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Work Background
Host of The Startup Smoothie Podcast
SmoothenHost of The Startup Smoothie Podcast
Feb. 2023Blending together the best customer experience and operations strategies for startups. In each episode, we bring in industry experts to share their insights and advice on a wide range of topics relating to CX and startup operations.
CX Strategist
QuilCX Strategist
Oct. 2022Quil is a financial wellness membership program that provides comprehensive benefits, including layoff insurance and health and wellness benefits. As a CX Strategist at Quil, I am responsible for developing and executing customer experience strategies to drive business growth and improve customer satisfaction.
CX Strategist & Founder
SmoothenCX Strategist & Founder
Jul. 2021Avoid years of labor costs with efficient customer experience operations, from the start. Smoothen is a full-service customer experience solutions firm that offers a comprehensive range of services to meet the needs of our clients. Our services include CRM development, agent training and development, complete outsourcing of customer support, development of standard operating procedures (SOPs), payment and chargeback management, building of help centers and knowledge bases, mapping customer journeys, data development and tracking, and chatbot implementation. Our goal is to provide our clients with customized and comprehensive solutions that will help them enhance their customers' experience and drive business growth.
Consumer Operations, Privacy.com
LithicConsumer Operations, Privacy.com
Feb. 2020 - Oct. 2022RemoteHelped contribute to the standardization and scalability of our implementation of Zendesk, with a focus on improving the customer experience. This included helping to build out standard operating procedures for our CX, Disputes, Compliance, and Business Onboarding departments, as well as training new support agents and promoting the growth of Zendesk skills across the organization. Responsibilities: Reporting on timelines, milestones, and SLAs to ensure visibility into goal-meeting. Upheld strict and consistent standards of process documentation for distribution to internal support agents. Managed CX support JIRA boards to standardize bug reporting and minimize the inefficacy of engineering resources. Designed metrics in Explore to reduce cherry-picking and motivate and incentivize agents.
Director of Customer Support
ScentbirdDirector of Customer Support
Jan. 2018 - May. 2019New York, New YorkManaged a team of 16 support agents, communicated clear job expectations, and conducted monthly performance reviews. Maintained and executed new leadership onboarding initiatives to enhance the career path experience Responsibilities: Utilized data in Metabase and Zendesk to identify areas of opportunity and develop action plans to improve KPIs and close performance gaps. Conducted weekly 1:1 meetings with support agents Reviewed, researched, and resolved debit/credit card dispute cases in accordance with card brand regulations, policies, and procedures. Developed payment process improvements and support opportunities related to dispute trends. Designed a knowledge management framework to minimize the need for customer support and internal escalations.
Fraud Analyst, Team Lead - Account Security & Risk
UberFraud Analyst, Team Lead - Account Security & Risk
Nov. 2014 - Jan. 2018Phoenix, Arizona, United StatesWorked closely with rider and driver community team leads to investigate patterns of fraudulent activity on the darknet. Conducted stand-ups with managers remotely and in-house to discuss big picture ideas and goals. Trained and created macros for new fraud trends on a weekly basis to ensure support agents were equipped to resolve all new incoming/developing issues. Used Zendesk analytics to improve macro CSAT responses and shape KPI requirements for fraud agents. Allocated work time to resolving Zendesk tickets, regardless of outside responsibilities to set not only a standard for fraud associates on my team but to also ensure familiarity with ongoing issues impacting the customer experience/resolve times.
ATO Fraud Analyst
UberATO Fraud Analyst
Sep. 2014 - Nov. 2014Phoenix, Arizona, United StatesWorked with a dedicated focus on Account Takeovers and User Account Security. Assisted engineering teams to implement new account triggers for evolving fraudulent activity on the platform.
Tier 2 Rider Support
UberTier 2 Rider Support
Jun. 2014 - Sep. 2014Phoenix, Arizona, United StatesResolved complex customer support issues that have been advanced by other customer support specialists within the network. Built strong relationships and worked in partnership with internal partners including program, content, and technology teams. Filed bug reports for issues that needed engineering fixes. Rerouted inappropriately escalated customer support issues to appropriate teams and provided feedback on how the issue should have been resolved at first touch.
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