Supervised and mentored a team of safety specialists, providing training and guidance on best safety practices.Monitored and analyzed safety reports and trends, and developed strategies to mitigate risks.Responded to high severity incidents, ensuring effective management and resolution.Collaborated with other departments to integrate safety solutions across the platform.Lead safety audits and prepared detailed reports for senior management.Engaged with community stakeholders and regulatory bodies to promote Lyft's commitment to safety.Used data analytical tools to enhance real-time safety monitoring and response capabilities.

Provided guidance, coaching, and mentorship to your team members, ensuring they have the skills and resources to excel in handling safety concerns.Set clear expectations and performance goals for your team, tracking progress and offering constructive feedback.Contributed to fostering a positive and collaborative team environment.Managed the efficient and effective handling of safety incidents reported by riders and drivers.Developed and implement clear protocols for investigating and resolving safety concerns.Ensured timely and empathetic communication with users who report safety issues.Work with law enforcement when necessary.

• Lead and coached a team of 15+ representatives focusing on Call Center metrics like Quality scores , AHT, FCR, NPS, Adherence, ASA, and SLA.Utilized KPIs aligned with T-Mobile's strategic goals and service benchmarks like FCR and AHT to monitor and evaluate team performance. This resulted in a 10% increase in customer satisfaction and a 5% improvement in meeting key performance targets.Fostered customer satisfaction and loyalty by delivering timely first-contact resolution of a variety of customer inquiries with a customer satisfaction score of 97%.Demonstrated a commitment to continuous learning by actively staying updated on company policies, new product features, and technical innovations through various resources, including internal knowledge bases, industry webinars, and product demonstrations.Documented all feedback sessions in the T-Metric database, including key takeaways, action items, and assigned owners.Spearheaded weekly team meetings to foster open communication and address concerns between team members and management.

• Managed a team of 15 representatives as well as all departmental resources in efforts to maximize efficiency and promote more effective resolution of customer issues.• Fostered customer satisfaction and loyalty by delivering timely first-contact resolution of a variety of customer inquiries. • Assisted with escalated customer issues, and used customer focused negotiation and problem solving skills to ensure customer loyalty and retention. • Documented all feedback sessions in the T-Metric database.• Established new and built upon previously built relationships with internal and external customers, vendors and business partners. • Resolved interdepartmental issues quickly and effectively. • Minimized customer escalations through effective coaching and mentoring techniques. • Built solid relationships with all members of management and support teams