Andrew Blackburne
Portland,OR
Summary
With 5+ years of experience in internal customer support with a focus on learning and development. I excel at building relationships and fostering a safe learning environment. Throughout my career, I have gained 4 years of hands-on experience with Docebo, as well as proficiency in other learning software and Google Suite. Notable achievements include successfully facilitating 20 onboarding cohorts that resulted in the graduation of 300 new hires. As a subject matter expert, I have overseen 50 trainings, leading to the successful onboarding over 1,000 new employees. At Cash App, I severed as the subject matter expert for our efficient software, Text Blaze, where I personally created a library that revolutionized customer interactions.
Overview
8
8
years of professional experience
Work History
Learning and Development- Facilitation Specialist
Cash App
Portland, OR
01.2023 - 03.2024
- Created, developed, and facilitated learning plans for 20 onboarding cohorts.
- Worked with multiple teams across the organization to maintain consistency in learning-based knowledge and to reduce inaccuracies and redundancies.
- Created and maintained a welcoming and safe environment for a diverse group of adult learners, encouraging them to explore new ideas and concepts.
- Previewed new products and tooling to teach across the learning and development teams.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Worked closely with Text Blaze.
- Learned, simplified, and taught the rest of my team Instructor-Led Program creation within Docebo.
Customer Operations Continuous Success Specialist
Cash App
Portland, OR
10.2020 - 01.2023
- A subject matter expert for onboarding of advocates, specialty teams, and members of my own team.
- Created a new pathway for our customer-facing advocates to promote consistency and efficiency using internal tooling.
- Used Text Blaze to create a library of responses to easily pull from, to respond to customers quickly and efficiently.
- Used Text Blaze to bridge the gap between quantity and quality, which caused metrics to increase.
- Enhanced customer satisfaction by implementing effective communication strategies and resolving issues promptly.
- Coordinated company-wide training programs to improve employee skills and enhance overall performance.
- Upskilled and onboarded the escalation team to adopt our organization's coaching method to drive confidence and autonomy within the partner advocate space.
- Increased efficiency utilizing Text Blaze to increase our company-wide metrics: Responses per hour from 10 to 18, and a QA score from 85% to 92%.
- Saved the company thousands of dollars monthly by increasing advocate efficiency through efficiency tools and continuous trainings.
Customer Service Advocate
Cash App
Portland, OR
10.2019 - 10.2020
- Responding to customer issues with efficiency. Always keeping the customers' needs a priority.
- QA score of 100%, and was within the 90th percentile of efficiency the month prior to getting promoted.
- Quickly learned and utilized resources to keep up-to-date in a constantly evolving environment.
- Saw value in staying open-minded while giving and receiving feedback.
- Engaged with customers over the phone, asked questions, and offered business solutions.
- Handled high volume of inbound phone calls in fast-paced environment.
- Delivered prompt service to prioritize customer needs.
Personal Banker
Wells Fargo
Portland, OR
03.2018 - 10.2019
- Developed relationships with customers by providing exceptional service in order to increase their financial literacy.
- Developed financial plans for customers based on their individual needs.
- Advised customers on various banking products and services such as loans, investments, and credit cards based on their unique needs.
- Investigated fraudulent activities by analyzing account transactions and identifying suspicious patterns.
- Assisted with onboarding new employees by training them on banking procedures.
- Ensured compliance with state and federal banking regulations through regular reviews.
Dance Instructor
Oregon State University
Corvallis, OR
05.2016 - 06.2017
- Developed the curriculum and taught various styles of dance, ranging from beginning to advanced-level courses.
- Increased variety by introducing additional dance styles, available courses.
- Created and revised the curriculums for multiple dance courses to have a more balanced learning curve.
- Maintained accurate records of attendance, participation, and lesson plans used for each class session.
- Collaborated with other instructors to develop lessons plans that meet the needs of each student's level of ability.
- Assessed student strengths and weaknesses to determine areas needing improvement.
Education
Bachelor of Science - Chemistry
Oregon State University
Corvallis, OR06-2012
Skills
- Customer Relations
- Documentation Management
- Advanced Communication
- Program Evaluation
- Expert problem solving
- Quality Assurance
- Technical Communication
- Team Collaboration
- Technical training
- Learning Management Systems
- Diversity and Inclusion
- Course Materials Development
Timeline
Learning and Development- Facilitation Specialist
Cash App
01.2023 - 03.2024
Customer Operations Continuous Success Specialist
Cash App
10.2020 - 01.2023
Customer Service Advocate
Cash App
10.2019 - 10.2020
Personal Banker
Wells Fargo
03.2018 - 10.2019
Dance Instructor
Oregon State University
05.2016 - 06.2017
Bachelor of Science - Chemistry
Oregon State University