed corporate audits of retail stores on six consecutive occasions.

Delivered audit region audit training and continuous risk assessments throughout the year to limit risk.

Monitored inventory levels, performed data analysis, and prepared detailed sales forecasts.

Identified trends based on corporate reports to uncover areas for improvement.

Systematically examined fraud cases and joined forces with corporate security personnel to eliminate vulnerabilities and risk.

Other Roles Include:

Boost Mobile

Regional Sales Operations Manager (Northeast)

T-MOBILE USA

Project Operations Manager (National Retail)

Education

Bachelor of Science (BS), Business Management, Merrimack College, North Andover, MA

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