Jacob Rossi Email & Phone Number

Nashville, Tn, Us

Toronto, Ontario, Ca

Los Angeles, California, Us

• Managed a team of offsite annotators driving performance improvement for TikTok’s chatbot and its underlying label taxonomy.• Aggregated, analyzed, and visualized weekly data to draw insights about platform health and opportunities, focusing on model accuracy and coverage.• Developed formulas and scripts to standardize metric calculations and shorten data processing time.• Localized chatbot responses for a North American audience.

San Francisco, Ca, Us

• Standout moment: drafted front-end implementation strategy and staged code for in-app help center UI changes to support Lyft's new "Wait Time Fee." This involved three new interconnected paths: an educational article, an automated fee-waiver submission form, and an automated refund flow.• Improved Help Center infrastructure to meet and exceed company objectives, with over $400k in operational savings for 2022 (ask me to elaborate!).• Expanded functionality of front-end templates, enabling system admins to work more efficiently.• Authored unit and BDD tests to uphold integrity of user experience and validate successful rendering of • UI elements under various conditions.• Worked with org leadership towards prioritization of annual roadmap.• Responded to severe bugs with platform-wide impact.

San Francisco, Ca, Us

• Standout moment: Piloted and created documentation for behaviorally driven development tests within Lyft's in-app and web help center interfaces. This enabled our team to validate the rendering of UI elements against specific conditions and session attributes to ensure more stable deployments.• Partnered cross-functionally to identify technical and content requirements to support new and updated features.• Provided high-quality design and code reviews based on intimate understanding of Lyft’s support ecosystem.• Front end code ownership for high-profile projects, assisting in determining milestone priorities and objectives based on current technical capabilities and company priorities.• Standardized and documented practices for QA, deployment, and monitoring.• Created team sprint tasks based on bandwidth and individual capabilities.

San Francisco, Ca, Us

• Standout moment: led initiative to migrate over 60 hard-coded help center flows to a lighter, more scalable reusable template format, significantly simplifying the code base and allowing administrators to manage content more efficiently.• Maintained front-end code for Lyft's in-app and web “Help” service, which dictates how menus, articles, and automations appear and behave.• Managed a dynamic network of help access channels tailored to various combinations of user attributes.• Iterated on UX designs based on feedback from multiple stakeholders, proposing alternative solutions when met with technical limitations.• Debugged errors in a virtual environment to ensure seamless deployment.• Monthly on-call responsibilities, including 24/7 availability to investigate and deploy code fixes for production bugs.

San Francisco, Ca, Us

• Standout moment: Partnered with Support Experience engineers to expand the capabilities of our content management system. The new functionality allowed content writers to use conditional Jinja statements and customer profile attributes to surface copy within an article to targeted audiences.• Collaborated with feature owners and downstream stakeholders to assess public and internal copy requirements for new product releases.• Advocated for a clear and consistent customer experience in an expanding, increasingly complex content ecosystem.• Evaluated UX and article copy, emphasizing simplicity and accessibility.• Analyzed ticket metrics and customer interactions to identify opportunities to optimize copy.• Employed A/B tests to examine the efficacy of different content solutions.• Developed internal rubric to help content and UX writers maintain quality and consistency.• Partnered with Globalization team to maintain a brand-standard experience in all locales and languages.

San Francisco, Ca, Us

• Standout moment: Redesigned 9 high volume workflows during a sweep of agent resource optimizations, which reduced handle time for driver-related tickets by over 25%. • Maintained copy for Lyft’s public and internal knowledge base, including articles, process maps, and customer-facing agent responses.• Translated legalese, policies, processes, and workflows into blissfully jargon-free copy.• Collaborated with customer-facing phone, email, and messaging teams to design ergonomic resolution workflows for over 200 contact reasons.• Produced high quality content deliverables that aligned with project designs, timelines, and public communications.

San Francisco, Ca, Us

• Standout moment: Provided detailed documentation of inefficiencies within the lost and found (L&F) resolution pipeline for both customers and agents, which contributed to a complete redesign of customer UI and internal tooling. Today the L&F process is largely automated for the end-user and less time consuming for agents to resolve.• Provided direction for phone agents needing assistance on sensitive, escalated cases• Analyzed trends in service level metrics, and creates action plans to address opportunities• Continually evaluated internal processes and their effect on the user-end experience, building cases for improvement by measuring their impact on the organization• Created reference, training, and response content to empower agents to deliver brand-standard experiences• Met regularly with international partner site leadership to assess metric health and agent content needs• Partnered with stakeholders in various lines of business to implement tool changes and updates• Facilitated training sessions for agents both in house and at regional offices• Maintained ongoing data entry for critical pay-related processes

San Francisco, Ca, Us

• Spotlight moment: Standardized resolution steps for lost and found cases, and trained an offsite team to pilot the flow. Following the rollout, we observed a 14% CSAT bump, with handle time down over 10%. • Delighted users by providing creative solutions and employing thorough, compassionate support• Investigated sensitive, high-profile cases for Lyft’s executive team• Refined internal processes to continually improve both the agent and user-end experience• Authored and maintained internal agent content for various topics• Worked closely with partner site leadership to ensure the smooth roll-out of new tools and develop action plans surrounding key goals and metrics• Led agent training classes covering escalated support topics• Mentored agents to motivate growth and unify efforts toward a common goal

Alameda, California, Us

• Supervised a World Market retail location drawing more than 5.5 million in sales/yr, with over 10% sales growth for two years running• Resolved escalated customer service issues with above-and-beyond service• Oversaw logistical changes to the sales floor as new tools and schematics were introduced• Communicated with department heads to ensure execution of visual standards• Maintained back-of-house records and bookkeeping• Performed safety audits and led meetings on safety topics

Alameda, California, Us

• Led sales team using enthusiastic, brand-champion behavior• Delegated roles throughout the day to provide best possible coverage• Counseled staff of up to 40 to maintain a culture of superior customer service• Received freight trucks while maintaining safety, order, and efficiency in the stockroom• Ensured accurate safe and register counts upon closing, as well as immaculate floor recovery

Atlanta, Ga, Us

• Directed the operation of a Teavana retail location which drew over 800k/yr in sales, with 5% growth versus the prior year• Optimized a weekly schedule for a staff of 14• Anticipated staffing needs and proactively recruited qualified team members• Maintained employee paperwork, time cards, and stock orders• Conducted quarterly inventory counts• Trained team members from the ground up in tea knowledge and sales skills

Atlanta, Ga, Us

• Drove sales using positive reinforcement and on-the-spot feedback• Conducted interviews to evaluate potential hires• Ordered supplies for basic operational needs on a weekly basis• Coached team members when disciplinary action was needed

Atlanta, Ga, Us

• Fulfilled bookkeeping duties when opening and closing the store• Led nightly recovery and sanitization

Atlanta, Ga, Us

• Educated customers in tea knowledge while providing exemplary customer service• Consistently earned an A-grade in personal sales• Crafted drinks to go from the tea bar

Cupertino, California, Us

• Provided customers with a warm handoff to specialists who could meet their specific needs• Led group demonstrations and tutorials to educate customers about new Apple products• Oversaw appointment schedule for customers seeking technical help

Traditional Animation

High School Diploma