Dan Caruso
Lombard,Illinois
Summary
Dedicated and detail-oriented Senior Care Specialist with extensive experience in customer care, restaurant care, diner escalations, restaurant escalations, premier restaurant care, and operations seeks to leverage a rigorously analytical mindset and customer-obsessed approach. Passionate about solving complex problems and improving customer experiences through innovative solutions. Eager to contribute as a scrappy entrepreneur and diverse collaborator in a dynamic environment that values curiosity, innovation, and being authentically fun
Overview
7
7
years of professional experience
Work History
Senior Care Specialist| Customer Experience Team
GRUBHUB
10.2022 - Current
- Coordinate closely with the Diner Escalation Team during technical outages, overseeing and managing diner interactions through chat platforms.
- Detect, categorize, and effectively mitigate instances of diner account takeovers to ensure the security and integrity of user accounts.
- Contribute innovative suggestions and updates for the Customer Experience Team’s Zendesk guide pages, aiming to enhance operational efficiency and customer satisfaction.
- Provide immediate and responsive support to Customer Experience Team via Slack, facilitating efficient communication and conflict resolution.
- Conduct thorough reviews of diner accounts to identify instances of fraud, policy violations, and abusive behavior, taking appropriate actions such as account closures in accordance with established policies.
- Collaborate closely with the Competitive Intelligence Team to meticulously log driver routes and perform comprehensive comparisons of delivery metrics, supporting strategic decision-making and competitive analysis efforts.
Senior Care Specialist| Restaurant Escalation Team
GRUBHUB
10.2021 - 10.2022
- Successfully de-escalated and resolved a wide range of issues for restaurant partners, including handling order problems, addressing payment issues, rectifying menu errors, managing driver bans, and resolving various account-related concerns.
- Provided crucial floor support for Restaurant Escalation Team leadership through active participation and prompt responses on Slack, ensuring smooth communication and effective resolution of escalated issues.
- Supported the Care training team by facilitating shadowing opportunities and offering dedicated support during trainee nesting, contributing to the development and proficiency of new team members.
- Demonstrated skills leadership by taking escalated calls from angry and disgruntled restaurant partners, effectively managing high-pressure situations and ensuring satisfactory resolutions to maintain partner satisfaction and loyalty.
Senior Care Specialist| Premier Restaurant Care
GRUBHUB
11.2020 - 10.2021
- Addressed inquiries and resolved concerns from restaurant owners regarding Grubhub Direct services, ensuring clarity and satisfaction in service.
- Collaborated closely with the tax team to provide detailed responses and assistance regarding questions related to 2020 1099 forms for both restaurants and drivers, ensuring compliance and accuracy.
- Assisted Restaurant Care Leadership effectively by managing their escalation queue during periods of increased contact volume, ensuring timely resolution of escalated issues and maintaining high customer satisfaction.
- Supported the Restaurant Technical Care team during peak periods by addressing a backlog of over 1000 support tickets related to technical issues with printers, tablets, and Grubhub for Restaurants (GFR), ensuring prompt resolution and minimizing operational disruptions.
- Executed the attrition process and managed reimbursement for Place and Pay locations, ensuring smooth transitions and compliance with operational protocols.
- Facilitated the migration of restaurant accounts to Stripe for processing payments, particularly for menus containing alcohol, ensuring seamless integration and compliance with regulatory requirements.
Restaurant Care Specialist| Restaurant Care
GRUBHUB
07.2019 - 11.2020
- Managed incoming calls and emails from Grubhub restaurant partners, addressing concerns related to past or current orders, payment issues, and general account inquiries with a focus on prompt and effective resolution.
- Contributed to the training of new Restaurant Care agents by facilitating shadowing opportunities and providing hands-on support during the nesting period, ensuring new team members were well-prepared to handle customer inquiries and issues.
- Assisted the Customer Care team by managing call queues during peak periods, ensuring all customer inquiries were promptly addressed and resolved to maintain high service standards.
- Collaborated closely with the Driver Network Operations team to alleviate their ticket backlog during periods of high volume, implementing strategies to streamline processes and improve efficiency in handling driver-related issues.
Advertising Operations| Associate Support
AUTONOMYWORKS
01.2018 - 07.2019
- Coordinated effectively with my team to oversee and manage the Reddit self-serve advertisement queue, ensuring strict adherence to Reddit’s Advertising Policies. Responsible for reviewing, approving, and rejecting over 400,000 advertisements.
- Provided support in addressing and resolving support tickets related to inquiries, billing issues, and concerns regarding Reddit’s self-serve advertising platform, ensuring advertisers received timely and accurate assistance.
- Conducted comprehensive Quality Assurance tasks for more than 2,500 Mazda dealership websites on behalf of Ansira, ensuring consistent quality and adherence to client standards.
- Produced and managed Screenshot Requests (Image Mockups) for MediaIQ advertising campaigns, ensuring accurate and visually compelling representations of ad creatives.
- Managed the conversion, data entry, and export of over 12,000 invoices for Hu-Friedy, a leading dental supply company, ensuring meticulous attention to detail and accuracy in financial records management.
Apprenticeship
AUTONOMYWORKS
09.2017 - 12.2017
- Developed professional skills and other business operations-related skills.
Education
Graduated with a 3.0 Grade Point Average. -
HIGH SCHOOL: Homeschool
Currently pursuing an Associate’s degree in Business Management -
College of DuPage
Skills
- Effective Communication: Strong written and verbal communication skills, ensuring clarity and efficiency in all interactions
- Empathy: Demonstrates a deep understanding and concern for customer and team needs, enhancing customer satisfaction and team cohesion
- Smart Decision Making: Utilizes analytical thinking to make informed and effective decisions in fast-paced environments
- Time Management and Prioritization: Expert in managing multiple tasks and priorities, ensuring timely and efficient completion of projects
- Mentoring: Provides guidance and support to new team members, fostering their development and integration into the team
- Problem-Solving: Adept at identifying issues and implementing effective solutions to overcome challenges
- Interpersonal Skills: Builds strong relationships with colleagues and customers, contributing to a positive and collaborative work environment
- Motivation: Self-motivated and driven to achieve goals, with a proactive approach to continuous improvement
- Goal-Setting and Delegation: Sets clear objectives and delegates tasks effectively to achieve optimal team performance
- Flexibility and Creativity: Adapts to changing circumstances with creativity, finding innovative ways to solve problems and improve processes
- Technical Proficiency: Proficient in Microsoft Office, G Suite, Five9 softphone, Braintree, and Accertify
- Detail-Oriented: Exhibits excellent attention to detail, ensuring accuracy and quality in all tasks
Accomplishments
- Certified Lean Six Sigma Green Belt.
- Completed Grubhub’s Rise Leadership Training Program.
- Completed a comprehensive apprenticeship program from 9.17 to 12.17 at AUTONOMYWORKS
Software & Tools
- Microsoft Office
- Google Suite
- Five9
- Braintree
- Accertify
- Stripe
- Salesforce
- GFR
- Zendesk
- Verint
- Workday
- Jira
Languages
German
Full Professional
Timeline
Senior Care Specialist| Customer Experience Team
GRUBHUB
10.2022 - Current
Senior Care Specialist| Restaurant Escalation Team
GRUBHUB
10.2021 - 10.2022
Senior Care Specialist| Premier Restaurant Care
GRUBHUB
11.2020 - 10.2021
Restaurant Care Specialist| Restaurant Care
GRUBHUB
07.2019 - 11.2020
Advertising Operations| Associate Support
AUTONOMYWORKS
01.2018 - 07.2019
Apprenticeship
AUTONOMYWORKS
09.2017 - 12.2017
Graduated with a 3.0 Grade Point Average. -
HIGH SCHOOL: Homeschool
Currently pursuing an Associate’s degree in Business Management -
College of DuPage
Similar Profiles
Donald BettsDonald Betts
Delivery Driver at GrubHubDelivery Driver at GrubHub
Devin MendezDevin Mendez
Delivery Driver at GrubHubDelivery Driver at GrubHub
Brian HetzelBrian Hetzel
Manager, FP&A at GrubHubManager, FP&A at GrubHub
David RamageDavid Ramage
Delivery Driver at GrubHubDelivery Driver at GrubHub
Ibrahim QasimIbrahim Qasim
Intern at LaunchLabsLLCIntern at LaunchLabsLLC