Teams: Background Check, Rider Trips Escalation- Implemented a plan that successfully resulted in clearing a backlog of 40,000+ reports and enabled us to meet our 3 day SLA for 6 consecutive months.- Worked with QA Lead to identify difficulty levels for our queues and created tools to better track training progression at an individual and team level. - Led weekly remote meetings with our Rider Trips content team to update, maintain, and expand our current support process logic. - Consistently monitored KPIs for inconsistencies and flagged multiple high impact discrepancies.- Drove professional development initiatives 5 for direct reports that have resulted in promotion.

Teams: Social Media Response Team(Eats), Vehicle Solutions, Xchange Leasing- Piloted support processes for 4 new lines of business. - Knowledge of rider, driver, and eater support processes; specializing in handling one-off issues.- Collaborated with Learning & Development to help create the first SORT Escalation & UberEats trainings.- Helped author LOB specific proposals regarding skip rate improvement, one-off processes, and additional saved replies.

- Oversaw all day-to-day operations including: hiring, training, and managing the call center floor.- Performed continuous evaluations and development for all dispatchers on a monthly cadence.- Coordinated with remote offices and planned staffing to ensure a 15 second response time.- Grew location from 35 to 60 plus employees, including 4 subordinate supervisors.- Reported Site specific KPIs directly to the V.P. of Operations weekly.

- Supervised shifts of 20+ dispatchers on a 4x10 rotation.- Performed evaluations on 50+ dispatchers in a 3 month rotation. - Coordinated staffing levels with 5 other remote locations.- Supported Alarm Dealers and individual customers with account modifications.

- Attempt to confirm alarms events triggered by calling out to responsible parties. - Contact emergency services for dispatch as prescribed by our standard procedures.- High emphasis on accuracy and response time.- Directly Support Alarm Dealer accounts and testing.

- Perform extensive diagnosis on malfunctioning electronics.- Resolved issues with customer and store devices.- Process manufacturer returns and exchanges.- Provided sales support in a team-intensive, fast-paced work environment.