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Andrew Mock

@andrewmock

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CRM QA Engineer at AT&T who built Python tools to automate campaign checks and help prevent live errors.

United States

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At AT&T, I built and rolled out a Python QR code validator that checks document URLs against a master Excel file, eliminating manual verification and reducing live campaign errors.

I also helped develop a Python email QA tool with desktop and mobile previews, and created an Excel task tracker that centralized team work. I built a prototype dashboard to track workloads and send deadline alerts.

At urban science, I supported national campaigns involving 600+ dealers and helped oversee monthly subscription dealers within SLAs. I streamlined product onboarding procedures and documentation, reducing onboarding time by two days.

Earlier at urban science, I progressed through operations roles, including Operations Manager, Operations Lead, and Senior Operations Specialist. I built process documentation and a team knowledge base, and worked with dealers, clients, and partners to support product operations and resolve issues.

Experience

Work history, roles, and key accomplishments

Current

CRM QA Engineer

Current

AT&T

Dec 2023 - Present (2 years 10 months)

Built and rolled out a Python QR code validator and a centralized Excel task tracker, reducing manual verification and improving team efficiency. Reviewed digital assets for accuracy and collaborated with developers to prevent recurring campaign errors.

Python Excel QA Digital Content Review Email Campaigns Direct Mail Campaigns Collaboration

Senior Implementation Specialist

Urban Science

Mar 2023 - Oct 2023 (7 months)

Orchestrated deployment and activation of products for national-scale campaigns involving 600+ dealers. Streamlined onboarding procedures, reducing onboarding time by 2 days, and established quality assurance assessments for new software.

Product Implementation Campaign Management Dealer Management SLA Management Quality Assurance Onboarding Cross Functional Collaboration

Operations Manager

Urban Science

Oct 2021 - Mar 2023 (1 year 5 months)

Oversaw a team of 5 managing implementation and maintenance of dealer-facing solutions. Defined KPIs, monitored performance against SLAs, and built team knowledge base and process documentation from scratch.

Team Management KPI Definition SLA Monitoring Process documentation OneNote Cross Functional Collaboration Coaching

Operations Lead

Urban Science

Apr 2021 - Oct 2021 (6 months)

Oversaw a team of two for dealer direct product implementation and maintenance. Led onboarding calls and improved sales-to-operations handoff, reducing initial onboarding outreach time by 10%.

Team Leadership Onboarding Process Improvement Client Services Business Development Product Collaboration

Senior Operations Specialist

Urban Science

Mar 2020 - Apr 2021 (1 year 1 month)

Served as primary subject matter expert for operations team products, overseeing a multimillion-dollar national campaign with nearly 600 dealers. Reduced product downtime by 5 days through proactive issue resolution.

Subject Matter Expertise Campaign Management Product Setup Customer Support Technical Troubleshooting Third Party Agency Collaboration

Operations Specialist

Urban Science

Mar 2017 - Mar 2020 (3 years)

Facilitated onboarding and monitoring of new customers, implementing an average of 20 national and regional OEM-level programs annually. Used Salesforce and Excel to track campaigns and reconcile dealer data.

Salesforce Excel Pivot Tables V Lookups Onboarding Campaign Management Resolution SLAs Third Party Coordination

Operations Associate

Urban Science

Apr 2016 - Mar 2017 (11 months)

Collaborated with Operations Specialist to support monthly subscription dealers and campaign launches. Provided technical troubleshooting and quality assurance support for all products.

Customer Support Quality Assurance Troubleshooting Onboarding Campaign Support

Client Support Specialist

HookLogic (AutoHook)

Aug 2014 - Apr 2016 (1 year 8 months)

Directed end customer support and technical assistance, overseeing all inbound calls and email inquiries. Facilitated onboarding for new customers and resolved product issues with customers and third-party providers.

Customer Support Technical assistance Inbound Calls Email Requests Onboarding problem resolution

Account Specialist

Rock Connections

Nov 2012 - Aug 2014 (1 year 9 months)

Conducted high volume of inbound and outbound calls to promote company products and generate leads through cold calling. Enhanced prospective client database and aided customers in securing pre-approval letters.

Cold Calling Lead Generation Inbound Calls Outbound Calls Database Management Customer Assistance