Ops Commander

• 2021 - Present

• Support internal and external business partners by providing resources from SalesForce on expected behaviors, escalating system issues using JIRA, and providing regular updates until resolution.• Monitored and triaged system issues, raised bugs, and outages to Engineering teams as needed.• Researched and analyzed bug reports to determine if the reported issue was occurring due to expected behavior or required an escalation based on knowledge bases and various internal tools.• Communicated system issues notifications received from Engineering to internal and externalstakeholders via email and Slack. Show less

Concierge Diamond Rider Support

• 2018 - 2021

• Provide pristine white-glove customer service via in-app support messages and inbound phone calls for top tier riders and eaters in the US.• Went above and beyond for High Frequent Riders by deciding on when to go outside ofpolicy guidelines was merited.• Flagged trending in-app issues as reported by riders and eaters to quickly resolve in app outagesaffecting the business.• Use of multiple platforms to maintain and exceed key metrics for efficiency, quality and satisfaction.• Assisted by providing floor support as a subject matter expert. Show less

Driver Trips Escalation Representative

• 2017 - 2018

• Acted as an efficient liaison to address and resolve driver concerns by employing critical thinking and creative problem solving skills in high pressure situations.• Showed empathy to frustrated drivers while addressing unsatisfactory experiences as a final point ofcontact.

Incident Response Representative

• 2015 - 2017

• Handled high volume, live queue of sensitive safety issues through phone and email support while providing high quality customer support. • Engaged in internal investigations though interviews to gather case information and provide recommendations for stakeholders.• Escalated priority support issues to the appropriate teams.• Input feedback provided from management into work performance on a weekly basis.

Intuit Care Representative

• 2014 - 2015

Bilingual Order Support

• 2013 - 2014

Sales Associate

• 2012 - 2013

• Ensured store guests would have an enjoyable experience by being attentive to their needs and questions. • Used opening and closing store company procedures which included opening and closing register tills and safe. • Ensured store guests would have an enjoyable experience by being attentive to their needs and questions. • Used opening and closing store company procedures which included opening and closing register tills and safe.

Lead Cashier

• 2007 - 2009

• Ensured store guests would have an enjoyable experience by being attentive to their needs and questions. • Used opening and closing store company procedures which included opening and closing register tills and safe. • Assisted with warehouse receiving of store merchandise that included using a computer database program and counting to assure accurate deliveries. • Ensured store guests would have an enjoyable experience by being attentive to their needs and questions. • Used opening and closing store company procedures which included opening and closing register tills and safe. • Assisted with warehouse receiving of store merchandise that included using a computer database program and counting to assure accurate deliveries.