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Work Background
T-MobileSenior Manager-Resolution & Excellence , Global Care
Oct. 2024-Drive escalation management processes, addressing complex and high-impact issues to ensure swift and effective resolution while minimizing customer impact.
-Provide mentorship and guidance to team members, enhancing their ability to handle critical escalations and improving overall team performance.
-Collaborate with global partner teams (BPO) to streamline workflows and align escalation strategies with organizational objectives.
-Implement and refine processes to optimize resolution efficiency and enhance customer satisfaction through proactive escalation management.
Cash AppService Design and Strategy, Escalations
Nov. 2022 - Jan. 2024Atlanta, Georgia, United StatesLead functional business and design requirements and drove teams across multiple functions to stay aligned on strategic goals.Managed project dependencies by removing obstacles along the way by anticipating issues before they became blockers and proactively resolve them. Led a team of Business Process Improvement Analysts in shaping processes and policies within Customer Experience Shared Services, Risk, and Compliance Organizations.
Cash AppSenior Strategy Manager and Operations
Nov. 2022 - Jan. 2024United States
TwitterGlobal Head Of Content Moderation, User Operations
Jan. 2022 - Nov. 2022Atlanta Metropolitan AreaPartnered with VP and Senior Leaders to collaboratively devise solutions to complex content moderation with an emphasis on misinformation. Overall responsibility for designing/managing processes to protect the integrity of X's ( Formally Twitter) platform for Medical and Election misinformation. I oversaw a team of program managers who were in charge of enforcing policies to combat misinformation. I closely collaborated with different project teams within the organization to ensure that our policies on medical misinformation, election integrity, and crisis management were effectively enforced on Twitter's platform. Through our partnership with the machine learning teams, we were able to improve our tools and detection methods, resulting in a 25% reduction in the requirement for human reviews during the second quarter.
InstacartSenior Executive Escalations & Complaints Manager
Feb. 2020 - Jan. 2022Atlanta, Georgia, United StatesIn less than two months, I led a team of Leads and Critical Escalation Specialists to improve Internal CSAT scores by 30% and the company's Better Business Rating from an F to an A. Our team's main focus was to handle internal and external escalations by utilizing the 5 Why methodology to determine the root causes. We investigated and resolved important incidents involving Customers, Shoppers, and Retailers on various platforms including the Better Business Bureau, Zendesk, Sprinklr, and Slack.
Postmates Inc.Senior Trust & Safety Manager-Merchant Support( Fraud & Risk)
Apr. 2019 - Feb. 2020Greater Nashville Area, TNI oversaw the functioning of two departments, namely fraud loss prevention and fraud investigations.My primary focus was on monitoring the progress of investigation projects and identifying key factors to develop new fraud prevention methods that could improve the process in the long run, in accordance with BSA guidelines. I also analyzed hard codes to keep a check on transactions, including card-not-present, large purchases, geographical mismatches, and out-of-wallet screening.
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