Amanda Pool
Litchfield Park,ARIZONA
Summary
Experienced and resourceful operations leader adept at creating and maintaining strong professional relationships. Skilled in developing effective strategies to build and maintain new and existing work processes. Possess strong and persuasive interpersonal skills and comfortable working in both Independent and collaborative team environments, as well as leadership roles.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert
DoorDash
07.2019 - Current
- Supporting tier 3 team members on how to correctly solve cases, at the lowest level of detail, while educating them on current workflows.
- Increasing team productivity by implementing streamlined processes and effective communication strategies.
- Experience partnering with stakeholders to improve workflow processes tailored toward edge cases that do not currently have a workflow..
- Collaborating across lines of business as acting project manager to solve recurring and new issues related but not limited to; engineering fixes, legal risk, privacy, as well as support process discrepancies such as; RightToForget, Canadian S&D onboarding, Deceased dasher workflow, Prop-22.
- Inspiring varied stakeholders across the business to implement process improvements for the above-mentioned reoccurring issues by collecting and speaking to data trends and analyses.
- Developing and implementing new roles/teams to fulfill current and future department needs based on current process gaps and unclaimed taskwork.
Technical Support Specialist
Asurion
02.2016 - 06.2019
- Provided premier customer service and support by executing exceptional behaviors.
- Supported leadership with daily reports ran to present performance metrics for team and individuals, held one-to-one coaching sessions making coaching recommendations based on individual opportunities and successes.
- Selected for new hire training classes as a knowledge-based expert, providing insights on workflow expectations.
- Submitted communications to upper management daily to highlight team performance goals and coaching plans.
Customer Service/Account Specialist
Total Transit
02.2015 - 03.2016
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Defused volatile customer situations calmly and courteously.
- Gathered and verified all required customer information for pick up requests.
- Met or exceeded service and quality standards every review period.
- Contacted insurance companies and verified eligibility on Ahcccs and Colorado Medicaid websites for medical transportation requests.
- Contacted outsourced transportation providers to schedule medical transportation.
Education
GED - undefined
Las Artes
Phoenix, AZ2006
Skills
- Microsoft Excel/Google sheets
- Cross functional process improvement
- Strong leadership abilities and interpersonal skills to build effective relationships
- Project management
- Ability to think critically and innovatively to achieve company and team goals
- Experienced in providing high level customer support and technical experience
Timeline
Subject Matter Expert
DoorDash
07.2019 - Current
Technical Support Specialist
Asurion
02.2016 - 06.2019
Customer Service/Account Specialist
Total Transit
02.2015 - 03.2016
GED - undefined
Las Artes
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