Scott Grinstead Email & Phone Number

Austin, Texas Area

Austin, Texas

Founding member of the Runner Success team, which provides email-based support for the 10,000+ members of Favor's self-employed independent contractor workforce - Favor Runners. Served many roles concurrently while passionately helping Favor grow from 18 employees in one city to over 100 employees in 24 markets. Key Responsibilities:• Resolve issues and collect feedback from Favor Runners regarding: product education (proprietary Favor app and website), independent contractor laws, tax information, and company policies.• Strategically tag Zendesk tickets to create useful data for tracking trends in contact reasons as well as identifying which segment of Runners are reaching out.• Analyze and aggregate Zendesk ticket data trends into reports used by managers to drive business decisions.• Lead bi-weekly calls with Market Leads to share analysis and recent contact-reason trends data.• Identify and report bugs to Favor Tech Support - most notably saving the company over $100,000 by reporting a critical mistake in the legal Runner agreement regarding specifics of how payments are calculated.• Advocate for and liaise between the Favor Runner and the rest of the company; provide crucial feedback to the Product and Operations teams regarding the impact of important decisions and product updates.

Austin, Texas

Mentor:• Train new Favor Runners: over 350 in total, typically mentoring 1-3 at a time.• Maintain relationships with each "mentee" - remaining on-call in order to answer questions, offer feedback about performance, and provide encouragement.Runner Support:• Moderate incoming Favors in real time (essentially dispatch) - managing anywhere from 6 to 200+ Runners at once by: > (re)assigning orders based on most efficient Runner > providing assistance/support to Runners when necessary > ensuring scheduled clock in/out times are adhered to > verifying Favor’s policies are being followed correctly by Runners > quickly resolving issues with orders when they arise, typically juggling several at a time

Austin, Texas

• Operated multiple courier routes throughout the city of Austin, consisting of postal-mail pickups and deliveries at residential addresses; serviced 70-115 customers daily, covering 90-140 miles, accumulating nearly 30,000 miles in just one year.• Quickly mastered the proprietary Outbox operating system and website, including all mail-scanning tasks, quality control processes, and customer account maintenance & billing.• Collaborated with team of developers to maximize efficiency of the Unpostman driver iPhone app.• Planned and modified route structures, once shaving off 15% of a route’s daily mileage by completely redesigning its layout - saving $120 a month in wages, gas, and vehicle depreciation.• Served as brand ambassador - maintaining positive relationships with current customers and delivering elevator pitch while in the field.• Lead team of Unpostmen, administering daily pre-launch meetings with other drivers.

Austin, Texas Area

• Delivered packages to 80-100 businesses and residences in the city of Kyle, TX while driving 130-150 miles per day.• Managed client relationships with over 200 local businesses.• Organized route structure, proving time-management skills by keeping a very strict schedule.• Memorized every residential street in the city, along with business locations, hours, and employee names - maintaining an enormous amount of focus and motivation every day.

Played bass in several bands for 8+ years governing finances, marketing/promotions, scheduling, and merchandise.

College Station, Tx

Drove transit service bus around A&M campus for twelve-fifteen hours a week my senior year as a full-time student.