TARENCE JOSHUA

Phoenix, AZ · 602-***-****

adwg4h@r.postjobfree.com

I am a results-driven and flexible leader with a solid background in customer service and sales. I have a strong work-ethic and comprehensive experience in leading multiple levels of associates and leaders through complex situations in a calm and productive manner. I have the ability to innovate in a fast paced environment while meeting and exceeding service metrics.

EXPERIENCE

OCT 31ST 2020 – NOV 30TH 2022 (LAID OFF)

OPERATIONS MANAGER/ TRUST & SAFETY, DoorDash Co.

Hired, trained and supervised staff, peers and new hires.

Managed a team of up to 25 teammates while collaborating and troubleshooting important issues for Merchants

Conducted 1:1 coaching sessions with direct reports, developing collaborative SMART plans to support business goals and initiatives

Helped promote retention and overall customer service success through service and support across the Merchant department

Worked closely with Workforce planning team and vendor teams to plan, skill and staff service levels.

Managed performance reviews for direct reports quarterly and annually.

JUNE 30TH 2014 – JULY 24TH 2020

OPERATIONS LIVE SUPERVISOR, Asurion

Managed multiple teams of up to 15 experts ranging from Tech Coaches to Peer advisors.

Weekly 1:1 coaching’s with additional “in the game” feedback provided to close coaching loop

Managed timecards, corrections, and approvals completed weekly.

Prepared regular reports, attendance and performance reviews quarterly and annually.

EDUCATION

2007

HS DIPLOMA, Mountain Ridge H.S

2011

BACHELORS DEGREE, Northern Arizona University

It’s okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too.

SKILLS

Ability to use a variety of systems including Microsoft, Apple software, Aspect (Planning), Kronos and more..

Created a system to “Do, Defer and Delegate” tasks

Effective and efficient coaching strategies to drive performance & execution

Service focused with an approachable character

Follows procedures and strives to understand business initiatives to exceed metric expectations

ACTIVITIES

Led Diversity and Inclusion ERP group for all Arizona call center locations for Asurion.

Was the Board Leader for Young Professional’s ERP group for NW AZ call center at Asurion.

Was asked to join the BETA program leading my peers to drive performance for outlier teams at Asurion.

Received White Belt certification in November 2018 (Asurion)

Received Yellow Belt certification in August 2019 (Asurion)

I was promoted after 8 months in my hiring role at DoorDash to a Trust & Safety manager role, because I lead my direct reports and multiple other teams in my department to exceed their performance goals.

Worked with the training department closely for 6 months at DoorDash to help ramp up development for new hires. I developed a new performance scale that helped new hires transition to the development floor easier.

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