TutorMe acquired by GoGuardian

▪Hired, trained and managed a high performing team of Safe Ride Support Specialists, including three managers, within a time-sensitive and demanding environment to deliver on operational KPIs as well as exemplary customer service (total 30 heads)▪ Recognized trends in issues, complaints and possible bugs, and initiated changes to improve service across all channels of business ▪ Worked closely with the Trust & Safety Team to ensure current driver fleet was performing within expected protocol and terms of service, and helped take action on problem drivers and/or issues surrounding driver performance▪ Worked closely with the Product, Business Intelligence, and Engineering departments & used data-driven approach to improv all aspects (Specifically: reduced inbound customer contacts by 43% in Q2 2018 & again in Q4 2019 by 30%) ▪ Worked with the Training and Process Manager to Help create and maintain an internal knowledge base of all processes and procedures▪ Managed staffing levels based on trends in ticket volume and changes in ride demand▪ Handled all escalated issues (by phone/email) given to me by Safe Ride Support Supervisors▪ Supported special projects on behalf of the greater Community Experience Team

▪ Managed a high performing team of Live Operations reps within a time-sensitive and demanding environment to deliver on operational KPIs as well as exemplary customer service (total 11 heads)▪ Recognized trends in issues and complaints and initiated changes to improve service▪ Helped maintain an internal knowledge base of all processes and procedures▪ Managed staffing based on trends in ticket volume and changes in demand▪ Handled all escalated issues (by phone and email) given to me by Live Operations reps▪ Supported special projects on behalf of the Customer Experience Team

▪ Analyzed data via GoodData platform to developed internal communications (Monthly and Quarterly) for Proactive Risk Management Program to help sales avoid negative and escalated issues, reducing ticket submissions by 30%▪ Lead in building automated system for Risk Management and Escalations procedure, combining several software platforms to work in conjunction in order to maximize productivity and accuracy▪ Worked directly with Engineers to determine needs, and abilities for the new system

▪ Lead in building and maintaining Global Risk Management Zen Desk instance comprised of fifteen Groups▪ Grow and maintain relationships between Risk Management and all other departments to optimize internal and external cross-functional processes▪ Work with the Salesforce.com team to support and optimize Escalations process▪ Maintain relationship with AP to ensure proper protocol is followed regarding merchant payments▪ Work closely with Legal Department to ensure compliance with SOX requirements▪ Draft binding, legal settlements and contract amendments necessary for settling escalated issues▪ Manage GoodData platform and tracking to ensure accurate weekly reporting on for department▪ Manage Escalation team members’ daily workflow to keep them on track, and effective▪ Responsible for training departments outside of Risk Management on best practices for reducing escalated issues, and how to use the Escalations/Risk department most efficiently and successfully▪ Responsible for cross-functional, internal training on new protocols and ongoing education of what the Specialist role entails▪ Handle merchant claims that can not be resolved by Sale Representatives, Sales Managers, Customer Service Representatives, or Account Managers, and which exceed certain monetary thresholds or implicate legal or PR ramifications▪ Approve and coordinate all post-feature Salesforce.com and contractual changes, including edits to active deals, and deals that have already run, with potential negative financial impact on GP and revenue, and acted as the Legal department’s face for maintaining Federal SOX Compliance▪ Responsible for approving or denying the re-feature of high risk merchants

▪ Ambassador of Groupon to customers, responding to emails and taking live calls from subscribers, ranging from simple usage questions to unique circumstances that come up with a specific offer. On average customer daily contacts and issue resolution ranged from 100-150 incidents ▪ Resolved customer issues, exceeding department SLAs▪ Managed time and productivity to meet daily individual and team ticket targets▪ Acted as liaison with other departments (Sales, Merchant Services, Editorial, Product Engineering) to address any cross-departmental issues impacting the subscriber

▪ Drove Google data-gathering vehicle in Chicago▪ Gathered digital data for Google Maps, Street View Chicago▪ Trouble-shot computer hardware and software involved in mapping ▪ Maintained cameras, computer equipment, and vehicle▪ Responsible for shipping data drives to Google on a weekly basis