Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sydney Gates

Dallas,TX

Summary

Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

7
7
years of professional experience

Work History

Senior Marketplace Resolution Manager

Field Nation
11.2023 - Current
  • Serve as point of escalation for our Tier 1 support team
  • Assist Customer Success Team with "High-Potential" clients to ensure the fastest path to value
  • Mentor and train less-experienced team members
  • Align with sales/account management/provider success to ensure consistent feedback and best practices are shared with all our users
  • Ensure current internal process documentation is accurate/up to date
  • Communicate cross-functionally to investigate issues and determine aligned solution(s)
  • Log “Voice of the Customer” tickets and participate in ongoing product enhancement discussions
  • Developed detailed plans based on broad guidance and direction.

Marketplace Resolution Manager

Field Nation
10.2022 - 11.2023
  • Serve as point of escalation for our Tier 1 support team
  • Mediate critical disputes cases between Field Nation’s users
  • Handle any user escalations that may come directly to/from executive team
  • Assist with the suspension/deactivation of user accounts as needed
  • Mentor and train less-experienced team members
  • Align with sales/account management/customer success/marketplace talent to ensure consistent feedback and best practices are shared with all our users
  • Ensure current internal process documentation is accurate/up to date
  • Communicate cross-functionally to investigate issues and determine aligned solution(s)

Executive/ Legal Escalations

Peloton
11.2021 - 10.2022
  • Assist with Legal and Executive escalations such as major injuries, deaths, thefts, property/vehicle damage, harassment, Attorney General complaints
  • Respond directly to Better Business Bureau complaints and follow up with any additional issues that may come
  • Work directly with CEO Barry McCarthy and Team to determine and address the breakdown of worldwide delivery issues
  • Develop processes to better improve business practices
  • Approve, fill out and sign members Health Insurance Reimbursement forms
  • Assist with diagnosing hardware/software issues at an Executive level
  • Coordinate sending equipment to our Legal litigation hub
  • Reported issues to higher management with great detail.
  • Identified trends and assessed opportunities to improve processes and execution.

Senior Member Support Associate

Peloton
11.2020 - 11.2021
  • Answered complex member inquiries through various channels
  • Gave direction to junior team members
  • Worked on special projects
  • Expert in products and policy
  • Maintained a high level of productivity in various LOB channels
  • Created, prepared, and delivered reports to various departments.

Member Support Associate

Peloton
07.2020 - 11.2020
  • Resolved inquiries from members regarding Bike, Tread and App Access
  • Managed live channels while completing tickets
  • Maintained positive customer relations
  • Ensured that members who interacted with the company's products or services had a positive experience
  • Worked collaboratively with a diverse team to provide solutions to members

Operations Manager/ Supervisor

RWG Ventures
06.2018 - 11.2019
  • Managed and sold products to all ecommerce platforms (Shopify, Amazon, Google, Ebay, Facebook Marketplace)
  • Developed ecommerce sales strategy
  • Helped the team understand and reach metrics
  • Created training documents to ensure company standards were met
  • Assisted in resolving emergencies
  • Assisted in onboarding and offboarding agents
  • Addressed customer escalations via phone/email

Education

Some College (No Degree) - Health Sciences

Eastern Connecticut State University
Willimantic, CT

General Studies

Manchester Community College
Plano, TX

Some College (No Degree) - General Studies

Prairie View A&M University
Prairie View, TX

Skills

  • Client relationship management
  • Positively represent an org under challenging situations while remaining a neutral third-party mediator
  • Proficient in balancing structure and judgment
  • Ability to stay calm and deliver fair/accurate solutions during high-stress situations
  • Previous experience working with Support CRM tools like Salesforce (Servicecloud), Zendesk, etc
  • Arbitration and mediation experience
  • Ability to create lasting impressions
  • Skilled in fostering inter-departmental teamwork
  • Results-oriented self-starter dedicated to surpassing standards
  • Experience managing client relationships

Timeline

Senior Marketplace Resolution Manager

Field Nation
11.2023 - Current

Marketplace Resolution Manager

Field Nation
10.2022 - 11.2023

Executive/ Legal Escalations

Peloton
11.2021 - 10.2022

Senior Member Support Associate

Peloton
11.2020 - 11.2021

Member Support Associate

Peloton
07.2020 - 11.2020

Operations Manager/ Supervisor

RWG Ventures
06.2018 - 11.2019

Some College (No Degree) - Health Sciences

Eastern Connecticut State University

General Studies

Manchester Community College

Some College (No Degree) - General Studies

Prairie View A&M University

Similar Profiles

CREATE PROFILE