Ja Leesa Thomas Email & Phone Number

San Francisco, California, Us

Conducts in-depth case evaluations in order to promote a safe and compliant onboarding process for potential merchants.Investigates incidents of fraud and creates long-term approaches to reduce fraud.

San Francisco, California, Us

*Conducts daily periodic compliance audits in accordance with the DoorDashes policy. *Creating and submiting written documentation of all monitored contacts to their overall agent scorecard for relevance. *Identifying agents performance patterns in customer interactions across multiple data sources on a consistent basis.*Attends and participates in all monthly audit calibration sessions across several business lines.*Provides practical written feedback to agents with recommendations for improvement, as well as clearly articulating strengths and potential in the context of quality audits.*Assists the DoorDash training team in conducting audits for new agents in order to verify that training objectives are met in accordance with the company policy.

San Francisco, California, Us

During this six-month Train the Trainer Program, I have advanced my career while learning about training methods and leadership techniques while assisting in leading New Hire classes at DoorDash.I was selected for the Train the Trainer(TTT) Internship; in June, 2022:I facilitated and assisted large groups in a variety of business areas in the implementation of new processes and systems. I mastered detail-oriented tasks including creating calendar invites, assigning Lessonly paths, completing End Of Day (EOD) reports, and Nesting tracking for all classes. I was able to speak with leadership, raise concerns, and celebrate successes. I answered questions for new hires throughout the onboarding process.Partnered directly with our other support partners to improve Customer Experience.Regularly coordinated with operations partners to use quality best practices in connection with attempts to enhance delivery speed in a real-time customer care center.

San Francisco, California, Us

The Operating Playbook Program [OPP] is a blended, cohort-based program designed to develop the core skills required to succeed as a great operator at DoorDash, regardless of organization, title, or seniority. --I adopted a growth mentality and made a plan to achieve my ambitions with a focus on taking action.Improved my ability to hold two competing concepts in order to offset biases.I was able to identify techniques to gradually achieve 1% progress every day.I performed at the lowest level of detail while making wise decisions and solving problems.

San Francisco, California, Us

*Collaborated with leadership on internal trust and safety programs and Tax related projects.* Shaped employee training for all new recruits over a 12 month period and offered continuous advice, guidance, and mentorship on duties and best practices. *Communicated time-sensitive issues via email, phone, and chat; related to accounts payable concerns, driver issues, and troubleshooting. *Demonstrated effective communication and relationship building with cohorts and DoorDash leadership. *Worked with multiple systems. (Salesforce, AWS, Stripe, Nimda, Chartio, Sigma, and many other internal tools.)

Philadelphia, Pa, Us

* Worked with cross-functional teams to improve processes and to drive product quality.Performed multiple quality inspection/sort(s) in the Food industry.*Inspect and sort products/parts for defects as instructed per the work instructions provided by the customer quality engineer and/or the team leader.*Repackage & tag all certified product.*Recorded all data required for each job performed*Report all findings to the quality engineer and the team leader

Dallas, Tx, Us

*Regularly submitted final audit reports to supervisory staff after accurately completing thorough damage reports.*Examined completed tickets determining whether locates were performed accurately and in compliance with established standards.*Identified, documented and distributed audit observations and issued audit reports*Performed Quality Audit training and provided training to guest level auditors*Collaborated with cross functional departments to assure seamless communication*. Diagnosed each client's account to check whether they were eligible for review and approval for End Of Lease invoicing.*Collaborated with the collections department on end-of-term final bills and property tax invoices. *Served as a Customer Service Advocate for each client, throughout the duration of their loan.

San Diego, California, Us

*Provided technical support and offered observations to call center teams and management.*Completed audit/monitoring duties in a timely manner as set by management.*Prepared reports using Microsoft Word and Excel and met with management to provide analyses, recommendations on monitoring activities and error trends.*Communicated with providers on a regular basis to verify that all allocated trips were done properly, and on time and that any schedule modifications or special requests were noted.*Responded immediately to non-medical transportation provider issues, grievances, appeals, and fraud. * Acquired safe and responsive providers for clients as needed for emergency medical transportation, via ground and air while adhering to all driving and traffic safety regulations and legislation.*Served as a resource and point of contact for internal clients & providers during contingency events such as weather occurrences, system outages, and so on.*Ensured all regulatory, accreditation and internal processes met their deadlines. *Facilitated provider onboarding and off boarding by partnering with peers in shared regions to examine each checkpoint area where there was space for development.*Collaborated with providers to negotiate pricing and review contract requirements. *Resolved excursion tickets from third-party operators; to ensure they were in compliance with performance criteria, this assured all targets were fulfilled with a 100% success rate.

* Examined the internal banking security systems daily to gather data bank codes from multiple sources to report on a weekly, basis.* Followed protocols and regulations to do what is right for clients and the bank, while complying with all applicable laws and regulations* Was the primary point of contact for all emergency and non-emergency calls from clients and technicians.*Assisted technicians with technical difficulties by documenting, troubleshooting, and resolving them.*Prioritized daily procedures for each technician, as well as mapped and scheduled all vehicle routes.*Dispatched ATM codes, Firstline Maintenance calls, and emergency cash requests.

San Diego, Ca, Us

*Reviewed agents' metrics for accuracy of compliance and did extra evaluations for agents who were not performing within the quality requirements.*Performed monthly internal audits and recommended remedial steps for unacceptable circumstances.*Evaluated and mentored the performance of agents, in regards to improving their overall performance. *Delegated to a team of 8 as well as new recruits RPC training, weekly evaluations, and chargebacks.*Collaboration with supervisors and managers on difficult assignments and retention of agents who fell short of expectations.*Retrained new recruits who were falling short of expectations in terms of casework processes and quality to ensure that performance criteria were reached.* Consulted and managed incoming escalated customer calls, and delivered to management written findings on the underlying reasons.

Bonn, Nrw, De

*Resolved product and service issues by identifying the source of the problem, selecting and communicating the best remedy, and expediting correction or modification.*Maintained the customers' financial accounts by processing customer adjustments related to Account Receivables, Address delays, or Lost Shipments.*Conducted periodic pre-shift meetings regarding quality to provide tips and increase quality awareness.*Ensured that the proper quality standards and operating procedures are followed, and employees are coached and trained on a monthly basis.