Sinead Collazo Email & Phone Number

Los Angeles County, California, United States

Seattle, Washington, United States

• Promoted and recognized during annual review process for process improvements allowing a decrease in team headcount and surpassing the analytical skills expected for my role

Seattle, Wa

• Investigated decline in marketplace metrics, identified product update responsible for decline, quantified impact of change and presented analysis with recommendation to stakeholders • Planned and implemented automation of test result processing including new workflows for contractors, changes across multiple teams, building a new data view to create consistent reporting, and working with third party platform to utilize new features resulting in a 2.2% of team capacity saved and a 50%… Show more • Investigated decline in marketplace metrics, identified product update responsible for decline, quantified impact of change and presented analysis with recommendation to stakeholders • Planned and implemented automation of test result processing including new workflows for contractors, changes across multiple teams, building a new data view to create consistent reporting, and working with third party platform to utilize new features resulting in a 2.2% of team capacity saved and a 50% reduction in contractor prep time costs• Wrote SQL queries and updated existing workflow that allowed for use of a mass action tool, resulting in 3.9% of team capacity saved• Acted as point of contact for internal data engineering team to resolve issues with Fountain data API in order to replace daily manual exports with tables in the data warehouse complying with company wide initiative to move away from the Periscope cache• Planned new data structure for operations team, managed transition, and provided training, office hours, practice questions, and documentation to the team• Provided analytics support and coaching to team members including pulling sent lists for survey emails, building dashboards to track test results, and SQL tutoring. Show less

Seattle, Washington, United States

• Managed transition of Stay Support team workflows to the Trust and Safety team including adapting workflows, zendesk updates, providing resources to training team, planning timeline of training schedule, and supporting agents through the change which allowed operations to shift schedules to align with new office business hours reducing HVAC costs• Built out dashboards for tracking stay support case volumes, costs, case details, agent handle times, and CSAT to provide managers with tools… Show more • Managed transition of Stay Support team workflows to the Trust and Safety team including adapting workflows, zendesk updates, providing resources to training team, planning timeline of training schedule, and supporting agents through the change which allowed operations to shift schedules to align with new office business hours reducing HVAC costs• Built out dashboards for tracking stay support case volumes, costs, case details, agent handle times, and CSAT to provide managers with tools to monitor metrics after transition• Met with managers to provide breakdowns of the scope of stay support work transitioning to their teams and queried ticket data to provide volume estimates for capacity planning• Built out confluence resources to preserve historical learnings and best practices from Stay Support Show less

Seattle, Wa

• Proposed and implemented a workflow change for cases where the situation was partially resolved at intake resulting in a 25% reduction in agent handle time• Pulled data through SQL queries in periscope to analyze cost of cases handled by team, identified opportunity to reduce cost with clearer agent guidelines, and coached agents with higher spending to reduce overall case costs• Built agent performance dashboards with drilldowns into a filtered table with all relevant columns for my… Show more • Proposed and implemented a workflow change for cases where the situation was partially resolved at intake resulting in a 25% reduction in agent handle time• Pulled data through SQL queries in periscope to analyze cost of cases handled by team, identified opportunity to reduce cost with clearer agent guidelines, and coached agents with higher spending to reduce overall case costs• Built agent performance dashboards with drilldowns into a filtered table with all relevant columns for my manager with limited SQL experience to investigate agent trends• Led SQL workshop for CX leadership to teach basics of Rover data and OKR dashboards• Conducted 29 interviews and participated in feedback loops resulting in 5 hires• Developed all workflows, resources, and training materials related to Stay Support functions• Created swim lane diagram workflows and customer journey maps to identify opportunities for efficiencies, inform leadership decisions, and remove duplicate customer contacts across teams Show less

Santa Monica, Ca

• Member of transition team during Rover acquisition supporting customers through migration and learning new platform, tools, and customer communication through fast paced changes• Solved over 300 contacts a week including negative experiences and moving dogs to new sitters• Maintained a 96% positive CSAT score and hit target handle time metrics every week• Utilized Zendesk, Incontact, Slack, JIRA, Braintree, and Admin tool to complete daily tasks

Bachelor’S Degree, Animal Sciences And Equine Sciences, 3.94

Activities and Societies: Equine Sciences Steward, Colt Training Teaching Assistant, Human Physiology Tutor, Polo Club, Pre-vet Club.

Certificate, Project Management