LaKeitha Hamlin (Lala)

• Assist users and troubleshoot app interface issues, via Zendesk (Email)
• Create Macros/Work on projects to help improve user experience
• Report systematic bugs from user interface via JIRA
• Work closely with engineering and technical team, and test/replicate
• Assist and process legal demands from law enforcement agencies
• Handle escalated tickets from other email support agents
• Identify trends (try to reproduce) and escalate
• ID Validation Reviews (approve/reject)
• Work closely with Engineering regarding Product Feedback, Feature Requests and Backend technical issues, for improvement & resolution, in order to improve user experiences.
• Assist and process legal demands from law enforcement agencies

• Actively moderate and audit, by removing harmful content across multiple media types (text, images, videos), addressing misinformation, illegal activities, hate speech, and other policy violations to ensure a safe and respectful online community.
• Identified trends in user generated content that could be addressed through policy changes or training programs.
• Identified areas where additional resources were needed in order to maintain effective moderation services.
• Efficiently prioritize and handle diverse content queues, demonstrating the ability to manage multiple tasks effectively under tight deadlines, in order to meet SLAs.
• Handle Appeals, BOTH on a User & Individual (internal team) scale

Promoted Role: Incident Expert L4

Duties:

● Autonomy Research Development & Analyze Data
● Perform different Autonomy Engineer Testings for releases
● Provide remote assistance to autonomous vehicles
● Time management between work and multiple projects
● Maintain and stay up to date with communication on all teams, including Ops.
● Audit sessions for QA & train new hires via shadowing and flanking system.
● Evaluating and Solving multiple situations quickly
● Troubleshoot onsite and field issues using Multiple Systems across 3 monitors.
● Report and work with engineering to track and define bugs.
● Provide support via email. Side by side training with new hires.
● Handle escalations with passengers, Law enforcement, OnStar in the event of a collision or potential medical emergency

Promoted Role: Incident Expert L3

Duties:

● Remote Fleet Testings, with Field Test drivers (After hours)

● Provide remote assistance to live autonomous vehicles, when not testing
● UI Testing Projects/Report Data & System bugs

Support
● Help Train New Hires (Flank/Shadowing/Wiki/Scenarios)

Remote Operator Advisor L3

Duties:

● Research & Development
● Analyze Data
● Escalate systematic maneuver issues/bugs
● Audit test drivers and remote sessions.

● Understood and followed oral and written directions.

● Worked with cross-functional teams to achieve goals.

● Assist clients via live chat, phone (inbound/outbound) and email cases, including text (via Salesforce)
● Collaborate with loan ops and partner lenders in regards to loan approval process, pre-qualification and application status
● Reach out to clients & lenders for follow-ups regarding documents needed and or status to finalize the loan

● Supported sales team members to drive growth and development.

● Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.

● Performed data entry tasks for client records management.

Duties:
● Support Residential/HOA property managers and Vacation stay Travelers/Owners mainly via phone, but also through email (Zendesk) and fax.
● Handled payment processing, change requests and website questions. Utilized a variety of software tools to resolve customer inquiries.

Assisted with batch reports, import and export data and troubleshoot technical issues
● Assisted other departments with Chargebacks and Fraud cases.
● Created cases and handled escalations
● Helped TAM with Set-up/Build & Provisioning to onboard new clients to including integration

● Reported payment processor software issues, and bugs
● Trained new hires, as well as internal departments for a better understanding of CS collaboration

● Planned and completed group projects, working smoothly with others.

● Answer high volume of calls (100+ daily) , assist customers with online banking issues.

● Assist with login resets, account/profile technical problems and Bill Pay.
● File dispute claims

● General banking assistance, which included processing transfers, retention and order entry (replacement cards)

● Cross-Selling products, such as Insurance, CD & Personal accounts, as well as Loans and Credit Card accounts.

● Collaborate and assist Bank Branch reps

Role 1: Tech support Agent (Oklahoma City, OK site)

Duties:
● Respond to telephone, written, or Internet-based inquiries of both basic and complex technical issues
● Analyzed common issues with wireless equipment, software applications (simulations) and network performance, to identify the root cause in order to recommend corrective action.
● Recommended solutions to customer questions which required follow-ups or escalations to a higher level of expertise.
● Handled situations which required adaptation of responses or research according to unique customer situations.
● Maintained logs of problems, so recurring problems can be reported to Product & Engineers, for service development

Role 2 -Promoted: Account Services Management-Retention (Rancho Cordova, CA)

Duties:
● Responsible for improving customer retention through eligible programs and services, in order to help retain customers.
● Handled Technical escalations, number porting, Order entry including Exchanges/Returns.(fulfillment)
● Worked extensively with the customer to resolve Billing problems, ETF waivers, Account activations, including applied billing credits and plan changes, in an effort to retain our customers service and relationship with the company.
● Collaborated with Field Technicians and created trouble tickets & sent out free equipment to eligible rural customers to enhance their service, as a retention method.

● Provided customer support for a Healthcare Insurance Client
● Explained different health care plan options and benefits.
● Assisted customers during Open Enrollment season
● Assisted with Billing, Order Processing, Insurance Claims and Set-Up/Merged accounts.
● Provided quotes for Copay pricing (Tiers).
● Medication searches, in order to compare plan Pricing & Copays, to fit the customers needs & budget.
● Assisted customers with profile issues.
● Assisted with requests, questions and feedback, to improve CSAT
● Supported Sales by upgrading existing services to customers.