Jessica Dias
TeleOps Operator
Las Vegas
Summary
Diligent problem-solver with resourceful approach to challenges and organized style.
Overview
8
8
years of professional experience
Work History
TeleOps Operator (Zoox)
HireArt
08.2024 - Current
- Remotely assist autonomous vehicles in real-time during complex or unforeseen driving scenarios, ensuring safe and efficient operation while minimizing disruption to passengers.
- Monitor vehicle performance and surroundings through live feeds, intervening as needed to support the autonomous system in decision-making, navigation, and obstacle avoidance.
- Relay critical information regarding vehicle performance, system anomalies, and passenger-related issues to the relevant teams for prompt resolution and follow-up.
- Analyze and resolve system alerts or anomalies, collaborating with the engineering team to report issues that require human intervention or adjustments to the vehicle’s systems.
- Maintain situational awareness of road conditions, weather, and traffic patterns, stepping in to guide the vehicle through challenging scenarios such as inclement weather or traffic congestion.
- Ensure the safety and well-being of passengers by coordinating with internal teams during emergencies or system failures and providing clear instructions to passengers as necessary.
- Collect and log data from remote assistance interactions, contributing valuable insights into system performance and areas for improvement.
- Provide feedback to the development team on vehicle behavior, suggesting improvements or adjustments to autonomous systems based on real-world experiences.
- Stay up-to-date with advancements in autonomous vehicle technology and operational protocols to ensure the highest standards of safety and efficiency.
- Collaborate with cross-functional teams, including engineering and safety departments, to continuously improve the autonomous ride experience and ensure smooth operation across all vehicles in the fleet.
Level 3 Vehicle Operator / Instructor (Zoox)
HireArt
10.2023 - 08.2024
- Operate autonomous vehicle platforms on public and private roads, ensuring adherence to strict safety protocols while collecting data to inform vehicle development and software improvements.
- Test pre-released software versions, identifying and reporting bugs or system malfunctions to engineering teams to enhance software stability and vehicle performance.
- Observe and document AI behavior during autonomous operation, noting any inconsistencies or unexpected actions, and provide detailed feedback for AI algorithm refinement.
- Conduct comprehensive evaluations of autonomous systems, including sensor functionality, machine learning responses, and real-time decision-making, ensuring the technology behaves as intended in diverse driving conditions.
- Provide real-time, actionable feedback to developers, identifying areas of improvement and ensuring quality assurance in software updates and vehicle systems.
- Serve as a safety ambassador, upholding the highest standards of safety for both internal team members and the public.
- Maintain thorough and organized records of vehicle tests, including feedback on software functionality, AI performance, and technical issues encountered during testing.
- Lead and mentor new autonomous vehicle operators, providing guidance on best practices for data collection and troubleshooting.
- Perform regular vehicle inspections, checking for issues related to sensors, hardware, and software, and addressing concerns to ensure continued operational safety.
- Collaborate with cross-functional teams to troubleshoot technical issues, providing insights and solutions to improve vehicle performance.
Team Lead (Tik Tok)
Telus International
10.2021 - 06.2023
- Managed and coached a team of 16 content moderators in techniques necessary to complete job tasks
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Utilized analytics and site metrics to determine areas of improvement
- Verified timekeeping records and handled any discrepancies with employees
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Maximized performance by monitoring daily activities and mentoring team members
- Delivered feedback to decision-makers regarding employee performance and training needs
Mentor / Content Moderator (Tik Tok)
Telus International
07.2020 - 10.2021
- Managed content distribution to online channels and social media platforms
- Utilized analytics and site metrics to determine areas of improvement
- Filed, organized and archived training materials to support future training sessions
- Assisted new-hire training classes with policy comprehension
- Hosted meetings and presentations for over 100 team members for training purposes
- Worked with individuals to help understand and overcome difficulties on certain policy areas
- Reviewed errors of team members in order to improve their scores
- Updated and maintained important work-related documents
- Regularly assisted team members on Support Chat channel
Customer Care Representative (Lending Club)
Sutherland Global Services
01.2020 - 07.2020
- Managed over 60 calls per day
- Set up, stored and updated customer files, department records and regulatory paperwork
- Consulted with outside vendors to identify and resolve loan closing issues
- Verified credit histories, personal references and employment backgrounds for each applicant
- Assessed customer account histories to determine previous compliance with payment plans and loan terms
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
Team Coordinator / Guide
The Void
11.2018 - 12.2019
- Created staff schedules and updated reports
- Trained, motivated and guided over 20 team members
- Conducted 'morning huddles' in order to discuss and assign tasks to team members
- Restocked and managed merchandise
- Organized groups of people in preparation for VR experiences
- Provided instructions and accommodations to customers
- Troubleshot technical issues and worked with IT department to resolve issues
- Sanitized and maintained equipment according to proper standards
- Occasionally maintained cash register while covering breaks for team members
Sales Associate
X World 360 LLC
03.2018 - 10.2018
- Engaged with customers to effectively build rapport while promoting VR experiences to over 600 customers
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Restocked and organized merchandise in front lanes
- Sanitized and maintained VR equipment according to highest standards
Customer Care Representative (Nordstrom Rack)
Sutherland Global Services
11.2016 - 11.2017
- Resolved concerns with products to help with retention and drive sales, within 8 minutes per call
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Logged call information and solutions provided into internal database
- Assisted customers with placing orders
- Communicated with shipping carriers to determine delivery dates, missing or late deliveries
- Communicated with relevant store locations regarding order availability, future inventory and special orders
Education
Bachelor of Arts - Political Science
University of Nevada, Las Vegas
Las Vegas, NV 05.2001 -
Advanced Diploma - Business Administration
Gateway Graduate School
London, UK 05.2001 -
Skills
- Training and mentoring
- Adaptability
- Team Collaboration
- Google Workspace
- Microsoft PowerPoint
- Microsoft Word
- Google Sheets
- Google Slides
- Slack
- Lark
- Jira
- WorkDay/VNDLY
Timeline
TeleOps Operator (Zoox)
HireArt
08.2024 - Current
Level 3 Vehicle Operator / Instructor (Zoox)
HireArt
10.2023 - 08.2024
Team Lead (Tik Tok)
Telus International
10.2021 - 06.2023
Mentor / Content Moderator (Tik Tok)
Telus International
07.2020 - 10.2021
Customer Care Representative (Lending Club)
Sutherland Global Services
01.2020 - 07.2020
Team Coordinator / Guide
The Void
11.2018 - 12.2019
Sales Associate
X World 360 LLC
03.2018 - 10.2018
Customer Care Representative (Nordstrom Rack)
Sutherland Global Services
11.2016 - 11.2017
Bachelor of Arts - Political Science
University of Nevada, Las Vegas
05.2001 -
Advanced Diploma - Business Administration
Gateway Graduate School
05.2001 -
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