Stephen Delatoba
Phoenix,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Continuous Improvement Specialist
Freshly
11.2021 - 03.2023
- Facilitated cross-functional projects created to analyze and design sequence of operations and workflow to improve execution.
- Conducted studies pertaining to cost control, cost reduction, and production record systems.
- Mobilized problem-solving teams and supporting groups to streamline processes and drive clear business improvement.
- Produced detailed and relevant reports for use in making business decisions.
- Developed KPI's (first contact resolution, decreased handle time by 10%) derived from raw company data to track improvements in organizational efficiency.
- Maintained CX tech stack including: implemented software across cx department, Point of contact for investigating bugs and errors, and evaluated tech performance.
- Compiled weekly "Voice of Customer" reports with focus on rising customer trends
- Conducted quantitative (yes or no) and qualitative surveys on newly launched technologies
- Create SOP's for new technology (Interai, Ada, Zendesk, Jira)
Online Engagement Team Lead
Freshly
11.2020 - 11.2021
- Created weekly team schedules, alternating daily tasks
- Ensured excellent CSAT scores focusing on empathy
- Proficient in using Conversocial to manage live comments and private chats across Facebook, Twitter, and Instagram.
- Managed customer reviews through major review sites such as: Yelp, ResellerRatings, Consumer Reports, BBB, and Trustpilot
Customer Experience Senior Associate
Freshly
11.2019 - 11.2020
Customer Experience Associate
Freshly
11.2018 - 11.2019
Education
General Studies
Mesa Community College
Mesa, ArizonaSkills
Analyze Data within data warehouses; Looker, Zendesk Explore
- Continuous Improvement Strategies
- User Acceptance Testing (UAT)
- Project Management
- Triage and troubleshoot issues related to saas programs
- Saas Management (Zendesk, Interai, Lang, Ada, Conversocial) - Optimization and performance audits
- Testing new ideas and processes - change management
- Cross-departmental collaboration
Certification
- Technical Support Fundamentals Training - January 2023
Timeline
Continuous Improvement Specialist
Freshly
11.2021 - 03.2023
Online Engagement Team Lead
Freshly
11.2020 - 11.2021
Customer Experience Senior Associate
Freshly
11.2019 - 11.2020
Customer Experience Associate
Freshly
11.2018 - 11.2019
General Studies
Mesa Community College
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