Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
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Karla Davila

Phoenix,AZ

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Proficient in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities.

Looking to collaborative project management role opportunity with experience in social media. Excellent organizational, planning and communication skills with passion for positively impacting customer. Social media management, audience engagement and marketing campaign development enthusiast.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Disaster Prevention Specialist

DoorDash
Phoenix, Arizona
11.2023 - Current
  • Resolved an average of 80 disaster cases on a weekly basis through root cause analysis in order to
    proactively resolve these issues before they are escalated to the M-Team
    ● Identified over 5 process improvement content updates while working disaster cases that will
    improve our overall support efficiency like updating our knowledge base articles and workflow tools
    ● Cross collaborated with various stakeholders across different DoorDash departments like Fraud,
    S&O, and Trust & Safety in order to resolve complex disaster cases

Community Response Representative

DoorDash
Tempe, AZ
03.2022 - 11.2023
  • Conduct investigations and provide support to customers over phone and email
  • Schedule calls and follow up on cases as needed
  • Handle sensitive information with an empathetic approach
  • Manage projects and collaborate with team members
  • Reviewed and translate information
  • Respond to Legal information requests from Law enforcement by collecting information through a combination of pre-made reports and custom-built queries [Sigma, Mode, SQL].

Customer Care Professional

Centene
Phoenix, AZ
07.2020 - 02.2022
  • Gather and verify demographic information and document calls
  • Utilize verbal communication strategies to effectively elicit information
  • Employ active listening skills and interviewing techniques to accurately identify callers' concerns

Content Moderator

Cognizant Technologies
Phoenix, AZ
09.2019 - 02.2020
  • Enforce social media terms of use by carefully monitoring reports or abuse of the site.
  • Investigate and resolve issues that are reported on social media requests for account support and reports of potentially abusive content.
  • Recognize trends and patterns and escalate issues outside the company policy.
  • Researched and observed digital media landscape for trends and ideas.
  • Monitored user comments and moderated activity.
  • Devised digital media strategies to optimize reach and engagement with content.

Education

Bachelor of Arts - Communications

Universidad Del Valle De Mexico
12.2006

Skills

  • Data Analysis
  • Verbal and Written Communication
  • Trend Analysis
  • Account Information Review
  • Effective Communication
  • Case Management
  • Social media familiarity
  • Problem solver
  • Bilingual
  • Software: Word, Excel, Mode, Sigma, SQL

Affiliations

  • Part of the Trust and Safety Engage team: As part of the engagement team I take care of the planning, organization and execution of different activities that we do monthly. From in site activities like Ice breakers, Conduct enjoyable meetings, Conduct brainstorming sessions to Offsite events.

Certification

  • Certified Yoga teacher
  • Certification in portrait by school of arts in Phoenix

Timeline

Disaster Prevention Specialist

DoorDash
11.2023 - Current

Community Response Representative

DoorDash
03.2022 - 11.2023

Customer Care Professional

Centene
07.2020 - 02.2022

Content Moderator

Cognizant Technologies
09.2019 - 02.2020

Bachelor of Arts - Communications

Universidad Del Valle De Mexico

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Karla Davila