- Managed the day-to-day delivery operations for a high-end cannabis company, reporting directly to the CEO- Created delivery service team, SOPs, training protocol, and daily operations plan- Created and maintained delivery schedule, ensuring all delivery needs met while allowing maximum flexibility for drivers; system led to very low driver turnover- Coordinated with Accounting and Payroll departments to make sure delivery operations stayed within budget- Monitored fleet vehicles for necessary maintenance- Coached drivers on daily best practices, identifying areas of strength and weakness and created plans for improvement - Maintained encyclopedic knowledge of delivery product offerings to respond to customers- Dispatched drivers to correct delivery areas, creating delivery plans for maximum efficiency

- Maintain an active, high-quality fleet of over 5,000 couriers- Closely monitor fleet quality based on ratings, feedback, and other metrics- Identify and remove underperforming couriers and promote and celebrate high performers- Identify specific challenges for fleet growth and retention and propose solutions- Present the Postmates service to courier applicants by hosting daily onboarding sessions for 100+ applicants- Manage email and social media communications with couriers- Monitor Facebook and Twitter to identify issues and reach out to couriers as needed- Worked to help the LA market grow from 4k jobs per day in November to 20k jobs per day now- Engaged in promotional activities, merchant outreach, and public awareness initiatives- Address courier concerns in-person during daily office hours, taking the time to have personal interactions and meaningful conversations with every courier

- Managed a team of 12-15 on-site and virtual CS agents in their day-to-day activities- Identified and resolved workflow problems to allow my team to function at their optimum level- Clearly communicated needs, goals, and expectations of the department to each CSA- Held CSAs accountable to goals through weekly reports and 1:1s, both in-person and via video applications- Engaged and supported Hulu users through social media, email, and phone- Helped develop the Hulu Support voice and tone in all aspects of communication, specifically when engaging users on Twitter, Facebook, the Hulu blog, and Forums- Implemented tagging system for contacts to better track and define issues, resulting in quicker resolution and increased customer satisfaction- Defined achievable Service Level Agreements and adjusted SLAs with business needIdentified KPIs to define success for each level of employee, adjusted to business need and growth