Jackson A. Biehle

Supported overnight fleet operations for Waymo's autonomous vehicle program, overseeing technician workflows, fleet readiness, and operational performance within a high-volume maintenance environment.

• Served as the primary overnight point of contact responsible for maintaining operational continuity, coordinating resources, and ensuring vehicles were returned to service efficiently and safely.
• Directed technician workflows, maintenance scheduling, and repair order assignments while monitoring shop throughput, escalation cases, and fleet readiness to support operational performance goals.
• Maintained fleet readiness above 95%, achieving a peak readiness rate of 98% through proactive workload management, backlog reduction, and prioritization of high-impact service activities.
• Maintained real-time operational visibility through hourly reporting, shift-transition communications, escalation tracking, and stakeholder updates, ensuring accurate fleet status and performance information remained available across multiple teams and systems.

Helped lead daily operations in a high-volume entertainment environment by balancing customer service, team coordination, and operational responsibilities.

• Frequently trusted to take on additional responsibilities beyond the bar, including financial accountability, vendor communication, and supporting business operations during high-demand periods.
• Promoted from Bartender to Head Bartender based on performance, reliability, and the ability to maintain operational standards in a fast-paced environment.
• Developed and delivered training for new and existing team members, improving consistency across customer service, POS operations, cash handling, and conflict resolution.
• Served as a key operational resource by managing cash reconciliation, supporting vendor relationships, providing inventory feedback, and assisting with business continuity across multiple departments when staffing or workload demands required it.

Worked directly with content creators to manage account operations, resolve support issues, and maintain a positive platform experience across multiple communication channels.

• Supported account lifecycle activities, technical troubleshooting, escalations, and process improvements while maintaining performance standards and service quality.
• Managed account creation, customization, maintenance, and deletion requests while supporting content creators with account management, platform functionality, and personalized support needs.
• Resolved support cases through ticketing systems, handled account and content-related escalations, and partnered with platform personnel to address issues requiring specialized review or intervention.
• Partnered with internal platform teams to review escalated cases, evaluate support workflows, and implement process improvements that strengthened service quality and operational consistency.

Supported customers and community members across multiple social and digital support channels, helping resolve account issues, technical concerns, and policy-related matters.

• Served as both a Team Lead and Subject Matter Expert (SME), providing guidance to agents, handling complex escalations, and helping maintain strong operational performance across the support team.
• Led weekly coaching sessions, daily operational huddles, and KPI performance reviews for a team of support agents, helping improve case handling consistency, maintain quality standards, and keep the team aligned with stakeholder expectations.
• Developed and supported training initiatives focused on workflow improvements, escalation handling, policy enforcement, and operational best practices while serving as a key resource for agent development and performance improvement.
• Handled complex account support, VR hardware troubleshooting, policy enforcement actions, and escalation reviews, providing guidance on cases requiring advanced technical knowledge, sound judgment, and adherence to established workflows.

Supported automotive service operations through vehicle diagnostics, repair execution, workflow coordination, and customer communication within a high-volume dealership environment.

• Progressed from Service Technician to Service Advisor, combining hands-on technical experience with operational oversight, technician coordination, documentation compliance, and KPI-driven performance management.
• Performed vehicle diagnostics, repairs, recalls, and maintenance services across a wide range of automotive systems while maintaining detailed work order documentation, parts tracking, and repair records to ensure quality and compliance standards were met.
• Transitioned into a Service Advisor role, serving as the primary point of contact between customers and technicians by communicating repair progress, coordinating service recommendations, and managing customer expectations throughout the repair process.
• Coordinated technician workflows and delegated repair assignments across a team of technicians, monitored documentation accuracy, and ensured work orders, parts requests, and repair procedures were completed correctly while maintaining performance standards tied to customer satisfaction, operational efficiency, and service quality metrics.