• Analyzed and identified fraudulent customer trends and activity via Swift and internal DoorDash tools.• Performed high quality audits of merchant businesses to verify the accuracy of information provided tocustomers.• Investigated and analyzed customer turnover and presented trends to Product and Engineering to help design and implement strategies to recover customers after a negative experience.• Managed incoming merchant and customer requests via Salesforce and the DoorDash App.• Designed and implemented a SOP merchant outreach resource for agents to contact merchants via phone.• Exceeded weekly team quotas and maintained a consistent QA accuracy score above 94%.

• Performed complex audits of phone calls, portal submissions, and emails for a team of 50+ agents across multiple contact centers through a quality assurance platform (MaestroQA).• Coached, trained, and provided in-person and remote performance feedback to agents and managers.• Collaborated with the Legal and Compliance team to ensure ongoing Federal Credit Reporting Act (FCRA) compliance with industry regulations.• Created and maintained the documentation of internal and external Operations knowledge based processes and procedures.• Created and implemented an in-person and remote training program for Operations leadership, Quality Specialists and new agents. • Analyzed and identified trends on multiple platforms including Zendesk and MaestroQA to collaborate with Quality Specialists and Operations leadership to locate areas of improvement.

• Promptly resolve customer inquiries and complaints through telephone and e-mail support.• Provide accurate, valid, and complete information to customers through multiple resources and platforms.• Maintain a positive, empathetic, and professional attitude towards customers.• Follow procedures, guidelines and policies to meet regulatory compliance obligations.• Interface daily cross-functionally with other departments and colleagues to meet personal and team developmental quotas. • Consistently exceeded personal and team quotas weekly.

• Responded to fan and season ticket holder inquiries regarding the Oracle Arena, ticket plans, and the team.• Served as a guest representative for venue information such as stadium layout, seating sections and emergency activity procedures, as needed. • Worked closely with full time Guest Services in the execution of game night duties.• Provided excellent customer service to coordinate and execute various events promoting the Golden State Warriors organization outside of game nights including: cultural festivals, season ticket holder appreciation events, and “NBA Cares” events giving back to underprivileged communities.

• Provided excellent customer service through communication and establishing personal relationships through multiple channels (i.e. phone, email, and in person).• Resolved escalated customer support issues and exceptional cases in a calm, professional, and efficient manner.• Reviewed, monitored, and engaged with a high volume of customers per day.• Accurately documented all account activities and pertinent information.• Handled complaints while adhering to compliance requirements to assure a mutually beneficial outcome for both customer and BearCom. • Successfully trained, supervise, assign, and manage tasks and responsibilities assigned to the Rentals department including programing radios, attend to customer questions and issues, developing relationships with customer, CRMs, coordinating delivery and fostering continued relationships with customers. • Executed radio operations for local and national based events including: Outside Lands, Dreamforce, Insomniac, NBA All-Stars, NBA Finals, San Francisco Marathon, Bottle Rock and Bay to Breakers.

• Effectively receives, researches, and promptly answers customers inquiries regarding product, quantity, pricing and availability. • Followed through and followed up to ensure event planning vendors and logistic agencies met customers deliverables.• Managed complex customer orders by utilizing project management processes and technology at a high level to ensure events ran successfully.• Documented accuracy and accountability of inventory.• Executed radio operations for small and large venues including: Oracle Arena, Levi’s Stadium, Bill Graham Civic Auditorium, SAP Center, Moscone Center, Madison Square Garden, AT&T Park etc.