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• Partner with management to train Trust & Safety team members • Implement, own, and serve as the subject matter expert for new tools to aid enablement, and efficiency and measure both individual and team success • Establish and execute risk management project plans that define scope, success metrics, and business impact

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• Research industry standards and best practices to improve internal processes• Reduce company losses by assessing internal and external liabilities• Partner with law enforcement as needed when managing ongoing investigations

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 other Team Leads to continually drive process innovation and operational excellence across all processes in the Support team. I also worked collaboratively with process improvement, Quality Assurance, Training, Content, Product Operations, and other cross-functional teams.• 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• Accountable for coaching of team members for quality and productivity

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.• Performed internal employee training to familiarize team members with The Upwork Payroll Solution, primarily Upwork’s sales team and new employees. • Responsible for weekly reporting and analytics to help track the program's metrics. • Managed various program-related projects.

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. • Identified candidates through various resources. • Screened candidates and participated in interviews with the hiring managers. • Managed candidates and tracked them from the recruiting to hire process. • Negotiated terms with successful candidates and created offer letters. • Acted as a liaison with HR to ensure successful hires had a seamless transition to ICUC through the background screening and on-boarding process. • Tracked term and contract information for all employees. • Assisted HR and Operations with various projects as needed.

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. • Performed analytics to evaluate individual advisors and team KPI's. • Initiated advisor check-ins and one-on-one sessions. • Performed performance evaluations on customer/advisor interactions. • Facilitated team meetings and employed technology to craft team cohesiveness and build rapport. • Prepared ad hoc reports for management and participated in special projects.

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. • Trained in managing support escalations. • Facilitated weekly team meetings and created the team's weekly newsletter.

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• Created relationships with customers to identify customer needs and recommend appropriate solutions.• Applied product knowledge and industry knowledge to each customer interaction.• Attended vendor offered product training to remain current and updated on products, industry trends, etc., to better satisfy customers and support fellow sales team members.