Alexandra Congleton Email & Phone Number

New York, NY, US

• Defined the strategy for the 2025 strategic business pillar for the Early Life journey, focusing on customer acquisition and engagement initiatives to drive long-term growth.
• Launched Fanatics Sportsbook in 12 states, including a seamless migration of over 1 million former PointsBet accounts.
• Implemented changes to the identity verification product, resulting in a 22% uplift in passive verifications.
• Introduced a name control variable to enhance fuzzy match logic, increasing successful deposits by 40%.
• Achieved a 183% uplift in Registration to First Time Deposit (FTD) conversion through initiatives such as a unified Registration/Login journey and optimized KYC form designs.
• Unified Registration/Login resulted in a 42% registration conversion uplift.

New York, NY, US

New York, NY, US

New York, NY, US

2021Defined operational plan and product roadmap for DFS Portability division.Released Create Contest product with improved UI and support for Snake Draft and Best Ball, as well as Head-to-Head limiter and the ability to limit your opponent by experience level. Head-to-Head Limiter saw a 98% YoY increase in unique users creating public Head-to-Head.

New York, NY, US

2020- Worked cross-functionally to help successfully transition DRAFT into the FanDuel product and lead a development stream in executing Best Ball, one of FanDuel’s newest game styles - Lead the charge on ensuring our internal teams had the correct tools to assist customers in tough situations, contributing to our goal of saving 3,000 man hours in 2020.

New York, NY, US

- Helped develop a checklist to track and understanding the propensity in which human errors and bugs were contributing to issues on the site - Assisted in creating new processes to limit users from running into bad/expired links on site - Supervised two Customer Support interns for the 2018 NFL Season- Point of contact between Customer Support and.

Chicago, Illinois, US

• Utilize multiple teams, both internal and external, to resolve advanced technical issues
• Responsible for achieving personal and team service level goals, as well as tracking and documenting all customer inquiries and resolutions through Salesforce CRM
• Responsible for working with our Customer Care Specialists to investigate and resolve issues for our customers, as well as identify global and recurring issues for escalation to the appropriate teams
• Responsible for sharing all knowledge on Cars.com products and services with others, while constantly contributing to process improvement strategies
• Subject Matter Expert (SME) for Vehicle Acquisitions Solutions - Preferred
• As a cross-trained rep, I keep my knowledge sharp by assisting other Customer Care teams in order to ensure all teams are meeting their service level goals

Chicago, Illinois, US

• Provided excellent customer service to all internal and external customers who contact Cars.com via phone, email and chat, with a focus on first contact resolution
• Responsible for meeting personal goals, as well as assisting the team in reaching our service level goals
• Provided exceptional customer service as recorded by Quality Assurance team
• Subject Matter Expert (SME) for Dealer Solutions - an initiative in needs-based selling, Activity Log for Salesforce CTI Gadget, and Digital Ad Production Initiative
• Actively worked on improving processes to make our team more efficient and ultimately improve the customer's experience; this included improving our Request to Cancel process, allowing Customer Care to set our Account.
• Successfully peer coached two new hires

Atlanta, Georgia, US

• Worked directly with customers and third party service providers to ensure clients are having the best experience with The Home Depot’s Home Services program
• Was in charge of teaching, training, and coaching associates on what programs are provided through Home Services as well as how to use company software to input leads and make sales
• Exceeded the goals set for me in the first quarter of fiscal year 2015
• Took it upon myself to gain more knowledge of The Home Depot’s specialty departments, in order to increase my ability to assist team members in closing sales in all areas of the business
• Received a Platinum Homer Award, which is the highest form of recognition within the company

Atlanta, Georgia, US

• Created a customer service culture on the Front End, resulting in higher metrics for both Cashier Friendliness and Wait to Check Out
• Assumed responsibility for visually tracking cashier accuracy and created interest in improving cashier metrics for scan percentage, which led to higher scan percentages within the department
• Helped drive credit within the department, which resulted in the store meeting monthly credit goals for two consecutive months
• As captain of the DIY Workshops, I created excitement around our monthly Do-It-Herself workshops by way of social media and signage throughout the store

Atlanta, Georgia, US

• Responsible for handling money and completing transactions accurately throughout my shift
• Responsible for meeting metrics in a variety of areas including Scan Percentage and Customer Friendliness
• Learned as much as possible about surrounding departments to better assist customers when staff was limited; I was able to master many of these departments and spent time on the sales floor as additional coverage when.
• Took it upon myself to gain more knowledge of The Home Depot’s specialty departments, in order to increase my ability to assist team members in closing sales in all areas of the business
• Became familiar with the Service Desk which allowed for me to assist in covering there, as well as the Contractor's Desk, during peak hours

Bachelor'S Degree, Business Marketing

Associate Of Arts (A.A.), History