Emily Sanders Email & Phone Number

Portland, Or, Us

• Investigated third party complaints (including demand letters, complaints submitted to regulatory agencies and complaints submitted through the Better Business Bureau). This included thoroughly reviewing the complainants’ allegations, documenting my findings and providing recommendations regarding how we should respond to each complaint.• Reviewed complaints flagged internally by Cash App Support Advocates. This involved reviewing the support case where each complaint occurred and collecting several pieces of data (such as the topic of the complaint, the cause of the complaint and what actions Cash App Support took to address the complaint). This data was used to continuously improve the Cash App product and the quality of support that we provided to our customers.• Occasionally worked directly with complainants via email to further address their concerns.

• Evaluated the quality of Customer Success Advocates’ customer service interactions that took place over Email and Messaging. Reviewed cases for workflow/policy adherence as well as soft skills. • Provided education across Cash Customer Operations regarding Cash App’s QA program. This involved meeting regularly with members of Leadership as well as with Customer Success Advocates themselves to discuss organizational trends and QA updates.• Hosted 1:1 Consulting Sessions, Shadow Sessions and Office Hours for Customer Success Advocates who wanted to better understand QA as a whole or their own opportunities.• Facilitated and hosted 1:Many shadow sessions to help familiarize newly hired Messaging Advocates with Cash QA.• Tracked and escalated topics of Advocate confusion to Cash's content team to help continuously increase the clarity of our internal resources.

• Provided customer support through email. This involved working with customers to either resolve their issues myself or transfer them to the proper team within Cash who could assist them further.• Shared regular feedback with other Cash teams regarding ways that our internal and external resources could be improved to better meet the needs of our customers.

Oregon

• Worked assignments at various retail stores on a week-by-week basis. The assignments took one of two forms - either I needed to collect the prices of specific items across a wide assortment of store categories, or I was assigned specific store categories and needed to collect the price of every item within my category assignment.• Initially started in this position in Medford, Oregon and eventually transferred to the Portland, Oregon metro area (with occasional travel to other Oregon markets as needed).

Lake Oswego, Oregon

• Maintained the store’s cash office (including creating the store’s deposits, placing money orders and documenting cash variances).• Performed store scale audits and a minimum of 8,000 price accuracy audits per month.• Executed weekly marketing changes.• Acted as the in-store person of contact for technical support.• Assisted as a backup non-perishable product buyer. Prior to leaving this position, I purchased for the store’s candy and impulse sets three times a week, and purchased for other categories as needed.• Provided occasional coverage for short staffed departments. • Led an employee resource group focused on environmental sustainability and employee recognition/support.

Lake Oswego, Oregon

• Primarily worked as a Pantry associate where I was responsible for the general maintenance of non-perishable grocery items. This included stocking shelves, keeping back-stock organized, removing items from the floor prior to expiration, keeping the store clean, counting items during store-wide inventories, performing regular refrigerator/freezer audits to ensure that food was being kept appropriately cold and assisting with any and all other opening/closing tasks as needed. • Cross-trained in all other store departments and occasionally cashiered, prepared food in the kitchen and helped maintain the produce department. • Prioritized customer service while working in every department.• Participated as an active member of the store’s safety committee. This involved attending monthly meetings to identify/discuss in-store safety concerns and developing solutions to foster a safer work environment.• Completed Whole Foods' Introduction to Leadership course.

Phoenix, Oregon

• Responsible for the completion of a variety of tasks that ensured that the store remained well-merchandised and accessible for our customers. This included making sure that all store items were priced correctly, all stock was merchandised into the appropriate locations (per our corporate planograms), the store was clean and our inventory counts were accurate.• Coached fellow associates and assisted customers as needed.

Medford, Oregon Area

• Trained as both a standard Data Entry Associate as well as an Order Blaster Associate, but the majority of my shifts were Order Blaster shifts.• As an Order Blaster, my role was to process large orders (often from business clients). I would receive an order from my administrator when it arrived, update it in an Excel spreadsheet so that it was compatible with our company's software, and then process the spreadsheet through the software so that it became saved in our system for fulfillment. I would also review the order for any major errors (such as missing or inaccurate information submitted by the client) and put holds on such orders so that our customer support team could reach out for verification.• As a Data Entry Associate, my role was very similar; however, during these shifts I processed small orders (typically from individual consumers rather than businesses). I typed these orders directly into our software system rather than processing them first in an Excel document. I still audited these orders for errors and placed orders on hold if applicable.• During the course of my employment, I was audited for accuracy by our Quality Assurance Team on three separate occasions. I earned a 100% score on every audit that I received.

Hornbrook, Ca

• Trained in the functions of a multitude of roles to ensure that the store could run smoothly. These included running the cash registers, stocking shelves, pricing items, organizing back stock of inventory, general cleaning, helping customers carry out and load items into their cars and filling phone orders.

Medford, Oregon Area

• Responsible for interviewing, hiring, training and scheduling employees.• Performed weekly inventory audits, monthly store audits and a yearly physical inventory.• Oversaw the store's promotional signage and ensured that it was set up and taken down in a timely manner (as directed by our corporate management).• Built a strong community outreach program as a way to advertise and network with other local businesses.• Received and stocked product shipments twice a week.• Performed product rotation to ensure that all store items were clean, organized and not expired.• Assisted customers by providing product education and helping them locate what they needed within the store.

Portland, Oregon, United States

• Responsible for running the store when my Store Manager was away. This included a three month period in which my store had no Store Manager. During this time, I worked in conjunction with the other Assistant Store Manager to make sure that the store continuously ran smoothly. In addition to my regular responsibilities, I also wrote employee schedules and trained newer employees during this period of time.• Performed product returns, exchanges and inventory audits.• Picked up product transfers from other store locations to fill customer requests.• Received and stocked shipments.• Delegated tasks to other store employees.• Planned in-store events.• Set up and took down in-store signage as needed.• Performed general cleaning tasks as needed.• Took part in the first ever regional Assistant Store Manager Loss Prevention training program that The Vitamin Shoppe offered on the west coast. In this program, I attended monthly conference calls and completed assignments relating to loss prevention scenarios. I also got to present my assignments via conference call on two separate occasions.

Portland, Oregon, United States

• Opened and closed the store.• Performed product returns.• Removed damaged items from inventory as needed.• Took store deposits to the bank.• Delegated tasks to sales associates.• Performed regular store maintenance (including checking shelves for close-dated products, general cleaning, organizing and setting up/taking down in-store signage).

Portland, Oregon, United States

• Greeted every customer in a friendly way and helped them find products that would best fit their needs.• Stocked and organized products as well as ensured that no expired products were on our sales floor.• Swept and mopped the store every evening.

Computer Software Engineering

Completed a 14 week full-stack software engineering bootcamp where I learned how to create dynamic web-based software systems using Java.

Master'S Degree, Psychology

I received my Master's of Psychology with a concentration in Industrial-Organizational Psychology in January 2019. I was on the thesis.

Bachelor'S Degree, Sociology

I received my Bachelor's of Science in Sociology from Portland State University in the summer of 2011. Portland State University also has.

Social Sciences

I attended The Evergreen State College for a year. While I was a student, my primary focus was on the social sciences.

Social Sciences

I attended Bellevue College (formerly known as Bellevue Community College) as a part of Washington State's Running Start program. This.