Whitley Romero
New York,NY
Summary
Customer Manager offering a 14-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to improve customer service processes and garner stellar customer feedback proactively.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
Melio
08.2021 - Current
- Managed 8 Omni-Channel Support Agents and 3 Social Media Support Specialists to provide exceptional customer service to our users on multiple channels.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and ongoing performance assessments of current employees.
- Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values.
- Compiled and analyzed data to determine approaches to improve performance from Q1 to Q2.
- Achieved established KPI targets for our department in Q2, with 100% of the team meeting bonus goals.
- Coached and promoted high-achieving employees to fill leadership positions with qualified staff and boost company growth.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Team Lead II
Uber Technologies
08.2018 - 08.2021
- Managed 12 in-person and virtual Uber Support Specialists and Senior Support Specialists.
- Conducted weekly auditing of in-person and virtual customer support interactions to ensure quality compliance and performance standards by Support Specialists.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Cascaded weekly and ad-hoc support/policy updates to support specialists and appropriate cross-functional stakeholders
- Oversaw schedule adherence, distributed support policy updates in morning standups, managed and analyzed support floor operations/foot traffic patterns, and de-escalated interactions.
- Acted as Hiring Manager, planning/conducting on-site interviews by posting new roles, screening resumes, coordinating with recruiters, and completing Post-Interview Assessments
- Onboarded new employees in conjunction with HR by conducting orientation hours, administering on-the-job training, monitoring training progress, and handling employee information
- Completed weekly/monthly site inspections to ensure facility is compliant with EHS/OSHA requirements and manage risks to prevent workplace injuries that align with EHS/OSHA standards
- Managed relationships with external vendors for facilities, vehicle solutions, and lunch catering
- Trained new team members by relaying information on company procedures and safety requirements
Education
Bachelor of Science - Criminal Justice granted
Monroe College
Skills
- Jira, Salesforce
- Workday
- Zendesk
- G-suite
- Greenhouse
- Microsoft Office Suite
- Performance Management
- Change Management
- Remote Team Management
- Team Recruiting and Onboarding
- Operating Procedures and Policies
- Team Leadership
Timeline
Customer Experience Manager
Melio
08.2021 - Current
Team Lead II
Uber Technologies
08.2018 - 08.2021
Bachelor of Science - Criminal Justice granted
Monroe College
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