Experience

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  DoorDash

  • Tempe, Arizona, United States

  • Senior Manager, Merchant Services (New products/verticals)

    • Jun 2022 - Present
    • Tempe, Arizona, United States

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  Fair.com

  • Senior Manager of Customer Care/Experience

    • Nov 2020 - Present

    *Role Title updated to Associate Director of Customer Support on 5/13/22*Build, motivate, coach and lead 36 customer support agents & leader teams (front line, tier 1, tier 2, tier 3 and leaders) to achieve a customer-centric service experience focused on above and beyond experiences and first call resolution - delivering Service Level 80%+, Adherence (103% attainment to goal) and Customer Satisfaction/CSAT(104% Attainment to goal)Passionate servant/collaborative leader individualizing and constructing mentoring, coaching and training to all team members for their personal/professional development- resulting in a strong bench of next level leaders, established new role opportunities for up-leveling staff, and reduced churnSpearhead cross functional collaborations and created mechanisms (including Voice of Customer programs and insights) to identify product service gaps in customer journey and design/manage project plans - streamlining complaint management and case management to remove friction, increase customer satisfaction, decrease call handling and reduced customer effort (Reduced contact rate from 400% to 50%)Operations Strategy - Maintain transparency through bi-weekly reporting (in-person and written) to executives and senior leaders about department advancements towards company OKRs, priority objectives, staffing and vendor goalsSpearhead development of KPIs & service implementation for senior customer service and executive escalations.Lead optimization on internal tooling for front-line depts to align with customer journey and overall delivery on company objectives to seamlessly blend human and digital touch. (reducing employee efforts, increasing employee satisfaction while bettering customer forward KPIs) Managed and enhanced vendor relationships including external collections, outsourced call center needs for scale and affiliated servicing partners- consistently leading teams to 105% attainment of collection goals for last 9 months

  • Manager of Concierge/Customer Services

    • Mar 2019 - Nov 2020

    • Managed, trained, and strategized performance optimization for Senior Concierge team of 17 who handles escalated situations with urgency and care within multiple channels including chat, phone, social media, and email• Responsible for coaching, performance and career development for 17 team members - including Senior Concierge team, Executive Escalations team and Supervisors • Initiated and managed cross functional team collaboration with operations and product leadership to increase customer retention and overall satisfaction from customer acquisition through customer conversation/loyalty efforts• Developed several integral standard operating procedures for customer retention efforts, call quality and training evaluations, inventory management, customer success models and leadership development courses/modules • Pioneered development and management of warranty & maintenance escalations based on data research and top customer experience drivers to create a streamline workflow for customers – partnering with inter-team operations to codify and ratify adoption

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  The Art Institutes

  • United States
  • Higher Education
  • 700 & Above Employee

  • Director Of Student Financial Services

    • Apr 2015 - Jan 2019

    • Manage and strategize on a daily basis for performance optimization, quality assurance and management of financial accounts totaling over $5 million • Lead, coached and developed 30 financial and academic counselors to meet and exceed customer resolution and servicing needs• Engage and develop staff to best achieve key performance indicators while improving customer satisfaction and staff engagement• Passionate and experienced in leadership training and development• Responsible for staffing and talent acquisition within department• Pioneered collaboration efforts between multiple departments, delivering strategic goals in order to develop processes to increase student retention/persistence • Excel in strategic process analysis and improvement – developing instrumental financial reporting methods to more effectively manage financial accounts • Expert in customer relationship management, collaborative practices and communication• Well versed in crisis and change management, situational leadership and overall handling of escalated issues and resolution.

  • Finance Counselor

    • Feb 2014 - Apr 2015

    • Manage and develop portfolio of new, continuing and re-entering student accounts. Create and counsel clientele on personalized financial plans and other financial aid aspects• Assist students through financial application process while developing long lasting relationships to further counsel in the future for financial success• Problem solving and escalation management on a daily basis for students • Evaluate a multitude of reports to proactively manage accounts for timely payments and disbursements and eliminate account discrepancies for accurate accounts receivables/ debt management. • Promoted to Senior Financial Counselor in 2014 where worked to develop/coach peers to achieve best practices and overall better results for the department

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  EDMC

  • Phoenix, Arizona

  • National Admissions Representative

    • Jan 2013 - Feb 2014
    • Phoenix, Arizona

    -Experienced in cold and warm calling inquires-Familiar with recruitment practices to assist in development of leads

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  Programming and Activities Board - Arizona State Univerity

  • Tempe, AZ

  • Director of Business Relations

    • May 2012 - Mar 2013
    • Tempe, AZ

    • Responsible for creating new partnerships with a multitude of businesses in support of various programming events. Organized and oversaw various sponsored events ranging from smaller functions to large scale events for up to 70,000 students. • Manage pre and post event logistics, budgeting and marketing outreach• Researched relevant potential new businesses for future resourcing and events

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  ASU Programming and Activities Board

  • Tempe

  • Devilpalooza National Sponsorship Coordinator

    • Oct 2012 - Feb 2013
    • Tempe

    Obtain and maintain relations with large scale business vendors for a signature campus event for 15,000 students.

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  Programming and Activities Board - Arizona State University

  • Tempe, AZ

  • Marketing Intern

    • May 2011 - May 2012
    • Tempe, AZ

    Provided support in design and context calendar creation for campus events. Responsible for direct marketing events, and distributing marketing for events planned for 70,000 ASU students