Manager Customer Service

Aaron Shelley

adjv0e@r.postjobfree.com 312-***-****

linkedin.com/in/aaronmshelley

Summary

Highly experienced customer support project leader with extensive background developing and managing some of the fastest growing customer service departments of all time, working for hyper growth companies such as Uber and Groupon. Broad experience and passion for driving strategic initiatives and operational improvements to vastly improve customer support programs.

An early strategist and pivotal contributor for startups that quickly morphed into successful global operations

High level background identifying customer service needs and gaps, developing effective and sustainable systems, training programs and processes to deliver best-in-class service to stakeholders and end users

Able to quickly identify trends and implement strategies to stay ahead of the curve

Exceptional business research experience, able to drive innovative programs to align with often complicated local regulations and nuances

Thrive in entrepreneurial, fast-paced environments with proven strengths developing high performing, agile teams, able to quickly scale-up teams, systems and process for slightly insane hyper growth companies

Driven by customer empathy and user experience to deliver high quality, streamlined programs and engagement Currently Operations Project Lead on scale-up and performance of the Driver Support programs for Uber, developing policy and process, training and vendor development and continuous service improvements for global driver network.

Interested in networking, new contacts, or maybe just get the bass out and jam with ya, or other interesting opportunities. Contact me via LinkedIn messaging or direct at adjv0e@r.postjobfree.com. Experience

Sr. Manager, Member Experience

Bright Cellars

Jun 2020 - Present (6 months +)

Lead a support department of 40 high performing, highly engaged managers and support reps Improved customer retention by almost 3X ~ from 9% to 28% Improved productivity by 30%

Implemented first quality assurance program

Chicago Service Operations Manager

Bevi

Jul 2019 - Dec 2019 (6 months)

Project Manager Customer Experience

Uber

Nov 2016 - Jul 2019 (2 years 9 months)

Aaron Shelley - page 1

Leading the scale-up and performance of the Customer Support department & programs, including policy and process implementation, training and vendor development, content and resources. Drive continuous service improvements for our network of drivers.

• Lead expansion and scaling efforts to support what is now one of the largest customer support networks in the world (when initially started at Uber we had just 150 agents)

• Work closely with legal, engineering and marketing to develop improved driver and customer support product features and programs

• Scaled inbound phone support processes which became our most used modality after mid-2017 launch

• Provide quarterly international site visits to strengthen BPO vendor relationships

• Co-lead segment Driver support by contact reason, to improve agent subject matter expertise

• Responsible for the the performance and success of 1k+ BPO based agents across four sites

• Revamped content and resource strategy for the driver support agents to improve service ratings

• Improved quality scores more than 25% working with BPO vendors on process and resource improvement and policy adherence

• Improved most contact type’s CSAT scores by nearly 30% after implementing an incentive policy and adherence to policy and process initiative

• Increased agent NPS scores on average 15% across all internal and external sites by creating feedback loops and listening sessions

Operations: Cross Functional Project Lead

Uber

Nov 2015 - Nov 2016 (1 year 1 month)

Built and implemented escalation process and feedback loop between driver support and local operational teams (dubbed Pull the Cord), working closely with Support and Local Ops stakeholders to ensure programs and policies align with differing and complex local regulations. Focused on relationship building with local operational teams in US and Canada, developing a network of informed decision makers in each major city due to the varying and complex regulatory framework

• Standardized countless city-specific process and policies into manageable and scalable support processes at country level, vital to support the growth of Uber and department metrics

• Developed feedback loop between local decision makers and frontline support agents to show local decision makers where the top customer pain points were in their city. This process was so successful and well received that it was later adopted throughout the entire global operation Community Operations Manager

Uber

Aug 2014 - Nov 2015 (1 year 4 months)

In the early days of Uber support, hired to develop the vision, strategy and scalable program for Uber’s newly formed Customer Service Department, developing a tracking system, content strategy and support responses, policies and processes.

• Developed a tiered support system, later migrated Tier 2 support to top performing BPO

• Led development of business-critical safety related contacts and post mortem reviews to improve the safety and effectiveness of the platform going forward

• Pivotal role in developing version 1.0 of North American content strategy for driver support

• Hired, trained and mentored CSRs at Uber’s first-ever contact center, and worked closely to develop dedicated full-time CSRs

• Worked late into the night most nights (#startuplife) during the development and launch of programs that would set the company up for fast scalable support growth Aaron Shelley - page 2

• Slept rarely, but ate well

Resolutions Team Manager

Groupon

Aug 2013 - Aug 2014 (1 year 1 month)

Successfully built an escalations support program for Groupon customer support while managing and developing a team of 18 Senior Customer Service Representatives to deliver innovative ideas and processes to improve merchant service programs. Provided program leadership on strategies to resolve issues and escalations in quick fashion to improve brand reputation and marketing initiatives.

• Managed the merchant facing side of customer support to create process and programs to resolve high-impact/high-deflection issues

•Assessed risk and potential deal fraud.

•Provided guidance on improving programs and applications to address issues arising between merchant and customer to prevent escalated conflicts and address merchants and customer disputes. Customer Service Manager

Groupon

Apr 2012 - Aug 2013 (1 year 5 months)

Managed and mentored a team of highly engaged and high performing CSR’s. Hired, trained, coached and mentored the team which continuously exceeded targeted goals.

• Handled escalated customers

•Worked closely with QA, Engineering and Ops roles

• Side projects included Marketing Liaison and point of contact on new products and features Assistant Customer Service Manager

Groupon

Dec 2011 - Apr 2012 (5 months)

Team coach / escalations manager

Promoted to Customer Service Manager within 5 months Customer Service Representative

Groupon

Dec 2010 - Dec 2011 (1 year 1 month)

A scrappy upstart at a scrappy start-up that very quickly became the fastest growing company of all time (that is, before Uber). Started as contract worker, hired to permanent status within first 30 days

• Mentored-trained new hires as company scaled up quickly and customer service needs grew Education

The Evergreen State College

Bachelor's degree, Arts and Humanities

2005 - 2009

Licenses & Certifications

Management Fundamentals - American Management Association Aaron Shelley - page 3

Issued Jun 2013 - Expires Jun 2013

Triple-Threat Project Professional - LinkedIn

Business Acumen for Project Managers - LinkedIn

Customer Service: Creating Customer Value - LinkedIn Customer Advocacy - LinkedIn

Creating and Giving Business Presentations - LinkedIn Developing Your Emotional Intelligence - LinkedIn

Skills

Management • Customer Service • Customer Satisfaction • Project Management • B2B • Data Analysis • Social Media Marketing • Customer Experience • Business Process Improvement • Vendor Management

Aaron Shelley - page 4

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