Travis Olson

• Creating operational guidelines and strengthening internal process efficiencies by collaborating with partners to identify, build, and ramp knowledge base to CS teams, building team cohesion and support consistencies
• Spearheading taskforce to analyze lost revenue of user non-payments, resulting in an overall collections effort to capture ~$100k in outstanding debts
• Acting as interim Customer Support Manager to provide uninterrupted agent support while allowing for greater onboarding and training support
• Serving as liaison between management and frontline agents to provide leadership, training and escalated customer concerns
• Founding member of several teams designed to identify operational inefficiencies and create revenue and user retention measures

• Onboarded and managed customer accounts during their pre-launch phase and entire lifecycle, including technical support, providing development support for large accounts requiring specialized and advanced tooling guidance, while creating content and manage all departmental social media activities
• Distinguished as a top performer, achieving 140% of targeted goals
• Selected by management to train new team members
• Subsequently many of these employees were recognized as top-performers
• Collaborated with Product Development to simplify and streamline app capabilities, which improved the overall user experience and resulted in a 15% increase in customer satisfaction scores, and reduced user churn

• Built an operations team and managed the implementation of a newly created program offering live support for the Twitter platform
• Led a team of 10 Team Leads who supported customer-facing Twitter agents
• Served as the liaison between Twitter's senior executives and relevant TaskUs internal partners to identify needs and provide platform solutions
• Coordinated and presented quarterly and weekly business reviews that included data analytics from initial launch to rapid growth phases and ultimate sunset
• Data management related to employee performance and user engagement
• Reviewed content relevancy to provide greater platform security and moderation
• Managed resource needs to secure funding for expansion and the launch of Twitter Blue

Following Lyft’s acquisition of FlexDrive, charged with incorporating the new fleet into t
Lyft system. Managed a leadership team of four senior associates who supported 30 CX
representatives. Oversaw all vendor negotiations and relationships. Oversaw regulatory
compliance to include licensure, insurance and driver qualification

● Within six months, built Atlanta’s original vehicle rental location and managed the acquisition and deployment of a 2,000 unit fleet, ensuring local and state regulatory compliance.
● At the onset of the COVID pandemic, introduced safety protocols for drivers and staff that mitigated overall business risk and positively impact employee retention and leveled CSAT while maintaining fleet utilization.