Andrea Oswald Email and Phone Number
Andrea Oswald work email
- Valid
Andrea Oswald personal email
As an Associate Manager of Customer Experience at DoorDash, I lead and manage teams and stakeholder relationships while driving process improvements across our support organization. With 15 years of customer support experience, including 4 years at DoorDash, I specialize in solving complex problems, working cross-functionally, and executing Support Operations.I am passionate about enhancing customer experience and delivering business value. Recently, I improved first contact resolution (FCR) by 7% across our New Verticals Support within four months by analyzing data, identifying pain points, and implementing new workflows. Additionally, I manage and oversee Support Operations, tooling, and workflows to scale new pilots and achieve company OKRs.I earned my BS in Psychology from Arizona State University and Barrett, The Honors College. I also earned my Google Project Management Certification in 2023, and I'm working to earn my CAPM certificate this year. I leverage my education and skills to apply a holistic and data-driven approach to customer experience and support operations.
Egrowcery
View- Website:
- egrowcery.com
- Employees:
- 18
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Egrowcery
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Manager, Customer SuccessWise Pelican Aug 2024 - PresentScottsdale, Arizona, Us• Lead and manage a team of Customer Success Managers to enhance client success and support.• Develop SOPs and streamline workflows for efficient customer interactions.• Build dashboards and reports to track and analyze team performance.• Implement HubSpot ticketing systems to monitor inbound cases and provide actionable insights.• Identify gaps in processes and propose solutions to improve operations and customer satisfaction. -
Associate Manager, Customer ExperienceDoordash May 2021 - Jan 2024San Francisco, California, Us• Conduct deep dives into data to analyze and identify pain points, implementing new workflows that optimize the customer experience. This led to a 7% increase in FCR (First Contact Resolution) within my first quarter.• Merchant retention by resolving CEO-level escalations.• Oversee Support Operations, tooling, and workflows to effectively scale new pilots and achieve company OKRs.• Project manage and develop net-new workflows across New Verticals by working cross-functionally using Agile practices.• Serve as project manager and liaison for Support Operations across DoorDash.• Created, trained, and led a support team of 25, ensuring the successful execution of project deliverables. Monitor team metrics and provide coaching and feedback to improve performance.• Analyze, identify, and drive product improvement initiatives to enhance customer satisfaction. -
Merchant Experience PartnerDoordash Dec 2020 - May 2021San Francisco, California, Us• Managed support operations, retention, and growth initiatives for Wendy's and Chipotle merchants.• Monitored merchant performance metrics and analyzed data to identify areas for improvement, providing insights and recommendations to optimize operations and enhance their experience.• Collaborated cross-functionally with growth teams and enterprise contacts.• Acted as the direct point of contact, delivering white-glove customer service, relationship management, and strategic problem-solving to retain and grow partnerships.
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Success Associate, CaviarDoordash Apr 2020 - Dec 2020San Francisco, California, Us• Led and trained teams on DoorDash systems and tools, effectively managing people and processes.• Resolved inbound cases for Managed and VIP merchants, as well as internal escalations.• Collaborated cross-functionally between Caviar and DoorDash teams to develop support workflows.• Successfully migrated 10,000 merchants from the Caviar backend systems to the DoorDash backend systems.
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Jr. Account ExecutiveCuracubby Jan 2020 - Mar 2020• Conducted cold calls to local businesses to sell a new CRM system, becoming the top sales agent in my first month.
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Escalated Merchant Support Team LeadDoordash Apr 2018 - May 2019San Francisco, California, Us• Delivered white-glove support for Managed Merchants in the Midwest, handling the highest number of inbound inquiries across the US.• Trained new teammates during a rapid scale-up from a team of 10 to a team of 100.• Provided direct feedback to managed teammates, ensuring they met team metrics and company goals.
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DasherDoordash Jan 2018 - Apr 2018San Francisco, California, Us• Delivered last-mile services with meticulous attention to detail, exceptional customer service, and effective communication.
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OwnerItkreative Marketing 2017 - 2018•Web Design, Social Media Marketing, Logo Creation, and content creation to help entrepreneurs and small businesses grow and succeed in their mission
Andrea Oswald Education Details
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Arizona State UniversityPsychology -
Barrett, The Honors CollegePsychology
Frequently Asked Questions about Andrea Oswald
What company does Andrea Oswald work for?
Andrea Oswald works for Egrowcery
What is Andrea Oswald's role at the current company?
Andrea Oswald's current role is Manager, Customer Success | Google PM Certificate | Ex-Doordash Manager.
What is Andrea Oswald's email address?
Andrea Oswald's email address is an****@****ery.com
What schools did Andrea Oswald attend?
Andrea Oswald attended Arizona State University, Barrett, The Honors College.
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