Steven G. Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Conceived, prototyped, tested, and launched key customer experience features which see over 1 million customers use monthly.Conceived and prototyped a new customer experience flow to improve the process for Replacement (Insurance) Rentals, reduce errors, and expedite vehicle pickup with input from USAA, GEICO, and American Family Insurance.Extensively researched and documented industry trends, competitive products and services, and emerging technologies that can alter the customer experience, including AI, Digital IDs, Super Apps, and Next Generation Customer Support.

Remote

Product manager for 2 business areas of a Home Fitness D2C ecommerce brand:-CX Team Tooling and Customer-Facing support channels-The DB Method iOS and Android apps, and related backend systemsMain stakeholder for development of The DB Method app for iOS and Android platforms. Successfully managed the app planning, development, release, marketing, and maintenance processes, resulting in a finished app in 6 months. Main point of contact for contract developer, design, and project management teams, as well as for internal executive stakeholders.Developed business and technical strategy for to be released connected fitness devices.Built and scaled CX team tools and processes for a team of remote support employees, including the research, selection, and implementation of a new IVR and live phone support system, an AI routing and resolution channel, live chat, and self-help tools.Responsible for the day-to-day maintainance and support of The DB Method app, including backend and database management, with additional responsibilites around reporting and analytics.

Phoenix, Arizona Area

Responsible for the growth and management of a team of up to 30 Live Ops representatives monitoring VIP and high-value orders for DoorDash Drive, the white-label logistics service from DoorDash.Planned and launched new initiatives and channels for VIP support for customers such as Walmart, Chipotle, and Copia.

-Developed high-level strategic goals for Later, Inc.'s customer support team, and shorter-term tactical changes to improve team OKRs.-Worked cross functionally with Engineering, Marketing, Product, and Exec team to establish Support's voice in product roadmap.-Advising and mentoring Head of Support on team growth, project planning, and working cross- functionally to achieve OKRs.

Remote

**Atlassian acquired Trello in Feb. 2017**While at Trello, and later Atlassian, I was responsible for handling user inquiries, troubleshooting and resolving user issues, as well as documenting and tracking bugs, feature requests, user stories and pain points, as well as trends and data surrounding the Trello user experience.Because Trello Support was a small team, I was also responsible for heading project work to research and improve the customer experience, including:-Tracking user data as it correlated to support ticket volume and ticket category-Implementing automations and processes to improve the efficiency of agents-Recommending product and back-end changes to reduce ticket volume and improve user self-serviceI also implemented and managed a project through Directly, allowing Trello users to answer tier-1 type support inquiries. I achieved the results of sub-3 minute response times, with a 95%+ CSAT rating, and a cost 50% less than the typical cost of a Trello support agent resolving the same ticket.

Remote

While at Trello, and later Atlassian, I was responsible for handling user inquiries, troubleshooting and resolving user issues, as well as documenting and tracking bugs, feature requests, user stories and pain points, as well as trends and data surrounding the Trello user experience.Because Trello Support was a small team, I was also responsible for heading project work to research and improve the customer experience, including:-Tracking user data as it correlated to support ticket volume and ticket category-Implementing automations and processes to improve the efficiency of agents-Recommending product and back-end changes to reduce ticket volume and improve user self-serviceI also implemented and managed a project through Directly, allowing Trello users to answer tier-1 type support inquiries. I achieved the results of sub-3 minute response times, with a 95%+ CSAT rating, and a cost 50% less than the typical cost of a Trello support agent resolving the same ticket.

San Francisco Bay Area

Helpshift is a Mobile CRM, SDK, and Support System, designed to put Help Centers and messaging in-app increasing retention.I was responsible for maintaining relationships with multiple high value customers including Microsoft, Target, TouchTunes, and Shyp. Was also a key advisor to numerous sales given my past experience with support teams. I advised and consulted on best practices for implementing the SDK and developing the end-user experience.

San Francisco, Ca

As Knowledge Base Manager, it was my job to know about anything and everything at Lyft regarding Product, Policy, or Procedures. I established relationships with a variety of directors, managers, and project managers so I could prepare FAQs, Support Macros, and training content for the Support Team in an insanely fast-paced environment where changes were made daily. Eventually I grew a team of 6 Knowledge Base associates to maintain content and establish relationships with project managers across the company. All of this was done in support of a company supporting over 100,000 drivers conducting over a million rides a week.Additional responsibilities included:Establishing and maintaining the contact flow for Lyft Support, increasing efficiency while maintaining a quality experience contacting Lyft Support.Managing multiple crisis due to technical malfunctions or policy breakdowns, often saving Lyft tens of thousands of dollars and preventing Support Costs from escalating due to additional contact volume.Training, scaling, and managing 3rd party contractor agents in the Philippines to provide 24/7 support for the Lyft community.

San Francisco Bay Area

Tasked on a ETL project for a large investment capital organization in southern California, I worked for a year and a half on documenting requirements, coordinating meetings to create data mapping documentation, and planned team outings in my free time.

Ann Arbor, Mi

Working with underclass students teaching Intro to Psychology was a phenomenal way to learn how to adapt to a variety of learning styles, and reinforced the lesson that one of the best ways to learn something is to have to teach it to someone else.In three semesters, I had some of the most successful students among my fellow instructors, and glowing instructor reviews.

Ann Arbor, Mi And Phoenix Az

Apple established the foundation for my customer service philosophy. One of the best experiences of my career, I flourished in my roles at Apple, consistently being recognized with the highest possible ranking on performance reviews, and being selected for special projects due to my rapport with Apple Store customers. I was chosen to demo the original iPad on launch day, as well as the iPhone 4 and selected to lead workshops and Summer Camp for K-12 students. I remember many of my interactions with customers to this day.

Phoenix, Az

Master Of Library & Information Science (M.L.I.S.)

Bachelor Of Arts (B.A.)