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.
• 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

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.
• 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.
• 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.

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.

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.

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.

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