Metrics Analysis

T-Mobile US (TMUS)

Braden Keith demonstrated outstanding:

• Initiative – by adopting VBA,
• Development – by mastering VBA and Excel, 
• Innovation – by building dashboards that visualized metrics and performance, 
• Performance – by optimizing Call Resolution Time (CRT) and Quality outcomes, 
• Capability – by ranking as a top individual and team performer, and 
• Aptitude – by achieving rapid, successive promotions.

Braden didn’t just handle calls — he learned VBA and leveraged Excel to transform raw metrics into actionable insights, improving call resolution time and quality while earning top-performer recognition and rapid promotions.