Knowledge Management is a tightrope act of providing guidance that is both general enough to be universally applicable and specific enough to be useful and understandable. Finding and keeping that balance in a sea of novel detail keeps me busy.

I help my team to perform at their best by resolving escalations, updating internal knowledge base resources, and conducting group review sessions to generate reliability metrics.

Coordinated all delivery activity for client pharmacy, facilitating deliveries on preset, scheduled routes as well as in an on-demand capacity.

Interfaced daily with sales, engineering, and account management teams, advising and informing of operational realities to improve strategy, efficacy and efficiency of operations, meet the demands of clients and their customers, and ultimately maximize customer satisfaction.Managed fleet of independent contractors: allocated Delivery Specialists to deliveries and created routes for maximal efficiency; handled all types of job-related inquiries (problems with deliveries, matters of compensation, crisis management, etc.); trained new Delivery Specialists. Oversaw ongoing community support operations: trained new support specialists, monitored and advised management of issues with support staff, monitored and took measures to maintain adherence to delivery schedule and ensure high quality of service.

Hybrid role: simultaneously juggle logistical, operational, customer service and administrative responsibilities to maintain quality of daily business operations.Manage fleet of independent contractors: allocate Delivery Specialists to deliveries and create routes for maximal efficiency; handle all types of job-related inquiries (problems with deliveries, matters of compensation, crisis management, etc.); train new Delivery Specialists.Primary point of contact for merchant support. Resolve service issues such as late or incomplete deliveries, aid with order entry and management, channel feedback to improve processes, and provide proactive counsel to prevent escalation to account management team.Draw on experience as a Delivery Specialist and support team member, augmented by investigation of records and data, to help shape and revise company policies.Interface daily with sales, engineering, and account management teams, advising and informing of operational strategy and management to maximize effectiveness of endeavors across all lines of business.

Phone support: assisted dozens of customers daily, fielding all relevant inquiries. Strove for optimal balance of friendly, conversational service and pure efficiency. Improved proficiency and results by targeting specific behaviors, measuring impacts with certain simple metrics.Chat support project: participated in building the first real-time, live chat support service for Netflix. Identified both problematic and successful approaches to text-based customer service interactions. Shared critical feedback pertaining to the chat client itself, contributing to continual improvements to the program.Internal support: assisted colleagues with urgently needed information, and provided feedback, coaching, and partnerships to improve team performance. Identified and recommended solutions to flaws in public knowledge base of support articles.