Jeremiah Webster
Tempe,AZ
Summary
Resourceful Elite Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Elite Specialist
DoorDash Corporate
09.2021 - Current
- Initially hired in 2021 as a Tier 3 Escalated Support Agent on a temp to hire 1 year contract via Aston Carter & was selected to become full time at DoorDash after 1 year.
- Handled 3 Escalated customer support queues including; Phone calls, Chat & Email-Web/Salesforce cases.
- Addressed & resolved complex customer escalated-time sensitive issues such as payment issues, app/software troubleshooting, account issues, fraud issue & food order issues.
- De-escalated customer issues/complaints by providing quick & efficient resolutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Consistently maintained a 90% or higher in all metrics including call handle time, adherence, & attendance.
- Consistently maintained a meets and or exceeds in all quarterly & annual performance reviews received.
- Internally hired/promoted in 2024 to Elite Specialist after 2.5+ years working in the Tier 3 Escalated Support role.
- Currently successfully handling Live Order Monitoring for Elite Customer orders, overseeing and ensuring a smooth/successful order experience. Including but not limited to proactively calling the merchant(s) and or dasher(s) to ensure orders are on time, upholding the elite experience for customers.
- Learned, adapted and adhered to new workflow processes, procedures and guidelines given by upper management.
- Aided in assisting new hires in shadowing training sessions.
Customer Support Specialist
Freedom Mortgage Corporation
08.2020 - 09.2021
- Received inbound phone calls from customers/borrowers inquiring for current home loans in processing status.
- Successfully assisted with new sales calls, getting customers ready for the loan process.
- Provided up to date loan status updates for current borrowers, re-affirming outstanding loan conditions required for closing.
- Validated customer loan data, documenting updates to applicable loan operating systems.
- Developed and maintained working knowledge of products/services to deliver timely, accurate information to customers
- Responsibly assured all regulatory requirements were met concerning customers interaction by explaining policies and procedures courteously and patiently, maintaining confidentiality.
Customer Retention Specialist
Gannett/USA Today
08.2019 - 08.2020
- Successfully handled in-bound sales calls from customers calling in to cancel their newspaper subscription, while also attempting to retain their service through retention sales tactics.
- Promptly updated customer account information within a timely manner.
- Met all customer call metrics for service levels including; handle time, retention rate and productivity/adherence.
- Happily assisted customers over the phone, troubleshooting technical app/website/system issues.
- Promptly took ownership of customer concerns, ensuring quick resolutions and achieving issue closure.
- Exceeded productivity standards, providing one-call resolutions, while meeting required retention sales quotas.
Shift Lead Manager
Smashburger
01.2018 - 08.2019
- Initially hired as a Grill Cook, handling all back of house duties including Line Cook, Grill, Stocking, Food prep, Dishes & Fryers.
- Prepared and cooked food according to Smashburger prep, menu and recipe standards.
- Aided in fostering a safe work environment by following safety guidelines given by management/company.
- Contributed to daily opening and closing responsibilities for every shift.
- Provided support to crew members, facilitating quick food preparation and delivery.
- Restocked and rotated food items according to expiry dates to minimize waste.
- Followed recipes and kitchen procedures for consistent food quality, presentation and standards.
- Assisted with all FOH duties when understaffed, ensuring complete coverage when needed by management.
- Managed to get successfully promoted to Shift Lead Manager after 1 year of being with the company.
- Provided initial and ongoing training to all employees utilizing SmashConnect, LMS, and 4 step method of training.
- Performed daily routine line checks and uniform standards for both FOH & BOH.
- Conducted daily cash register drops and processed daily deposit bank slips. Incl adhering to company cash policies to ensure minimal losses.
- Managed the performance of both FOH & BOH employees ensuring all company standards were met.
- Supported multiple Smashburger locations during staffing shortages
Customer Service Representative
Empereon Constar
01.2017 - 12.2017
- Responded to inbound customer sales calls for Finger Hut, offering excellent customer support.
- Promptly input/updated customer information to all 3 major credit bureaus while maintaining confidentiality
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Maintained and adhered to guidelines/changes given by the client company.
Customer Service Representative
Eschelon Merchant Services
09.2016 - 01.2017
- Responsible for making outbound sales calls to merchants/businesses to help set up ATM/Credit/Debit machines.
- Successfully assisted with setting up appointments to upgrade ATM/Credit/Debit terminal systems.
- Assisted with taking new sales calls.
- Maintained and adhered to company guidelines/standards including meeting sales goal/metrics.
Education
Diploma -
Verrado High School
Skills
- Call Center (6years)
- Customer Service (10years)
- Customer Support (6years)
- Customer Retention (4years
- Grill/Kitchen Cook (6years)
- Restaurant Experience (6years)
- Serving Experience (2years)
- Upselling (4years)
- Food Preparation (6years)
- Kitchen Experience (6years)
- Shift Management (1years)
- Warehouse Experience (2years)
- Retail Sales (2years)
- Merchandizing (1years)
- Microsoft Excel
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Salesforce (4years)
- Technical Support (5years)
- POS (8years)
- Data Entry (6 years)
- Typing (35 WPM)
- Customer relationship management (8 years)
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Elite Specialist
DoorDash Corporate
09.2021 - Current
Customer Support Specialist
Freedom Mortgage Corporation
08.2020 - 09.2021
Customer Retention Specialist
Gannett/USA Today
08.2019 - 08.2020
Shift Lead Manager
Smashburger
01.2018 - 08.2019
Customer Service Representative
Empereon Constar
01.2017 - 12.2017
Customer Service Representative
Eschelon Merchant Services
09.2016 - 01.2017
Diploma -
Verrado High School