Summary
Overview
Work History
Education
Skills
Timeline
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Christine Felton

Spokane

Summary

Experienced Trust and Safety Operations Manager with a proven track record at Rover.com, excelling in policy development and team leadership. Spearheaded initiatives that enhanced customer experience and compliance, while mentoring teams to achieve performance goals. Adept at crisis management and stakeholder engagement, driving operational excellence and user safety.

Overview

10
10
years of professional experience

Work History

Trust and Safety Operations Manager

Rover.com
Spokane
08.2021 - Current
  • Managed cross-departmental collaboration to address complex issues.
  • Initiated customer and employee experience enhancements, achieving notable improvements.
  • Lead multiple projects, resulting in a better customer and employee experience.
  • Mentor the team on performance metrics and quality, promoting a culture of improvement.
  • Refined policies for efficient operations, and improved compliance.
  • Reported sensitive cases to executives, aiding informed decision-making, and risk management.
  • Addressed customer concerns with suitable solutions.
  • Delegated work to staff, setting priorities and goals.

Operations Manager

Amazon
Kennewick
05.2019 - 08.2021
  • Created and led a project team for a new business line.
  • Finalized new policies and executing them with team
  • Reported results to excutive level leaders
  • Led over 20 Amazon agents, enhancing efficiency.
  • Fostered collaboration among 300+ employees
  • Facilitated office to remote transition for 400 staff
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.

Customer Loan Support Manager

Umpqua Bank
Spokane
01.2015 - 05.2019
  • Standardized loan support procedures
  • Resolved escalated customer issues professionally
  • Fostered team development and morale through coaching
  • Managed customer loan inquiries with precision
  • Amplified customer satisfaction through diligent research
  • Streamlined loan processes, enhancing team efficiency

Education

Some College (No Degree) -

Spokane Community College
Spokane, WA

HIGH SCHOOL DIPLOMA -

Almira/Coulee Hartline
Coulee City, WA
01.2010

Skills

  • Policy Development
  • Zendesk and JIRA experience
  • Project management
  • Customer experience
  • Team leadership
  • KPI tracking
  • Stakeholder Engagement
  • Operational Strategy
  • Issue Resolution
  • Team Advocacy
  • Crisis Management
  • Policy Enforcement
  • User Safety
  • Performance Coaching
  • Legal Compliance

Timeline

Trust and Safety Operations Manager

Rover.com
08.2021 - Current

Operations Manager

Amazon
05.2019 - 08.2021

Customer Loan Support Manager

Umpqua Bank
01.2015 - 05.2019

Some College (No Degree) -

Spokane Community College

HIGH SCHOOL DIPLOMA -

Almira/Coulee Hartline

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Christine Felton