Jennifer Stowe Email & Phone Number

Atlanta, GA, US

Remote

• Build scalable processes that drive efficiencies within Trust & Safety while focusing on user experience and overall risk management.
• Serve as the Trust & Safety point of contact for technical, product, and process-related content and updates
• Continuously assess, build, and implement new processes that streamline operations within the Trust & Safety team
• Refine existing and build new processes that support and improve cross-functional collaboration, enabling user safety and organizational scale
• Create and maintain documentation of expectations and responsibilities
• Identify knowledge gaps and develop content and resources for team success

Remote

• The Trust & Safety team works together to provide tactical operations to tackle issues that introduce risk and jeopardize safety within the platform.
• Identify, investigate, and resolve fraudulent-related issues on the Roadie platform
• Leverage data to identify patterns and trends in fraudulent activity
• Identify procedural gaps to develop efficiency and effectiveness within the team
• Manage critical and high-risk situations appropriately and with a sense of urgency
• Partner with various stakeholders to implement fraud mitigation tactics and support change management efforts

Atlanta, Georgia

• I directly managed a team of 20 frontline Tier 3 support Team Members and Speciality Teams including Internal Support and Social Media, served as a mentor and coach, and oversaw daily performance. I interacted with.
• Managed, coached, and motivated a team of high-performing Tier 3 support Team Members
• Owned overall performance and KPIs of assigned workflows and Team Members
• Leveraged data/analysis to proactively identify problems and risks
• Used reporting/analysis to drive continuous improvement to quality, productivity, and KPIs
• Acted as a key point of contact to handle sensitive escalations

Remote

• A global freelancing platform where businesses and independent professionals connect and collaborate remotely.
• Responsible for the client contingent workforce payroll needs across Upwork client accounts.
• Lead the onboarding process for new Marketplace clients and their freelancers enrolling in the Upwork
• Payroll Solution both domestically and internationally.
• Acted as a point of contact for all Marketplace Clients.
• Responsible for international employment contract quoting and creation.

Remote - Work From Home

• As ICUC's Lead Recruitment Specialist I handled all internal and external recruiting efforts for the organization.
• I collaborated with managers to understand hiring needs, made recommendations on recruiting processes, plans, resources, and advised on hiring regulations and effective candidate selection techniques.
• I posted all vacancies and maintained all company position profiles and recruitment metrics.
• I recruited candidates to fill vacant positions and collected candidates to fill potential openings.
• I developed and maintained a qualified candidate pool via Internet postings and searches and networking/referrals.
• Oversaw the development, implementation, execution, and evaluation of the recruitment program designed to attract and retain diverse and highly skilled candidates utilizing various online resources.

Remote - Work From Home

• Responsible for monitoring all social activity on client’s social media pages.
• Developed and posted interactive content that encouraged online users to participate in the development of member-generated content to ensure that the community is achieving its objectives.
• Enforced the online community’s safety and usage policies across multiple platforms.
• Identified behavioral and technical issues, patterns, and trends within the clients online/social community.
• Pro-actively escalated issues, observations, opportunities, and insights through the relevant channels.

Remote - Work From Home

• Accepted in the Team Manager Apprenticeship where I entered a 6 month manager in training program. During this training, I lead a remote team of 15 AppleCare Advisors supporting Apple products (Macs, iPad, iPod, iPhone).
• Responsible for creating and leading the customer experience strategy.
• Fostered a standard of high-quality work by constantly meeting and exceeding performance goals.
• Prioritized coaching needs to achieve excellent customer service results.
• Coached advisors on both behaviors and metrics.
• Utilized Root Cause Analysis to evaluate advisor performance.

Remote - Work From Home

• Provided world-class customer service and technical expertise, resolving issues on various Apple devices.
• Developed new ideas on improving the customer experience.
• Delivered an extraordinary customer service experience during each customer interaction.
• Aimed to make each customer interaction a positive and memorable experience.
• Managed multiple systems to ensure complete customer satisfaction.
• Peer-mentored advisors to improve their skill sets and behaviors.

Marietta, GA

• PeachMac, currently known as Simply Mac, offers unique solutions around new and pre-owned Apple products, and they offer the best selection of the accessories that go with them.
• Partnered customers with full Apple solutions to ensure profitable store growth.
• Built rapport with customers in a no pressure sales environment to identify the needs of the customer and to provide the proper solution.
• Maintained Apple and other certifications to stay up to date with the latest technology.
• Conducted one-on-one trainings with various customers on a daily basis.

Acworth, GA

• Best Buy Co., Inc. provides consumer electronics, home office products, entertainment products, appliances and related services. It operates through two business segments: Domestic and International.
• Engaged customers using Best Buy certifications and selling skills, to complete sales, drive profitable growth and achieve their team/individual goals.
• Applied the appropriate knowledge and expertise through ongoing learning and self-development to enable an excellent customer support experience.
• Utilized training tools to stay current on promotional initiatives and help execute profitable growth through critical business drive times.
• Maintained specified department/area merchandising and readiness to serve customers.
• Partnered with other employees to ensure customers end-to-end needs for are met