Customer Success Manager

• Oct 2022 - Present

Providing customers the support they need to be successful. Providing customers the support they need to be successful.

Program Manager

• Jul 2020 - Oct 2022

Obsessed with carrier’s pre-pickup proactiveness, building scores, setting thresholds and standing up operational process to ensure carrier success. Supported offsite customer service team, whose main objective is to respond to customer tracking requests via email in a timely manner. * Migrated full team to new site, while overhauling process and efficiencies to ensure optimal productivity and customer service * Improved team's first response SLA rate by ~30% in less than 4… Show more Obsessed with carrier’s pre-pickup proactiveness, building scores, setting thresholds and standing up operational process to ensure carrier success. Supported offsite customer service team, whose main objective is to respond to customer tracking requests via email in a timely manner. * Migrated full team to new site, while overhauling process and efficiencies to ensure optimal productivity and customer service * Improved team's first response SLA rate by ~30% in less than 4 months. * Achieved optimal monthly cost savings for team by consolidating tasks and properly assigning work to teams

Tracking and Logistics Manager

• Sep 2019 - Jul 2020

Team Lead - Uber Freight

• Oct 2017 - Sep 2019

Managed, trained, and coached a team of up to thirteen tracking representatives. Used creative thinking to streamline and build processes from inception. Collaborated with different teams across the organization to ensure seamless transportation of goods. Supported team members as a Subject Matter Expert, providing information to improve efficiencies.

Team Lead - Incident Response Team

• Jan 2017 - Oct 2017

* Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs) - including TPH, Quality Assurance and Response Accuracy * Instruct CSRs and cultivate performance to serve our rider and driver communities * Audit your team’s performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training &… Show more * Lead, motivate, and develop high performing teams of Customer Support Representatives (CSRs) within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs) - including TPH, Quality Assurance and Response Accuracy * Instruct CSRs and cultivate performance to serve our rider and driver communities * Audit your team’s performance with weekly audits and guide towards progressive improvements; identify opportunities for additional training & development * Guide enforcement of policies, including attendance; create and distribute reports to COE management, provide Senior Leadership with daily snapshots of team’s performance; escalate issues to Senior Leadership as necessary * Act as a Subject Matter Expert (SME). Identify trending issues and guide CSRs do the same in their daily work

Community Support Representative - Incident Response Team

• Oct 2015 - Jan 2017

Social Media Manager/Catering Sales Assistant

• Nov 2012 - Apr 2015

Effectively managed both catering sales tasks and social media Oversaw 2-3 private dining events weekly Coordinate event details from kitchen duties to restaturant management Supervised 5+ staff members during large scale events Organized and managed presence at various off site events Utilize Adobe Illustrator in creating marketing content Maintained social media management to develop an online presence and reputation In charge of operating and maintaining Future POS system… Show more Effectively managed both catering sales tasks and social media Oversaw 2-3 private dining events weekly Coordinate event details from kitchen duties to restaturant management Supervised 5+ staff members during large scale events Organized and managed presence at various off site events Utilize Adobe Illustrator in creating marketing content Maintained social media management to develop an online presence and reputation In charge of operating and maintaining Future POS system back office software Responsible for various administration duties Coordinates off site catering and promotional events Attended various KeyNote speakers during Social Media Week 2013 Show less Effectively managed both catering sales tasks and social media Oversaw 2-3 private dining events weekly Coordinate event details from kitchen duties to restaturant management Supervised 5+ staff members during large scale events Organized and managed presence at various off site events Utilize Adobe Illustrator in creating marketing content Maintained social media management to develop an online presence and reputation In charge of operating and maintaining Future POS system… Show more Effectively managed both catering sales tasks and social media Oversaw 2-3 private dining events weekly Coordinate event details from kitchen duties to restaturant management Supervised 5+ staff members during large scale events Organized and managed presence at various off site events Utilize Adobe Illustrator in creating marketing content Maintained social media management to develop an online presence and reputation In charge of operating and maintaining Future POS system back office software Responsible for various administration duties Coordinates off site catering and promotional events Attended various KeyNote speakers during Social Media Week 2013 Show less

Event Coordinator Intern

• Mar 2012 - May 2012

Assisted in organizing and executing weekly events Updated events calender on company website Helped organize and execute annual 5K fundraiser Created Easter Egg baskets for annual Easter Egg Grab Assisted in organizing and executing weekly events Updated events calender on company website Helped organize and execute annual 5K fundraiser Created Easter Egg baskets for annual Easter Egg Grab

Shift Leader

• Aug 2010 - May 2012

Supervised 25-30 employees nightly Oversaw customer satisfaction Communicated store status with superiors Supervised 25-30 employees nightly Oversaw customer satisfaction Communicated store status with superiors

Server

• Aug 2008 - May 2012

Customer service Time management Effective communication Customer service Time management Effective communication