Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Raquel Gutierrez

Phoenix,AZ

Summary

Dynamic and multifaceted, with a proven track record at DoorDash, excelling in cross-functional collaboration and performance evaluation. Leveraged strong leadership skills to enhance training processes, resulting in a significant reduction in Merchant, DX, and Fraud backlogs. Proficient in data analysis, and committed to fostering BPO team success through effective communication and project management.

Overview

12
12
years of professional experience

Work History

Network Operations Training Supervisor

DoorDash
Tempe, AZ
11.2023 - Current
  • Leading a team of trainers to support our global BPO Partner Network and ensuring each partner site is delivering DoorDash-vetted content and quality. Currently overseeing Telus, CP360, Alorica, Teleperformance, and TaskUs (Integrity LOBS).
  • Led and organized the launch of multiple lines of business from in-house to BPO sites, ensuring all tooling, training, and support staff onboarding were complete, exercising strong cross-functional collaboration.
  • Owner of large projects that span the BPO Network, currently including the 2025 Trainer Certification Program and the AQA Network Rollout; this involves helping large-scale projects meet completion goals and requires project management and fast follow-up with the BPO Partners to guarantee successful implementation and compliance.
  • WeSupport the program owner in partnership with Stefanie Molina.

Support Operations Training Supervisor

DoorDash
Tempe, AZ
06.2021 - 11.2023
  • Led a team of Support Trainers who worked to support multiple lines of business and hosted training sessions depending on business needs.
  • Owned the relationship between Phoenix Training and the Merchant Drive Voice Ordering team. This included attending weekly quality and planning meetings and working with our Mx Growth and Customer Experience teams to build out improvements to the Voice Ordering training process and trainings. This involved helping build the mock call process as well as coordinating Mx Test Call Blocks and coaching our Support Trainers on guiding these live interactions to ensure successful tests.
  • Coordinated Trainings through the year and helped to keep our training schedule up to date and communicated our teams utilization and capacity with our WFM and Operations cross functional partners.
  • Led the Drive Voice Order Train the Trainer Program which acted as an internship with our Phoenix training team where teammates were able to gain insights into a career in training.
  • Helped to launch our Telus Vertis North BPO location, this was done in partnership with our Support Trainers and Supervisors from our CDMX team, requiring weeks of onsite work in the Philippines.

Support Operations Trainer

DoorDash
Tempe, AZ
04.2020 - 06.2021
  • Certified to train multiple Lines of Business, including but not limited to Tier 1 & Tier 3 Merchant, MXP (Merchant Experience), Tier 3 Consumer and Drive. Having facilitated New Hire, Refresh, and Upskills.
  • Acted as an 'Onboarding Buddy' to our new Support Trainers to ensure a warm welcome and adherence to team processes.
  • Owned many facilitations in 2020, which impacted approximately. 130 teammates, aiding in the reduction of the Merchant backlog, the increase of First Call Resolution, and the overall success of 2020’s ramp period.
  • Assisted with updating and creating training materials between facilitations, with roughly 14 training materials updated/created in 2020. Some of these materials were utilized in major Support Ops/Audience Teams OKRs, ultimately aiding in Support initiatives. Examples include: the C&R Fraud Review deck, Merchant Program Guidelines, and the Teammate Trainer Training Observation Guidelines.

Marketplace Live Operations (Enterprise National )

DoorDash
Tempe, AZ
07.2019 - 04.2020
  • Assisted in creating and implementing process improvements to reduce workflow confusion and increase case efficiency during our National Merchant Support Subway Project - involved assisting in reimagining how we handle Change of Ownership cases at DoorDash for franchise owners.
  • Trained Teammates transitioning to the National Team on processes and best practices when handling Enterprise accounts - this involved cross-functional work with the Merchant Account Owners
  • Reviewed accounts and case histories to determine trends in Merchant issues, working closely with Enterprise Merchants to determine best course of action for resolution. (Subway, McDonald's, Burger King).

Apple Software Support

Concentrix
Tempe, AZ
06.2018 - 02.2019
  • Protected Client reputation by working with a team to resolve software issues or “bugs”.
  • Maintained an open line of communication with the Client to receive up to date bug fixes and trainings.
  • Maintained organized records of all metrics of the team to present to Client on varying cadences.

Lead Teacher / Education Intervention

ChildCare Careers
Brisbane, CA
05.2016 - 10.2018
  • Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material.
  • Collaborated with fellow teachers to create cohesive educational plans and improve support for diverse students.
  • Managed administrative program tasks, such as taking attendance, updating logs, keeping track of orders and keeping inventory.
  • Applied proactive behavior management techniques for classroom discipline.

Education Interventionist - ESL

Buckeye Elementary School District
Buckeye, AZ
07.2014 - 06.2016
  • Performed student background reviews to ascertain learning opportunities and strengths to develop tailored lessons based on student needs.
  • Implemented remedial programs for students requiring additional assistance.
  • Identified and documented learning achievements by reporting outcomes, performance information and program adjustments used to boost comprehension.
  • Conquered challenges of working with a highly diverse student population to attain exceptional student achievement.
  • Created lesson plans in accordance with state curriculum and school-wide curriculum standards.

Education Intervention - Special Education

Litchfield Elementary School District
Litchfield, AZ
07.2013 - 06.2014
  • Assisted in creating intervention plans to support individual growth in students.
  • Collaborated with a team to devise and implement developmentally appropriate lessons aligning with school’s philosophy and mission.
  • Helped students master learning concepts through one-on-one and small group teaching.
  • Prepared lesson materials and visual aids to reinforce lesson concepts.
  • Conducted special assessments and tutoring sessions to help support individual student needs.

Education

Computer Science, Accelerated Manager Program (AMP) Alumni - Computer Science, Accelerated Manager Program (AMP) Alumni

Skills

  • Performance evaluation
  • Cross-functional collaboration
  • Data analysis
  • Strong leadership skills and the ability to escalate issues and motivate others for timely resolution with little or no direction
  • Strong teamwork skills and the ability to work productively across various cross-functional departments
  • Strong leadership skills, including project management skills, and demonstrated experience driving projects to completion
  • Performance evaluation
  • Cross-functional collaboration
  • Data analysis
  • Strong leadership skills and the ability to escalate issues and motivate others for timely resolution with little or no direction
  • Strong teamwork skills and the ability to work productively across various cross-functional departments
  • Strong leadership skills, including project management skills, and demonstrated experience driving projects to completion

Timeline

Network Operations Training Supervisor

DoorDash
11.2023 - Current

Support Operations Training Supervisor

DoorDash
06.2021 - 11.2023

Support Operations Trainer

DoorDash
04.2020 - 06.2021

Marketplace Live Operations (Enterprise National )

DoorDash
07.2019 - 04.2020

Apple Software Support

Concentrix
06.2018 - 02.2019

Lead Teacher / Education Intervention

ChildCare Careers
05.2016 - 10.2018

Education Interventionist - ESL

Buckeye Elementary School District
07.2014 - 06.2016

Education Intervention - Special Education

Litchfield Elementary School District
07.2013 - 06.2014

Computer Science, Accelerated Manager Program (AMP) Alumni - Computer Science, Accelerated Manager Program (AMP) Alumni

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Raquel Gutierrez