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.

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.

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.

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.

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.

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.

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.

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.

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.

Phoenix, AZ

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

Bachelor Of Arts (B.A.)