Max Begley Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Phoenix, Arizona Area

-Provides white glove service for the top 1% of our rider clientele in the U.S. and Canada using the Uber application-Was instrumental in getting the first Uber team JD Power Certification for industry-leading support-Created and standardized a process to to proactively contact customers affected by outages, and led a team to assist in timely follow up with those affected-Partnered with Customer Support Managers to assemble verbiage to use during challenging phone calls and written responses to improve customer interactions across the entire department-Collaborated with stakeholders to improve and develop processes for tracking and supporting customers under the Uber Rewards program-Mentored and provided floor support to 40+ customer service specialists on a biweekly basis-Proficiency in JIRA, Bliss, LiveOps, and Google Suite

-Built and fostered relationships with a core group of highly active, high-priority hotel guests and loyalty members to help drive brand loyalty and increase stay activity-Utilized Excel to track and maintain stay activity patterns and provide easy to understand hotel availability for guests with long-term reservation needs-Monitored and responded to inquiries on multiple public forums, both publicly and privately-Executed managerial tasks to lead the program and team as it grew from 4 to 9 members-Worked with upper management to create and institute internal policy changes to streamline and improve communication between concierges and guests-Communicated with guests via Twitter, Facebook, and Instagram about limited time offers, hotel stays, and various questions through social media monitoring tools - Spredfast and Conversocial-Monitored and responded publicly to hotel reviews and inquiries on travel websites such as Hotels.com, Trip Advisor, MilePoint, and Flyertalk

Customer care and problem solving, as well as implementing and following through with various promotions and giveaways. I interact with our customers each day and get to make sure that their vacations, big or small, are the best that they can be.