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Justin Berkeley

@justinberkeley

Dialer & Data Analyst Manager at Credit One Bank, analyzing campaign performance and optimizing customer contact strategies.

United States

Message

At Credit One Bank, I analyze campaign and account performance data and recommend actions to improve customer engagement and operational outcomes. I also provide regular reporting to senior leadership and optimize inbound and outbound contact strategies across Collections operations.

I manage call platforms, recording technology, and monitoring systems, supporting troubleshooting, compliance, and reliable customer interactions. I also support automated processes and coach a blended-environment team in line with departmental KPIs.

At 2K Vegas / TakeTwo Interactive, I built and launched a Customer Experience Team supporting internal members and global QA vendor partners. I designed onboarding materials, training programs, and CX playbooks to standardize customer-facing workflows.

Earlier, I delivered training and quality support at Amazon, managed SaaS customer success and technical support at TESLA (SaaS Division), and resolved escalated software issues at United Parcel Service (UPS).

Experience

Work history, roles, and key accomplishments

Current

Dialer & Data Analyst Manager

Current

Credit One Bank

Jan 2023 - Present (3 years 10 months)

Analyzed campaign and account performance data, identifying trends and recommending actions to improve customer engagement and operational outcomes. Managed call platforms and recording technology while coaching a blended-environment team.

Data Analysis Reporting Call Center Management Dialer Systems Coaching Performance Management Compliance Troubleshooting

LiveOps Lead / Quality Analyst & Customer Experience Supervisor

2K Vegas / TakeTwo Interactive

May 2021 - Dec 2022 (1 year 7 months)

Built and launched a Customer Experience Team supporting 20+ internal members and 30+ global QA vendor partners. Designed onboarding materials, training programs, and CX playbooks that standardized customer-facing workflows and service quality.

Customer Experience Team Leadership Training Quality Assurance Knowledge Management Cross Functional Collaboration Vendor Management

Quality Analyst / Training Delivery Specialist

Amazon

May 2020 - May 2021 (1 year)

Delivered live and recorded training for enterprise HR and Customer Associate teams, explaining processes clearly and supporting successful onboarding. Analyzed contact data to identify recurring questions and knowledge gaps that informed training initiatives.

Training Delivery Quality Audits Data Analysis Knowledge Management Cross Functional Collaboration

HR Assistant II

Amazon

Jan 2020 - May 2020 (4 months)

Served as the first point of contact for inquiries through phone, chat, and email, providing clear and timely customer support. Troubleshot questions, documented case details, and escalated complex issues to appropriate cross-functional HR teams.

Customer Support Troubleshooting Case Management HR Operations Communication Skills

Technical Support & Customer Success Manager

TESLA (SaaS Division)

Jan 2015 - Dec 2016 (1 year 11 months)

Owned customer success initiatives for SaaS clients, supporting retention, satisfaction, adoption, and long-term customer relationships. Managed communications between technical teams and customers to troubleshoot issues and coordinate resolutions.

Customer Success SaaS Technical Support Escalation Management Training Knowledge Management

Technical Support Specialist

United Parcel Service (UPS)

Aug 2010 - May 2015 (4 years 9 months)

Diagnosed and resolved escalated web application and software issues, restoring customer productivity and maintaining satisfaction. Used remote support tools to troubleshoot customer problems and explain solutions clearly.

Technical Support Troubleshooting Remote Support Software Configuration Customer Satisfaction