Ellen Morgan Email & Phone Number

Phoenix, Az

Phoenix, Arizona, United States

• Single point of contact for book of 2,500 SMB merchants for any support needsincluding payments, financial data, marketing, and technical troubleshooting• Identified merchant needs and suggested appropriate services to enhancemerchant experience, including leading initiatives for changes to DoorDashplatform such as two-factor authentication for merchant security• Developed and implemented workflows for pilots such as a proactive outreachproject that has reached 65% of eligible DoorDash merchants; contributed toKnowledge Base articles on workflows• Increased NPS for book from 5.8 to 7.3 in 8 months• Led efforts in recruitment and training of new employees including implementationof shadowing program and contributing to training materials for new employees

• Serve as primary point-of-contact for customer care representatives with escalatedcustomers; find creative solutions for escalated customer complaints by utilizingresources, advanced training, and resolution protocol to find solution• Support new Retail Work-at-Home representatives through training, coaching, andmentoring; provide opportunities for career development and mobility; trackperformance and offer suggestions for quality & process improvement; ensurecompliance to company policies & procedures• Led team in KPIs such as First Call Resolution and NPS

 Worked in a team-oriented, high-volume, fast-paced, guest-centric environment to deliver genuine hospitality to guests by demonstrating friendliness while greeting and establishing rapport with the guest Delivered an exceptional experience by guiding guests through menus & product selection while demonstrating thorough knowledge products & product pairing Partnered with team members to deliver service that met or exceeded guests’ expectations Provided friendly & attentive service that made guests feel well taken care of and built their intent to return Monitored & managed all orders and clients; ensured the safety & cleanliness of all guest areas; actively sought out opportunities for quality improvement and suggested recommendations to management Utilized sales & marketing strategies to promote products and maximize sales

Bachelor Of Arts In Communications

Bachelor Of Arts In History