James Baigent Email & Phone Number

Newark, California, Us

Supervising daily operations, ensuring excellent customer service, resolving escalated customer issuespromptly, helping with call overflow, case management, with special focus on potential vehicle safetyissues/roadside assistance. Training, onboarding, scheduling, coaching, and managing customer carerepresentatives, implementing strategies to improve customer satisfaction, and analyzing data/metricscross-functionally with several other departments including Service, Engineering, Leadership, andSales team to enhance the overall customer experience.

Boston, Massachusetts, Us

Customer Support Manager for Shopkick, a shopping companion app that rewards people gift cards in exchange for completing shopping activities such as walking into stores, scanning items, or purchasing online. My role was to guide the Customer Support team in ensuring our customers had the best possible experience when interfacing with both the app and the company.DUTIES•Led international team of 10 customer support specialists.•Analyzed metrics such as CSAT, first-reply time, full resolution time, and agent performance to maximize productivity and service quality. •Hired, trained, and onboarded new team members via policy and procedure documentation, live demos, and supervised sessions.•Collaborated cross-functionally to prioritize and resolve top customer issues.•Handled escalations as final point-of-contact.ACHIEVEMENTSI increased team productivity by 33% and customer satisfaction by 26% by overhauling policy to better favor our customers and optimize agent ticket-handling time. I successfully spearheaded CRM platform migration from Salesforce Desk.com to Salesforce Service Cloud, then from Service Cloud to Zendesk with minimal disruption to customer experience and team performance. I personally coordinated and oversaw all transition components including data migration, admin setup, and team training. I saved the company ~50 man-hours per year by consolidating company-wide holiday season on-call schedule from all employees’ participation into solely my team’s responsibility.

Boston, Massachusetts, Us

DUTIES•Created and maintained operational directories.•Interviewed potential team candidates.•Provided resolution to escalations as first point-of-contact.•Aggregated incident reports to formulate action items to be escalated to other teams in order to resolve technical issues. •Investigated accounts with suspicious activity to determine appropriate course of action (suspension, reprieve, warning, etc.).ACHIEVEMENTSI significantly decreased the team’s individual ticket-handling time by introducing productivity tools (including implementation and training) that expedited processes such as drafting responses and navigating internal support tools.I strengthened our pools of potential candidates by revamping our interview process, adding live test modules that assessed customer service skills such as writing, grammar, reading comprehension, and efficiency.I wrote, designed, and executed a live company-wide presentation on team policies to facilitate cross-functional knowledge and awareness of the customer experience, in order to promote more congruous decision-making for the benefit of our customers and the company.

Boston, Massachusetts, Us

DUTIES•Became an expert on our product through direct training, hands-on use of the app, and learning from other departments in order to provide top quality support.•Supported our customers using CRM platform.•Engaged customers on social media.•Responded to feedback on App Store/Google Play Store reviews.•Tracked issues and concerns facing customers for escalation and resolution.ACHIEVEMENTSI became the top performer on our team in terms of efficiency and productivity, resolving ~20% more cases on average without sacrificing quality. I received substantial amounts of positive feedback from customers about the quality of my support. Highlights included my promptitude, friendliness, thoroughness, and willingness to go above and beyond to ensure the resolution to their issues. I regularly improved and maintained morale by making myself available to my teammates and manager as a resource for help and support during stressful times, and by presenting a positive and fun-loving attitude in the workplace.

San Francisco, California, Us

Operations Support Strategist for DoorDash, a global online food ordering/food delivery platform that connects consumers with local businesses. My role was to serve as an on-call representative of a Mission Control-type team of strategists whose goal was to facilitate the success of all three groups that made up the core of our business: our customers, our drivers, and our restaurant partners.DUTIES•Solved problems with delivery orders in real time not only for our customers, but also our drivers and merchant partners through phone, text, live chat, and email.•Identified operational bottlenecks and partnered with engineering and product teams to improve platform scalability. •Onboarded new hires using a personally developed training module.•Completed regular rotating shifts as DoorDash drivers in order to expand and maintain team knowledge of the driver experience. •Coordinated driver fleet scheduling to ensure optimal coverage. ACHIEVEMENTSI developed and spearheaded the Driver Quality project, wherein I defined and enforced criteria for advising and/or dismissing drivers, leading to a stronger and more consistent fleet. I became the top performer in email correspondence efficiency, beating out all other team members for a multi-month period. I took charge of training new hires, developing my own training materials and presentations, with scheduled follow-ups as needed.

Fremont, California, Us

Instructor for Excel Test Prep, a test preparation company that helps students ace tests like the SAT, SAT Subject Tests, ACT, AP Exams, GMAT, GRE, SAT, EIT & PE Professional Engineering Exams, and HSPT through classroom courses, 1-on-1 courses, online courses, and books for many standardized exams. My role was to educate (and entertain!) my students on exactly how to pass the SAT English/Writing section with flying colors through leading classes of 30+ people and 1-on-1 private tutoring. DUTIES•Provided comprehensive, in-depth education to students, specifically regarding preparation for the SAT.•Developed class agenda and prepared materials for presentation to students.•Conducted one-on-one tutoring at students request.•Studied and prepared for class sections including Critical Reading, Sentence Completion, Essay Writing, and Multiple-Choice Writing (Grammar).•Maintained integrity of the learning environment, ensuring students participated and engaged without being disruptive.ACHIEVEMENTSI was regularly recognized as many of the students’ favorite instructor at Excel because of the effectiveness of my teachings and the fun, informal atmosphere I created in the classroom. I bolstered/updated much of the teaching material using my own personal examples and anecdotes to better reach and more positively impact my students. I mentored and trained new instructors, ensuring high-quality delivery of SAT prep programs.

Public Content Contractor for Facebook, the biggest online social media/social networking service in the world. My role was to assist a small team in preparing for the launch of a new yet-to-be-revealed application.DUTIES•Verified authenticity of user content in support of new Facebook application.•Validated multiple sources of content on customer pages to ensure consistency and support the authenticity of such sources.•Worked with customers to address issues, respond to inquiries, and provide general support.ACHIEVEMENTSMy team and I successfully established a solid foundation from which to launch the new project.

Sunnyvale, California, Us

Camera Operator + Quality Control for The Aji Network, a business education company that empowers businesspeople with the strategic tools and knowledge they need to earn enough money to provide financial security for their families now and throughout retirement. My role was to capture video for live presentations and seminars, and assure quality of past video content.DUTIES •Set up and tore down camera, tripod, hard drive, monitor and various stage settings before and after business education conferences.•Filmed CEO as he addressed and educated high income-earning audience. Switched between wide shots and medium shots as well as followed him across stage. B-roll of audience. Q&A sessions with audience.•Inspected/examined edited video content for visual/audio errors and inconsistencies.ACHIEVEMENTSI trained junior camera operators and production crew on camera operation and quality control procedures.I Contributed to the success of these prestigious conferences through expert camera operation and quality control.I collaborated with the director and producers to execute shot lists and camera movements, achieving the desired visual style and tone.

Santa Barbara, California, Us

Production Intern for TVSB, a non-profit public access television studio that serves the local community of Santa Barbara, CA. My role was to produce and edit weekly content for public consumption over the airwaves while also learning and developing my own production skills. DUTIES + ACHIEVEMENTS•Scouted locations and events, evaluated worthy stories for weekly and monthly newscasts. Once noteworthy events were located, responsibilities included development of a preliminary script, engagement of key participants/executives associated with the event, and scheduling interviews and follow-up. •Operated camera and audio for on-location events such as local concerts and art shows. Production tasks included equipment maintenance and setup, directing and framing of subjects and interviewees, making sure the interviews ran smoothly (proper microphone placement, setting adjustments, background noise management, etc.) and gathering a variety of quality b-roll footage. •Ingested and reviewed b-roll and interview footage, edited, adjusted script and recorded voice over. Post production also included color corrections, audio adjustments, transitions and graphics, to produce a polished segment to be incorporated into larger 30-minute news specials.•Performed technical directing and audio engineering for studio talk shows, control room monitoring of audio levels, director assistance such as switchboard and lighting adjustments and production of supplemental content such as 10-second “station IDs” and weekly one minute long on-camera Public Service Announcements for upcoming local events.