Jan Evans
Chicago,IL
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Care Manager
GrubHub
Chicago, Illinois
08.2022 - 07.2024
- Conducted performance reviews for team members.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Created monthly reports for senior management summarizing operational performance metrics.
- Conducted skill assessments and delegated responsibilities accordingly, resulting in increased effectiveness. Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Directed recruitment, hiring, and training of new staff members.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Streamlined communication channels, improving information flow and decision-making speed.
- Generated daily, weekly, monthly, quarterly, and annual reports using various software tools. Provided feedback on proposed changes to reporting processes or procedures.
- Collaborated with other departments to ensure accuracy of data used in reports.
- Presented findings from analysis at internal meetings. Maintained a library of standard operating procedures related to report creation.
Team Lead
GrubHub
Chicago , IL
08.2021 - 07.2022
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Organized client meetings to provide project updates.
- Delegated tasks appropriately according to individual skill sets. Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives. Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Ensured compliance with company policies and procedures throughout the team.
- Maintained accurate records of employee attendance and task completion times.
- Held regular one-on-one coaching sessions with staff members to encourage personal development. Monitored team progress and enforced deadlines.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Assigned projects and distributed tasks to team members as per area of expertise. Managed conflict resolution within the team to maintain a positive work environment.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Oversaw training and development programs to enhance team skills and knowledge.
Customer Care Lead / Interim Team Lead
GrubHub
Chicago, Il
09.2018 - 05.2019
- Immediate transition from Customer Service Lead to Interim Team Lead
- Demonstrated strong leadership skills in improving customer experience as Team Lead Senior. Responsible for a team of 5-7 Customer Service Specialists.
- Managed team workflows and daily operations. Managed projects and employed strategic thinking to enhance the dining experience for Grubhub’s customers.
- Supported and directed the team on a daily basis through effective collaboration. Monitored business performance metrics to ensure workforce alignment with company goals and objectives, delivering on service, profitability, and growth expectations for the team.
- Coach and provide oversight, as needed, to support attainment of quality and provide feedback to help the team obtain goals. Provide guidance to team members on how to leverage data to make thoughtful decisions.
- Strengthened the team's ability to think critically. Communicate updates and business context to the team as needed.
Senior Customer Support Representative
GrubHub
Chicago, IL
03.2018 - 09.2018
- Provided guidance and assistance to less experienced team members when needed.
- Focus on optimizing the diner experience and handling escalated diner concerns. Provide ongoing feedback to the Customer Care Team on how to improve quality and service level. Ensure compliance with policy and procedures.
- Maintain contact volumes and trends by providing feedback to the Marketing Team. Delivered prompt assistance and resolved sensitive issues, in addition to managing customer accounts.
- Resolve and respond to customer escalations accurately and professionally in a courteous and timely manner on Social Media, through immediate contact on the phone, and emails.
- Navigate more complex customer issues (analyze/identify the problem then provide the appropriate resolution). Collaborate with Leadership to address and resolve customer concerns accurately.
- Maintained continuous productivity in the team by actively engaging with customers through phone calls, chats, tickets and Social Media platforms to monitor their feedback.
Restaurant Care Specialist
Grubhub
Chicago , IL
03.2017 - 03.2018
- Managed high call volume and maintained consistency through adherence to company policies and collaboration with cross-functional teams such as Accounting, Account Advisors, Grubhub Delivery Team, and Sales to fulfill Restaurant Owner's requests.
- Met dashboard performance standards and service response tie objectives, providing crucial support to quality insurance across different channels
- I exceed both company and personal goals, display a positive attitude, am extremely reliable in attendance, and operate with a team spirit.
Education
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Cortez Peters Business College
Chicago08-1990
Skills
- Policy Adherence
- Care Quality Assessments
- Workflow Coordination
- Quality Improvement
- Communication
- Organizational Management
- Customer Retention
- Customer Service
- Leadership
- Critical Thinking
Certification
- Ignite Training
- Six Sigma
Timeline
Care Manager
GrubHub
08.2022 - 07.2024
Team Lead
GrubHub
08.2021 - 07.2022
Customer Care Lead / Interim Team Lead
GrubHub
09.2018 - 05.2019
Senior Customer Support Representative
GrubHub
03.2018 - 09.2018
Restaurant Care Specialist
Grubhub
03.2017 - 03.2018
Wordprocessing
Cortez Peters Business College