Reggie Washington
Tempe,AZ
Summary
Dynamic professional with a proven track record at DoorDash Inc., excelling in customer service leadership and operational efficiency. Achieved a 95% on-time case resolution rate at Uber Technologies, driving team performance and enhancing satisfaction. Skilled in performance management and adept at fostering strong relationships to optimize outcomes.
Overview
8
8
years of professional experience
Work History
Advanced Specialist, Merchant Sentiment
DoorDash Inc.
Tempe, AZ
01.2025 - Current
- Partner weekly with Account Owners to troubleshoot and resolve complex support issues for Managed Merchants, including payment discrepancies, portal access problems, and menu updates.
- Handle inbound contacts from Managed Merchants experiencing real-time, non-live order support needs (e.g., account login issues, system errors).
- Serve as the primary support liaison for high-revenue/volume Managed Merchants, fostering strong relationships and delivering expert operational guidance.
- Participate in quarterly business reviews and recurring strategic meetings to align on Merchant health and growth opportunities.
- Drive Merchant retention and satisfaction through proactive outreach via phone, email, and Zoom.
- Collaborate with cross-functional teams to escalate and resolve high-priority issues swiftly and efficiently.
- Continuously develop deep expertise in DoorDash systems and tools to drive positive Merchant outcomes.
Trust and Safety Investigator
Uber Technologies Inc.
03.2024 - Current
- Ensured 100% compliance with legal regulations during investigations, effectively minimizing litigation risks and procedural errors.
- Conducted over 500 thorough investigations using email, chat, and phone platforms, uncovering critical case details, analyzing evidence, and delivering actionable recommendations to stakeholders with a 98% approval rate.
- Achieved a 95% on-time case resolution rate by prioritizing tasks and adhering to strict service level and quality agreements, meeting deadlines consistently.
Quality Assurance Auditor
Uber Technologies Inc.
07.2023 - 03.2024
- Performed over 50 quality audits monthly, ensuring 100% compliance with commercial insurance standards and state vehicle inspection regulations, contributing to consistent operational excellence.
- Spearheaded outbound call campaigns and supply initiatives, successfully onboarding 300+ earners within a quarter, exceeding recruitment targets.
- Conducted detailed research and maintained precise data entry across key projects, including wage garnishments and vehicle inspections, achieving a 98% accuracy rate and ensuring high-quality outcomes.
TBI/NHTD Service Coordinator
Professional Care Management of New York
06.2022 - 07.2023
- Delivered high-quality direct care management services while ensuring the maintenance of precise and verifiable documentation for all services provided.
- Designed and implemented detailed service plans, Person-Centered Plans of Operation (PPOs), and other mandated Department of Health (DOH) documentation for assigned participants, achieving compliance and facilitating individualized care.
- Assisted clients and their legal guardians in navigating complex processes, including benefits applications, financial planning, housing arrangements, and related support areas, leading to improved client satisfaction and resource accessibility.
Executive Director
People's Development Corporation
10.2021 - 06.2022
- Fostered a Culture of Continuous Improvement: Empowered staff to enhance their skills by increasing participation in professional development programs by 35%, leading to improved team performance and innovation.
- Expanded Organizational Influence: Successfully formed strategic partnerships with over 15 key stakeholders, resulting in a 25% increase in community engagement and organizational visibility.
- Built High-Performing Teams: Recruited and onboarded top-tier talent, achieving a 20% reduction in employee turnover and cultivating a positive, results-driven workplace culture.
COVID-19 Response Frontline Case Investigator
Public Consulting Group
01.2021 - 02.2022
- Captured critical health data: Recorded symptoms and needs for 100+ individuals in the CRM, ensuring precise data tracking for effective case management.
- Maintained compliance and support: Conducted comprehensive follow-ups with affected individuals, achieving a 95% adherence rate to isolation protocols while providing necessary support services.
- Minimized transmission risks: Identified and notified 200+ close contacts of confirmed cases within 24 hours, significantly reducing community spread.
- Strengthened team capacity: Trained 10 new team members on advanced contact tracing techniques, improving team efficiency by 20% and reducing investigation turnaround times.
Self-Direction Coordinator
Epilepsy-Pralid, Inc.
07.2017 - 01.2021
- Ensured Medicaid Compliance: Regularly audited and updated documentation for individuals self-directing their services, achieving 100% compliance with Medicaid regulations.
- Budget Oversight: Monitored and managed budgets for up to 50 individuals, ensuring accurate financial tracking and adherence to self-direction guidelines.
- Staff Supervision: Supervised a team of self-hired staff, overseeing recruitment, performance evaluations, and conflict resolution to maintain high-quality service delivery.
Education
Master's degree - Community Health Education
Cortland, State University of New York
05.2026
Bachelor of Science - Human Biology
University At Albany, State University of New York
05.2012
Skills
Performance Management: Designed and tracked key performance metrics, conducted regular evaluations, and provided constructive feedback Recognized and rewarded top performers, driving team motivation and consistently surpassing targets
Customer Service Leadership: Successfully resolved escalated customer issues while maintaining exceptional satisfaction rates Championed a culture of continuous improvement within teams, enhancing service delivery
Operational Efficiency: Optimized customer service operations by implementing innovative systems, policies, and reporting structures, resulting in reduced response times and improved service accuracy
Technical Proficiencies
- Microsoft Office Suite
- Slack
- Zoom
- SharePoint
- SQL
- Jira
- Salesforce
- Workday
- Google Workspace (G-Suite)
Timeline
Advanced Specialist, Merchant Sentiment
DoorDash Inc.
01.2025 - Current
Trust and Safety Investigator
Uber Technologies Inc.
03.2024 - Current
Quality Assurance Auditor
Uber Technologies Inc.
07.2023 - 03.2024
TBI/NHTD Service Coordinator
Professional Care Management of New York
06.2022 - 07.2023
Executive Director
People's Development Corporation
10.2021 - 06.2022
COVID-19 Response Frontline Case Investigator
Public Consulting Group
01.2021 - 02.2022
Self-Direction Coordinator
Epilepsy-Pralid, Inc.
07.2017 - 01.2021
Master's degree - Community Health Education
Cortland, State University of New York
Bachelor of Science - Human Biology
University At Albany, State University of New York
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