Summary
Overview
Work History
Education
Skills
Timeline
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Lucas Hammonds

Matthews

Summary

Innovative technology professional with 10+ years of experience driving measurable results. Skilled in conducting deep dive analyses and effectively presenting insights to stakeholders, resulting in significant savings of $1.5M+. Demonstrated ability to translate complex findings into strategic solutions, leading to a 35% reduction in fraud, 25% improvement in efficiency, and 15% decrease in costs across multiple business units.

Overview

11
11
years of professional experience

Work History

IAM & Integration Analyst

Rippling
07.2024 - Current
  • Lead implementation of business-critical integrations between Rippling and key systems including Snowflake, Slack, Google Workspace, Microsoft 365, and Salesforce
  • Configure SAML SSO, SCIM provisioning, OAuth, and REST API connectors while resolving complex authentication challenges
  • Establish standard integration protocols for HR, IT, Finance, and Operations systems ensuring secure data flow
  • Provide technical expertise for enterprise clients navigating custom integration requirements and authentication issues

Customer Experience Analyst

Roadie
07.2023 - 05.2024
  • Designed and deployed anti-spoofing verification system to detect location fraud, reducing fraudulent driver activity by 35% and protecting company resources
  • Conducted SQL-based analysis of sender order patterns that identified thousands of unnecessary cases generated by key accounts, then collaborated with Salesforce and Customer Operations teams to implement targeted system and process changes that significantly reduced contact volume
  • Built custom Salesforce applications using Apex, Visualforce, and Lightning Web Components that automated manual workflows, reducing processing time by 60% and increasing team capacity

Workforce Management Analyst

ClickUp
06.2021 - 05.2022
  • Created attendance and shift swap Slack app used by 100+ support team members that eliminated 15 hours of weekly scheduling work
  • Implemented SQL quality checks, analyzing 100+ daily data extracts to maintain data integrity for operational reporting
  • Generated forecasting models for chat volume that informed strategic hiring decisions
  • Reduced reporting time by 80% by automating workflows with Google App Script and custom integrations

Customer Experience Analyst

DoorDash
07.2020 - 12.2020
  • Redesigned verification protocols in collaboration with Product and Legal teams, reducing account takeovers by 40% month-over-month
  • Modified outage queries to filter for active Dashers only, preventing $980K in compensation overpayments
  • Provided interval-based capacity forecasting models using SQL and Tableau, driving service level adherence from 75% to 93% while optimizing agent utilization and shrinkage allocation

Customer Experience Team Manager

DoorDash
09.2018 - 06.2020
  • Managed team of 15 employees across 7 states while overseeing procurement operations
  • Analyzed dasher conversion rate disparities using SQL and BatchGeo, identifying strategy flaws that led to company-wide operational pivot resulting in $1M savings
  • Programmed Google Apps Script automating on-call scheduling, eliminating scheduling gaps and no-shows
  • Mentored 5 team members who secured more senior positions within other DoorDash departments

Customer Experience Associate

DoorDash
05.2017 - 08.2018
  • Built paperless onboarding system using Google Forms, cutting orientation time by 20 minutes per session while improving data accuracy and completeness
  • Created inventory tracking system with Google App Script that linked directly to sign-in form data, enabling live supply monitoring across 30 offices and reducing losses by 35%
  • Led regional expansion projects focused on contractor compliance and standardized workflows, maintaining service quality during growth phases

Senior Quality Analyst

Shutterfly
03.2014 - 05.2017
  • Conducted comprehensive scorecard evaluations on 30,000+ omnichannel customer interactions (chat, email, voice), maintaining 95% inter-rater reliability and adherence to established quality framework
  • Performed root cause analysis on CSAT and Customer Effort Score metrics to identify customer friction points, implementing targeted coaching interventions that yielded 5% improvement in satisfaction KPIs
  • Executed advanced SQL queries to identify non-compliance patterns and recurring defects in customer interaction transcripts, developing focused remediation strategies that enhanced first contact resolution
  • Facilitated cross-functional calibration sessions to standardize quality monitoring criteria, ensuring consistent evaluation methodologies and reducing variance in quality scores across QA assessors

Education

Master of Arts - Teaching And Learning With Technology

University of Arizona Global
06-2013

Bachelor of Arts - History

University of Arizona Global
11-2011

Skills

  • SQL
  • Data analysis
  • Salesforce development
  • Integration expertise
  • Process automation
  • Project management
  • Cost optimization
  • Leadership
  • Performance optimization
  • Investigative analytics
  • Workforce management
  • Quality assurance
  • Voice of the customer
  • Support operations

Timeline

IAM & Integration Analyst

Rippling
07.2024 - Current

Customer Experience Analyst

Roadie
07.2023 - 05.2024

Workforce Management Analyst

ClickUp
06.2021 - 05.2022

Customer Experience Analyst

DoorDash
07.2020 - 12.2020

Customer Experience Team Manager

DoorDash
09.2018 - 06.2020

Customer Experience Associate

DoorDash
05.2017 - 08.2018

Senior Quality Analyst

Shutterfly
03.2014 - 05.2017

Master of Arts - Teaching And Learning With Technology

University of Arizona Global

Bachelor of Arts - History

University of Arizona Global

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Lucas Hammonds