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Work Background
SundayTier 2 Team Lead
Jan. 2025United States• Lead Tier 2 support operations, specializing in customer escalations and complex issue resolution related to lawn care, account management, orders, and refunds. • Serve as a go-to expert for frontline agents, providing real-time guidance and solutions to enhance service quality and team performance. • Cross-train with the Yard Advisor team to deepen product and lawn care expertise, strengthening both individual and team knowledge. • Assist with training of new agents, while continuously contributing ideas to improve training content and delivery methods. • Collaborate cross-functionally to identify and implement process improvements that streamline workflows and elevate the customer experience.
TikTokUSDS TIER 2 AGENT
May. 2023 - Oct. 2024Nashville, Tennessee, United StatesTier 2 Agent: Handled over 20,000 outstanding tickets across Seller, Buyer, and Creator
queues to prepare for TikTok Shop launch. Achieved a 98-100% quality compliance score, and boosted the customer
satisfaction rate by 46%. Investigated and resolved seller registration, shipping, and payout
issues. Assisted with campaign and ad inquiries, and addressed account
suspensions and shop violations. Resolved creator account violations, suspensions, and commission
payout issues. Processed refunds and customer rewards while managing order-related
concerns. SWAT High Risk Escalations Team: De-escalated high-risk issues for sellers, buyers, and creators to mitigate
potential lawsuits and negative PR. Handled 40+ escalated cases daily in a high-volume environment, with
200+ new cases. Independently managed four lines of business for three months,
collaborating with cross-functional teams, and legal to develop efficient
resolution processes. Designed and implemented Standard Operating Procedures (SOPs) and
new workflows for the SWAT Team, streamlining issue resolution. Trained four employees, building a sustainable team that
resolved backlogs and reduced ticket queues. Partnered with global sellers to resolve complex, high-risk issues, while
ensuring compliance with company standards. SWAT High Risk Escalations Team: Managed escalations for TikTok Shop creators and sellers on Discord,
Facebook, and Reddit, supporting special programs and high-risk. Developed processes for managing a Discord server with over 5,000
users across four programs, increasing engagement by 80%. I moderated multiple Discord servers to ensure adherence to
community guidelines. Handled over 100 daily cases, resolving more than 1,000 account
violations and suspensions. Served as the primary liaison between cross-functional teams and
stakeholders, ensuring seamless communication and issue resolution. Provided campaign updates, policy communications, and rewards
distribution support.
Urbanex Pest ControlTalent Acquisition Coordinator
Jan. 2023 - May. 2023Nashville, Tennessee, United StatesPartnered with hiring managers to understand requirements and coordinated interviews. Utilized social media and recruitment tools to source qualified candidates. Facilitated job fairs and college recruitment events to attract top talent. Reviewed applications and referred qualified candidates, providing hiring recommendations.
Western ExpressRecruiting Specialist
Jun. 2022 - Dec. 2022Nashville Metropolitan AreaIdentified top talent and managed candidates throughout the hiring process. Leveraged applicant tracking systems to streamline sourcing and hiring decisions. Conducted interviews, evaluated qualifications, and facilitated new hire onboarding.
Postmates by UberFLEET SUPPORT/ (PLOS)/ TRUST AND SAFETY
Jul. 2018 - Nov. 2020Nashville Metropolitan AreaTrust and Safety Agent (January 2020 – November 2020) Mitigated escalations to prevent lawsuits and negative PR. Identified phishing attempts and terminated malicious accounts. Addressed abusive behaviors among merchants, contractors, and clients. Live Order Support Agent (PLOS) (February 2019 – January 2020) Monitored orders to ensure timely deliveries, and assisted with order
inquiries. Managed reimbursements for merchants, and reassigned unclaimed
orders. Fleet Support Agent (July 2018 – February 2019) Assisted drivers with locating merchants or customers, and resolved
promotion payout issues. Reviewed accounts and conducted background checks for eligibility.
AsurionTechnical Support Specialist
Feb. 2016 - Jul. 2018Nashville, Tennessee, United StatesProvided remote assistance for technical issues on computers, tablets,
and devices. Collaborated with software development teams to address bugs and
errors. Mentored junior team members to enhance performance and reduce
ticket resolution times.
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