Tim Dodd Email & Phone Number

Crystal City, Virginia, United States

11911 Freedom Drive Suite

•Provide advanced technical support and troubleshooting for escalated issues from Tier 1 support team.•Conduct in-depth analysis and root cause identification to resolve complex technical problems.•Collaborate with cross-functional teams, including development and engineering, to address product bugs and deficiencies.•Mentor and provide guidance to Tier 1 support technicians, assisting with skill development and issue resolution. Including training new members on the GoCanvas System through use of Salesforce, Zendesk, and other internal databases. •Document customer interactions, resolutions, and best practices to maintain a comprehensive knowledge base.

• Maintain a high level of customer satisfaction by delivering timely and effective solutions.• Manage and action the Support queue to meet and maintain SLA standards. Also actively provide live coverage of Chat and Phone contacts during Live hours• Forged collaborative working relationships with internal teams such as product, development,customer success, and professional services• Helped to document best practices in developing and deploying GoCanvas• Stayed informed and knowledgeable regarding our new operating system (iOS and Android) releases• Documented found issues and steps to reproduce• Reviewed crash reports from mobile applications• Investigated issues reported by customers• Developed and executed automated/manual test procedures

Tysons Corner Virginia

● Responsible for providing in-person and online customer support to over 100 unique Uber drivers per week, analyzing specific needs and supporting full lifecycle issue resolution● Developed, designed and implemented new workflow and workload processes for the Uber Greenlight Expert staff○ Developed new processes and procedures for escalating customer incident ticket responses which resulted in improved timely responsiveness, increased accuracy in ticket resolution, and improved customer service○ Developed new workflow processes for inter-department communication resulting in streamlined communication between departments, and more timely responses to Uber customers. ● Leverage data and analytical tools to create report that highlighted trends in partner problems and application issues○ Briefed management and the Greenlight team on the reports to show success, areas of improvement and status of Uber Greenlight operations○ Developed and presented weekly production reports to various levels● Developed and lead training for Uber experts throughout the organization ○ Developed and led trainings, in person and through Zoom, for existing employees on new policies, changes to existing procedures, and reporting metrics, tools and methods○ Lead new employee training on proper policies and procedures for adjudicating Uber partner applications and issue tickets -Supported marketing and communications campaigns within the Virginia, Maryland and DC markets -Developed marketing materials for new incentive programs for Uber driver partners -Developed and marketed the Uber partnership with the Washington Redskins and how customers and Uber drivers can optimize Uber services at FedEx Field

Washington Dc Greenlight Hub

Provide excellent customer support to drivers. Maintaining an average CSAT of 80% or higher (average of 75%)In conjuncture with the Operations team worked to create a new escalation process that decreased Turn around time by on average of 1 day. Work with several different databases and continuously update records and procedures of the Greenlight Hub.Became a subject expert in most policies and procedures of the Greenlight hub and helped author 3 knowledge bases on different subjects for fellow Experts to use.Worked on fraud processes, and created new abuse analysis that led to over 500+ fraudulent accounts being banned from the Uber Platform.Trained more than 6 experts, including 3 that eventually reached higher positions in the company.Daily liaise with members of other teams and offices to ensure any new bugs or outages are escalated as quickly as possible.

Washington Dc

Provide excellent customer support to drivers.Continuously work with the operations team to streamline procedures and processes.Market the Uber brand to potential drivers through several different media.Work with several different databases and continuously update records and procedures of the Partner Support Center.Streamline Support Center operations in conjunction with operations team. Continuously update records, databases and procedures of the Partner Support Center. Market the Uber brand through multiple media platforms to potential drivers.

Nerima, Tokyo, Japan

Oversaw operating expenses exceeding $40,000 and student scheduling for an English language school with more than 40 students and 4 staff Managed all office operations and maintenance including ordering supplies, scheduling, updating technology, purchasing new teaching materials, and financesCreated communication strategies for current and potential students. Conducted advertising campaigns on social media and local public advertising which resulted in increase in enrollment by 10% over a 3 month periodRestructured school’s budget to maximize profits by changing prices and reducing expenditures, resulting in 5% savingsTrained 6 instructors on the school’s computer-based language teaching methodsDeveloped specialized curriculum geared toward practical business conversation for 1v1 classes and group classes of up to 12 people

Tokyo Japan

Teaching ESL classes to around 20 students a week.

Alexandria Virginia Usa

-Maintain the inventory and collection-Supervise the volunteers in their training and in their work.-Give quality Service to patrons of the Library. -Accept and organize donations to the library

Alexandria Virginia, Usa

-Maintain audio visual collection-Give quality service to patrons of the Library

Bachelor'S Degree, Asian Studies

Minor in Political Science

Associate'S Degree, General Studies

Activities and Societies: Hockey teamStudied Japanese

High School, High School/Secondary Diplomas And Certificates