Summary
Overview
Work History
Education
Skills
Timeline
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Amy Phillips

White House,TN

Summary

Resourceful Specialist and Program Manager offering expertise in problem-solving, technical expertise, and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

7
7
years of professional experience

Work History

Customer Impact Specialist - Contractor

Lyft HQ
03.2024 - Current
  • Optimized and triaged customer experience by delivering resolution and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.

Technical Program Manager - Release

Lyft HQ
06.2020 - 04.2023
  • Drove successful app release launches by coordinating with stakeholders, managing schedules, and mitigating risks.
  • Collaborated closely with key stakeholders to align technical initiatives with overall business objectives.
  • Championed process improvements, introducing streamlined workflows that increased productivity across teams.
  • Managed vendor relationships to ensure timely deliveries and adherence to contract terms for optimal results.
  • Planned and managed technical projects for clients.
  • Nurtured strong client relationships by maintaining open lines of communication throughout release lifecycle stages.

Senior Specialist, Customer Impact

Lyft HQ
09.2019 - 05.2020
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Supported leadership in implementing new processes and interim leader during absences.
  • Established strong working relationships through exceptional customer service and proactive communication efforts.
  • Evaluated Specialists' performance in all focus areas and provided coaching to address inefficiencies.

Customer Impact Specialist

Lyft HQ
06.2019 - 09.2019
  • Investigated and responded to customer bug reports and forwarded necessary information to relevant Engineering teams for resolution.
  • Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist.
  • Developed and implemented systems to track Beta Driver feedback and satisfaction in collaboration with Lyft's DAC.

Technical Support Specialist

Lyft HQ
04.2017 - 06.2019
  • Assisted customers in identifying issues and explained solutions to restore service and functionality in our Alpha, Beta, and Production apps for Rider and Driver.
  • Provided high-level technical support by resolving inquiries by consistent with team service levels and goals.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Education

Bachelor of Science - Business Administration

SUNY At Albany
Albany, NY
05.2008

Skills

  • Customer Service & Relations
  • Process Improvement
  • Project Planning
  • Expert Problem Solving
  • Documentation Management
  • Technical communication
  • Proficient in Jira Agile Management
  • Critical Thinking

Timeline

Customer Impact Specialist - Contractor

Lyft HQ
03.2024 - Current

Technical Program Manager - Release

Lyft HQ
06.2020 - 04.2023

Senior Specialist, Customer Impact

Lyft HQ
09.2019 - 05.2020

Customer Impact Specialist

Lyft HQ
06.2019 - 09.2019

Technical Support Specialist

Lyft HQ
04.2017 - 06.2019

Bachelor of Science - Business Administration

SUNY At Albany

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Amy Phillips