Felix C. Email & Phone Number

Sunnyvale, Ca, Us

I fix things, and things get fixed.

Sunnyvale, Ca, Us

San Francisco, Ca, Us

I owned various iterations of dogfooding programs, such as "Whole Company Support": a quarterly multi-day event where engineers, PMs, analysts & operational stakeholders are hosted by members of the Support Team and dissect customer support inquiries & NPS feedback to identify and understand user pain points and product opportunities. I also facilitated immersion sessions amongst groups of cross-functional stakeholders, identifying and understanding user pain within a particular UX before identifying and deleting ownership of resolutions through product improvements as well as consolidation of responsibilities through cross-team communication.

San Francisco, Ca, Us

I was selected as one of the first four associates for Lyft's inaugural customer advocacy team, the Voice of Customer (VOC) Team. In this role, I forged a partnership with the Payments Platform and Passenger Experience PMs, meeting weekly to identify opportunities in reducing friction in the user experience while reducing inbound support requests. Additionally, I created and owned the "Reactive Process", an internal prioritization scale established between Lyft's Support Team and Product organizations to triage and resolve customer-reported bugs by communicating the number of users impacted and severity of the degraded UX; the process was handed-off to a new team of 9 associates formed to continue scaling Support's technical procedures.

San Francisco, Ca, Us

Lyft's ride volume sustained rapid growth week after week, and in order to continue delivering customer delight in a timely manner we began experimenting with business process outsourcing (BPO). I was tasked with building a training curriculum on Lyft Support policies and procedures, and traveled domestically and abroad to train and oversee the development of ~300 off-site agents dedicated to our account. I also owned the relationship between Lyft and our BPO partners' training staff and team leads to ensure quality metrics were met.

San Francisco, Ca, Us

As an early Support Team hire for a little start-up called Lyft, my main responsibilities included investigating and resolving general ride or app issues from our drivers and passengers, recording allegations of serious behavioral misconduct or driving infraction for further investigation by Trust & Safety, and documenting instances of unexpected technical behavior for Engineering to triage and resolve. My prose and customer empathy were consistently lauded by management, and I was asked to take on training obligations shortly after starting with the company.

Santa Cruz, Ca, Us

I worked with first and second-year students who did not satisfy the UC's ELWR (Entry Level Writing Requirement). Primary responsibilities were facilitating group discussions on class readings and essay prompts as well as meeting with students individually to revise essay drafts. At the end of each quarter, I assisted the professor in the evaluation of student performance and participation.

St. Louis, Mo, Us

As a Management Trainee (MT) Intern, I assisted customers with the check-in process and selection of desired rental vehicle type, and promoted opportunities for vehicle upgrades, protection packages, and additional features such as prepaid gasoline or FasTrak toll pass. At the conclusion of each business day, I chose several rental contracts at random and conducted closed-loop feedback processes in order to ensure vehicle condition and quality of service were up to our renters' expectations.

Irvine, California, Us

Irvine, Ca, Us