Summary
Overview
Work History
Education
Skills
Timeline
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Andrew Ward

Avondale,AZ

Summary

Business-minded Customer Advocate with exceptional research and analytical skills. Skilled in conflict resolution and troubleshooting. Offering 7 years of experience in Data analyst and customer service.

Overview

7
7
years of professional experience

Work History

Customer Advocate/Cx Bugs

DoorDash
10.2020 - Current


  • Managed a chat channel with over 200 agents with the help of one person, providing support for bug/error related issues by deep dive.
  • Created and managed workarounds to prevent potential issues from becoming widespread
  • Triaged Jira tickets, ensuring that the engineering team was not impacted
  • Organized errors by component and DRI teams
  • Developed workflows and KBs to optimize results

Customer Advocate /Dx Bugs

DoorDash
10.2020 - Current
  • Worked with the engineering team to create over 50 workarounds for bugs/errors within the Dasher app
  • Developed a proactive outreach program to identify and resolve issues before they impact customers
  • Worked on the AI Chatbot project to help develop its chat features

Escalation Specialist/Data Analyst

Chewy's
06.2017 - 10.2020
  • Created data visualizations to communicate data analysis results
  • Used data visualizations to identify trends and patterns
  • Developed and implement business intelligence solutions
  • Created Workflow to help product organization by creating virtual locations.

Education

High School Diploma -

Primavera
Arizona
06.2016

Skills

  • Data analysis skills
  • Process Mapping
  • Communication skills
  • Problem-solving skills
  • Teamwork skills
  • Attention to detail

Timeline

Customer Advocate/Cx Bugs

DoorDash
10.2020 - Current

Customer Advocate /Dx Bugs

DoorDash
10.2020 - Current

Escalation Specialist/Data Analyst

Chewy's
06.2017 - 10.2020

High School Diploma -

Primavera

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Andrew Ward