Introduction:
I’m Trae and more than almost anything I love being challenged. I’m one of those rare people who use both their right and left brain to gain desired outcomes. While numbers may intimidate traditionally creative people, I use them to quantify, validate, explore, and understand complexities. The flaw with exclusively using data to solve problems is that not all problems are binary. It takes someone who is willing to challenge the status quo, use metric analysis, and try something that hasn’t been done before to solve the hardest problems. I’m doing all I can to be that person.

UX Researcher – Putting the customer at the center of Product Development. I focused largely on the Jobs To Be Done of the users. By connecting dots I helped power the direction of the long term road map.

Head of Customer Support – Handling everything and anything related to the customer. From refunds to special shipping, calls to emails, upset customers to long term accounts, I did it all. I experienced first hand the tenacity and grit it takes to run a successful small business.

Workforce Management Analyst – Just shy of four years knees deep in spreadsheets. I had an almost perfect record for meeting service level agreements. I did this by using historical data trends, live weekly variance, and a volume forecast to manage staffing needs. I was present for large growth which meant building shifts to meet business needs as growth happened, and negotiating schedules with over fifty CSR agents.