Customer Success and Operations professional

Lead and support a remote team of customer service professionals handling safety-related escalations and complex customer issues. Coach team members on customer experience standards, compliance requirements, quality assurance, and performance expectations. Monitor and improve operational metrics including CSAT, quality scores, compliance adherence, and average handle time. Utilize AI-powered tools including Fuel iX, Work Assist, and Google Gemini to improve workflow efficiency, research capabilities, and team productivity. Collaborate with operations, workforce management, and quality teams to optimize support coverage and service delivery.

Provided customer support for a major rideshare platform, resolving account, policy, and safety-related inquiries through remote support channels. Managed a high-volume case queue while maintaining quality, compliance, and customer experience standards. Investigated and resolved customer concerns using internal systems, CRM platforms, and knowledge resources. Documented customer interactions and case outcomes accurately to ensure operational consistency and compliance. Leveraged AI-assisted tools to improve issue resolution speed and support effectiveness.

Managed multi-region operations supporting commercial, municipal, and regulatory clients throughout Central and Eastern Washington. Directed and coordinated a distributed workforce of 25–30 field professionals, overseeing scheduling, performance, resource allocation, and service delivery. Served as the primary liaison for city water departments, county agencies, commercial clients, and state regulatory organizations. Managed operational budgets, workflow planning, customer communications, and service scheduling across multiple territories. Led compliance initiatives involving inspections, reporting, documentation, and regulatory requirements in highly regulated environments. Implemented process improvements that enhanced operational efficiency, service quality, and customer satisfaction.

Managed complex portfolios involving investigations, compliance oversight, risk assessment, and strategic case management. Conducted detailed research using databases, public records, and investigative resources to verify information and support case resolution. Built and maintained productive relationships with clients, legal professionals, government agencies, and community stakeholders. Prepared detailed reports, affidavits, compliance documentation, and case records while ensuring accuracy and regulatory adherence. Applied conflict resolution, negotiation, and crisis de-escalation techniques to resolve sensitive situations and mitigate organizational risk.