Victoria Lemke
Spokane Valley,WA
Summary
I have always been a driven and passionate person. My goal is always to make a difference and leave a positive mark everywhere I go. My work with the elderly gave me the skills to handle a multitude of difficult situations including assisting grieving family members in times of death. I am also extremely patient and was excellent in assisting residents with physical and mental disabilities. I am CPR/First Aid/ AED certified and have had to use these skills as a security guard. In each of the many types of jobs I have held, I always did my job with dignity and respect. Recently, my work at Rover.com has greatly helped broaden my skill set and pushed me out of my comfort zone to help a start up reach huge milestones and successes. I am now efficient in reviewing and processing claims associated with injury and/or loss as well as accessing each incident and providing guidance and feedback to each user.
Overview
16
16
years of professional experience
Work History
Operations Manager, Trust and Safety
Rover.com
06.2021 - Current
- Managed personal team of 8+ agents
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed specialized team of 20+ agents that rotate quarterly, facilitating training and nesting needs as well as schedule planning and ensuring appropriate coverage.
- Ran holiday strike teams for every major holiday to ensure customers were always supported as volume increased.
- Assisted in successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Facilitated smooth collaboration between departments through clear communication channels.
- Spearheaded process improvements, resulting in increased productivity and more efficient workflows to ensure customer satisfaction.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Handled staff training initiatives aimed at up-skilling the workforce to meet needed skill levels.
Trust and Safety Senior Lead
Rover.com
08.2017 - 06.2021
- Executed call control while working with highly escalated users.
- Ability to convey empathy and assist users during times a trauma and stress.
- Triaged emergencies to ensure care while always maintaining safety.
- Excelled in a fast pace environment while constantly having to adapt to a multitude of different circumstances.
- Developed and implemented multiple new processes to help streamline work and ensure efficiency.
- Assisted our management in Safety and Enforcement to improve and test a new deactivation policy with the goal of continuing to improve safety and reduce risk on the platform.
- Actioned leadership callbacks for my Supervisors to help deescalate situations.
- Interviewed potential new hires while focusing on Rover's Core Values and ensuring a good fit.
- Maintained specific SLA's while executing my job with speed and efficiency as well as received the highest possible score during annual reviews which must be a unanimous decision between leadership.
- Continuously championed new changes within the department and helped co-workers adjust.
Shelter Technician
SCRAPS
01.2015 - 05.2017
- Keep the kennels clean, provide food and water for all animals
- Maintain a healthy environment for everyone in the facility
- Provide basic health care for the animals as they come into the shelter
- Microchip and vaccinate animals as needed
- Assist potential adopters in finding the right companion for their home
- Performed euthanization for injured or sick animals following consultation with owners or per veterinary standards
Security
Hard Rock Hotel San Diego
08.2011 - 11.2014
- Provided security for the hotel, two night clubs, and summer pool parties
- Wrote many different types of reports
- Worked closely with local law enforcement to keep our hotel safe for all patrons
- Stopped altercations between hotel and bar patrons using the appropriate force which ranges from verbal communication to citizens arrests and applying handcuffs
- Handled all medical calls and emergencies with experience in CPR application
- Prevented crime on the property and testify for court cases
- Assisted over-intoxicated patrons, ensuring they get somewhere safely which can include ambulance calls for some
- Ability to apply conflict resolution skills and to turn a negative situation into a positive one
- Worked security for large parties with approximately 6,000 people on property.
JV Softball Coach
Torrey Pines High School
02.2011 - 05.2011
- Hosted practices and coached games
- Taught good sportsmanship and a healthy competitive nature
- Worked with the varsity coaches to make sure the girls had the highest level of success possible.
Care Manager
AEGIS At Shadowridge
11.2007 - 09.2009
- Aegis at Shadowridge Assisted elderly residents with bathing, eating, dressing, and overall hygiene including using the restroom and emptying catheters
- Monitored residents overall heath and happiness
- Defused arguments and applied conflict resolution skills
- Kept the rooms clean and clutter free to avoid accidents
- Assisted family members in times of death of a loved one
- Successfully completed courses to be permitted to administer medications to the residents
Education
POST Certificate -
Palomar College Police Academy
San Marcos, CA12.2010
Skills
- Excellent report writing skills
- Efficient with Microsoft Office and quick to learn new programs
- Efficient with Zendesk and TalkDesk platforms
- Excels in organizational skills
- Conflict resolution and deescalation
- Daily workflow improvement
- Team player
- Animal handling
Accomplishments
- Received a letter of gratitude from the General Manager for diffusing a domestic violence situation
- Received an award for going above and beyond in assisting an intoxicated female.
Timeline
Operations Manager, Trust and Safety
Rover.com
06.2021 - Current
Trust and Safety Senior Lead
Rover.com
08.2017 - 06.2021
Shelter Technician
SCRAPS
01.2015 - 05.2017
Security
Hard Rock Hotel San Diego
08.2011 - 11.2014
JV Softball Coach
Torrey Pines High School
02.2011 - 05.2011
Care Manager
AEGIS At Shadowridge
11.2007 - 09.2009
POST Certificate -
Palomar College Police Academy
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