Alex Cantor
Denver,CO
Summary
An experienced leader with a passion to drive an outstanding customer experience. With 12+ years of customer service experience, I'm committed to solidifying customer loyalty which is directly linked to a quality experience. I have overseen major customer service projects from quality assurance, KPI implementation, CSAT/NPS surveys, training, and closed-loop feedback.
Overview
6
6
years of professional experience
Work History
Sr. Community Operations Manager
Drizly, An Uber Company
05.2023 - Current
- Managed teams in charge of Quality Assurance, Training, Zendesk, and Salesforce for Drizly CX.
- Developed and implemented success KPI's and metrics for over 120 customer service agents around the globe.
- Improved gift order process resulting in over $200K in additional revenue in December of 2023.
- Utilized Looker/BI tool to inform on key CX performance.
- Managed KPI's and metrics for BPO teams in Central America and Asia.
- Utilized Quality Assurance best practices to streamline procedures leading to a better consumer experience.
Quality Assurance and Training Manager
Drizly, An Uber Company
01.2022 - 05.2023
- Led a team of 5 quality assurance analysts, ensuring adherence to quality standards and performance goals.
- Led training team in charge of remotely onboarding new customer service reps around the globe over a 5 week training program.
- Assisted in managed QA audits and reports, identifying trends, and recommending correction actions to leadership.
- In charge of customer satisfaction and feedback surveys, creating closed-loop feedback process to improve the consumer experience and increase retention.
Quality Assurance Team Lead
Drizly, An Uber Company
06.2020 - 01.2022
- Founded and created the first ever Quality Assurance program for Drizly CX.
- Created scoring rubrics for internal customer service reps as well as BPO reps.
- Adapted procedures to mitigate issues and improve deficiencies.
- Identified opportunities for process improvements, significantly reducing operational costs and increasing efficiency.
Quality Assurance Team Lead
Ezcater
01.2019 - 04.2020
- Team lead for 20 quality assurance specialists working across the U.S. and Central America - Worked with various departments to identify and find solutions to training gaps.
- Oversaw reviews and disputes for over 500 customer service agents.
- Developed new scoring rubric that increased quality assurance scoring efficiency by 30%.
- Implemented and ran quality assurance calibration sessions.
Customer Support Representative
Ezcater
07.2018 - 01.2019
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Assisted the training team in onboarding and coaching new customer support agents.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Communications
Arizona State University
Tempe, AZ05.2015
Skills
- Zendesk
- Looker
- Maestro
- Google Suite
- Salesforce
- Guru/LMS
- Performance Management
- Goal Setting
- Quality Assurance
- Leadership
- Customer Service
- Process Improvement
- Training and Development
Timeline
Sr. Community Operations Manager
Drizly, An Uber Company
05.2023 - Current
Quality Assurance and Training Manager
Drizly, An Uber Company
01.2022 - 05.2023
Quality Assurance Team Lead
Drizly, An Uber Company
06.2020 - 01.2022
Quality Assurance Team Lead
Ezcater
01.2019 - 04.2020
Customer Support Representative
Ezcater
07.2018 - 01.2019
Bachelor of Science - Communications
Arizona State University