Customer Service Specialist

Responsible for designing, configuring & continual optimization of the Lyft digital & in-person experiences.
Captured data and feedback from clients relevant to the functionality of mobile applications & the rider experience, such as availability, pricing, rider accommodations, wait times, safety & overall usability.
Educated users on mobile application use and accessing features such as updating requests, canceling fares, modifying destinations, safety features, self-help features & compliance.
Identified trends related to customer engagement, feedback & complaints related to mobile application performance, accessibility, and rider feedback then delivered feedback to cross-functional workgroups.
Navigated complex software to capture destination data and rider preferences from clients, then acknowledges requests in the designated & prescribed quality time frame.
Implemented safety protocol when transporting clients to and from destinations to reduce significant safety events and financial exposure such as accidents, injuries, mental & emotional distress.
Transported clients to and from destinations using destination data and approved GPS tracking devices.
Used assistive technology to navigate traffic, anticipate delays, and avoid road closures to increase safety and reduce ride times for clients.
Provided remarkable service at every interaction by building communication pipelines between clients & providing timely updates and clear communication throughout the process.

Responsible for managing a portfolio of high-value accounts, including relationships, the customer experience, and all aspects of account maintenance, system & machine functionality.
Consistently & routinely analyzes account data and trends to anticipate the client’s needs including technical support, cash machine replenishment, or the implementation of products & services.
Coordinates the dispatch of cash replenishment when data trends signal low inventory then provides supervision & oversight from dispatch until completion, intervening when needed to meet deadlines.
Conducts remote diagnostics when signals indicate technical issues are impacting machine performance, then analyzes diagnostic data to pinpoint malfunctions, uses findings to assign tickets to appropriate teams.
Monitors technical support team assignments until technical issues are resolved and functionality is restored then delivers full reports to the client.
Serves as the point of contact for all account-related questions and queries via phone and email.
Uses key data insights from transactional data, customer feedback, and other sources to make product & service recommendations needed to improve operations & drive profits for clients.
Leads the implementation of product enhancements along with full & large-scale projects using waterfall methodology until desired results are achieved.

Provided supervision, oversight & accountability for daily front-of-house operations.
Interpreted data to project daily business demands then delegated tasks and assignments to subordinates accordingly along with action plans for managing customer influx during busy periods.
Oversaw the timely and quality completion of assigned tasks and provided coaching when appropriate.
Responded to escalations with a customer-first approach, then worked to de-escalate situations and provide viable remedies that encouraged consumer loyalty.
Partnered with management to complete in-store marketing and merchandising projects.
Developed internal operating procedures and best practice guides for front-line contributors.
Responsible for managing and mitigating risks associated with cash handling and consumer safety.
Enforced compliance with safety facets and cash handling facets.

Provided supervision, oversight & accountability for daily operations.
Responded to customer escalations & escalations related to teller transaction limits.
Interfaced with clients in multi-dimensional environments to assess their existing banking relationship in comparison to their stated and unstated financial goals and needs.
Partnered with internal constituents to support client referrals by receiving referrals and routing files to internal partners when appropriate.
Built a strong rapport with clients then served as a trusted advisor for product & service recommendation, implementation, account maintenance, and risk management.
Ensured that referrals and marketing efforts complied with all ethical & regulatory compliance facets.
Evaluated risks associated with new accounts and referrals then assisted clients with overcoming risk-related adversity while also protecting internal assets and internal exposure.
Conducted compliance audits to ensure account actions complied with all regulatory compliance facets then identified gaps & deficiencies & determined if gaps represented material breaches.
Partnered with internal contributors to train on compliance protocol and corresponding policies then monitored the impact of training by reviewing progress post-training.
Identified trends impacting local branch operations such as fraud and financial crimes then performed root cause analysis to determine the root cause of non-detection.
Used findings to develop site-specific standard operating procedures and best practices to reduce risk.
Assisted with bank-level investigations by serving as the intake coordinator & liaison for all investigative functions.

Integrative Studies with Specializations in Psychology, Business & International Studies