Thomas Elliot Alexander
Chicago,IL
Summary
Results-driven escalation specialist with a proven track record of leading teams and resolving complex customer issues. Adept at mentoring colleagues, improving processes, and managing high-stakes situations with a calm and analytical approach. Seeking to leverage extensive experience in customer advocacy and team development to excel as an Escalations Team Lead.
Overview
11
11
years of professional experience
Work History
Senior COE Specialist II
Uber
10.2024 - Current
- Directed the strategic resolution of the most critical customer escalations, consistently achieving high levels of customer satisfaction and reinforcing brand loyalty.
- Spearheaded departmental projects by implementing burn-down spreadsheets to manage progress, resulting in increased departmental efficiency, CSAT, and APH; presented key findings to leadership during CX Connect sessions to enhance project visibility and impact.
- Mentored a dedicated pod of junior specialists on best practices for de-escalation and complex problem-solving, significantly increasing their First-Contact Resolution (FCR) rate.
- Proactively identified and analyzed recurring issue trends, leading cross-functional collaborations to implement key process improvements and enhance operational efficiency.
Merchant Premium Support
Uber
10.2023 - 10.2024
- Acted as the designated point of contact for new employees, providing mentorship on case management and call etiquette to accelerate their proficiency.
- Managed and resolved escalated cases for a large portfolio of high-value merchants, consistently maintaining exceptional satisfaction rates.
- Advocated for merchant needs by collaborating with internal product and operations teams, leading to the implementation of new support protocols that improved efficiency.
Quality Team Lead
Rivian Automotive
05.2022 - 09.2023
- Supervised a cross-functional team of quality technicians, elevating the team's defect detection accuracy through targeted coaching and process refinement.
- Provided hands-on training in defect identification and reporting systems, resulting in a substantial reduction in documentation errors.
- Served as the primary liaison between quality, engineering, and production departments, streamlining communication and accelerating issue resolution time.
Acting General Manager
Chipotle Mexican Grill
12.2020 - 05.2022
- Directed daily operations for a high-volume restaurant, leading a large team to achieve significant year-over-year sales growth.
- Developed and implemented new training programs that successfully reduced staff turnover and tangibly improved overall team performance.
- Managed inventory and supply chain logistics, optimizing stock levels to reduce waste while ensuring consistent availability of key menu items.
General Manager
D.P. Dough
06.2015 - 12.2020
- Directed all operational aspects of the business, focusing on service delivery and team performance to ensure a high level of customer satisfaction.
- Co-led talent acquisition initiatives, including interviewing, evaluating, and hiring candidates to build a high-performing and reliable team.
- Developed and implemented strategic staff deployment plans during peak hours to maximize productivity and ensure seamless service delivery.
Education
High School Diploma -
Chicago High School For Agricultural Sciences
Chicago, IL05.2015
Skills
- Team Leadership & Mentoring
- Escalation Management
- Conflict Resolution
- Process Improvement
- Project Management
- Cross-Functional Collaboration
- Stakeholder Relations
- Data Analysis & Reporting
Timeline
Senior COE Specialist II
Uber
10.2024 - Current
Merchant Premium Support
Uber
10.2023 - 10.2024
Quality Team Lead
Rivian Automotive
05.2022 - 09.2023
Acting General Manager
Chipotle Mexican Grill
12.2020 - 05.2022
General Manager
D.P. Dough
06.2015 - 12.2020
High School Diploma -
Chicago High School For Agricultural Sciences