Tier 2 Care Manager
Resume:
James Morgan
Chicago, IL●
***********@*****.*** ● LinkedIn: https://www.linkedin.com/in/james-e-morgan ●
Professional Summary
Contact center manager for Grubhub, CRM program manager, and strategic planner with 10 years of experience providing excellent client and customer experiences in user community support. Created Tier 2 support for iPhone / Android App, and Tier 2 support for accounting / payment issues. Drove operations process improvements to increase service reliability and reduce app-related issues. Developed training materials to move stakeholder Care Department beyond empathy to compassion. Background in integrated marketing communications and advertising across industries, including technology, financial services, and consumer products.
Professional Experience
Grubhub - Chicago, Il
8/2015-8/2020
Specialized Care Manager, Technical Care (12/2019-8/2020)
Managed a Tier 2 team of Senior Specialists and subject matter experts in Grubhub’s restaurant systems, minimizing technical issue impact to Grubhub’s restaurant partners. Identified and implemented developmental opportunities for Specialists and at least one Team Lead. Drove continuous improvement in stakeholder experience.
•Oversaw troubleshooting for Tablet systems (Wi-Fi and Cell), Printers (LAN, Wi-Fi, and Bluetooth), POS Integrations, and Wi-Fi / /Network connectivity for devices provided by Grubhub.
•Coordinated cross-functional team collaboration with Sales, Accounts, Logistics (Fulfillment & Supply), and Legal.
•Monitored call center metrics to ensure workforce alignment with company goals and objectives.
Manager, Driver Care
(5/2017-12/2019)
Supervised daily Driver Care operations, providing order, account, and payment support to delivery partners nationwide via tickets, emails, and inbound /outbound calls. Led Special Teams dedicated to fulfilling Driver Care back-office tasks, providing mentoring and peer coaching, and acting as “swing team” for Driver Care and additional Care Group needs. Identified and executed developmental opportunities for Specialists and at least one Team Lead. Drove continuous improvement in stakeholder experience. Developed training materials to move Grubhub Care beyond empathy to compassion.
•Developed Driver Care as Tier 2/Escalations team.
•Launched Care chat functionality within Driver Care.
•Collaborated with proprietary tool developers to align Operations and Care.
•Monitored call center metrics to ensure workforce alignment with company goals and objectives.
•Managed multiple strategic and technology projects, including:
-Driver Care Back Office Team for all off-phone contact resolution
-Driver Care migration from Salesforce to Zendesk
-Operations improvements to increase delivery reliability and reduce app-related delivery issues
-Enhanced data tracking by moving Slack-managed work issues into Zendesk
-Driver Mobile App Tier 2 Troubleshooting and Support team
-Driver Care Payment team and Tier 2 Driver Accounting team
Driver Care Team Lead
(9/2016-5/2017)
Provided operational support to Driver Care specialists handling a high volume of contacts through email, tickets, and inbound/outbound calls. Led by example, demonstrating a positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job.
•Assisted manager in floor management, mentored teammates in their workflows and customer interactions, and monitored team performance and adherence to scheduled activities.
•Fielded escalations from Driver Partners, diners, and restaurants to resolve questions and achieve customer and Driver Partner satisfaction.
•Coached to Policies and Procedures to ensure consistency, high quality, and operational excellence across the team.
Driver Care Specialist
(8/2015-9/2016)
Supported a high volume of contacts through email, tickets, and inbound/outbound calls. Assisted Driver Partners in collecting, delivering, and adjusting orders, including communicating with restaurants and customers. Collaborated with the leadership team to achieve specific contact center goals, providing world-class service.
•Performed and documented real-time updates to orders, driver profiles, and restaurant account settings.
•Guided Drivers through Grubhub technology, policies and procedures, and payment questions.
•Collaborated with other Care and Delivery Operations teams to resolve all driver, diner, and restaurant questions, and to create overall customer and Driver Partner satisfaction.
•Followed established policies and procedures to ensure consistency and operational excellence across the organization, meeting and exceeding performance guidelines for attendance, quality, productivity, and schedule adherence.
Freelance Marketing Contractor
Chicago, IL
1/2005-7/2015
Community Support Agent for ZeroChaos
Provided total CRM for Uber Technologies, turning angry users into satisfied customers.
•Managed help ticket queue via Zendesk operations, providing a one-touch response within six-minute call goal on 93% of the calls.
•Met key service levels consistently every month.
Marketing Communications Manager for City Staffing, Lakeshore Staffing, The Creative Group
Developed programs to communicate brand value to all stakeholders for multiple clients.
•Established and managed CRM programs for Discover Financial. Received multiple awards for successfully guiding team efforts to achieve organizational goals.
•Wrote collateral marketing materials, sales kits, and white papers for Deloitte and Deloitte Consulting.
Registered Fundraiser for SD&A
Solicited donations for the Chicago Symphony’s Annual Fund, Institute, and other programs. Cultivated personal donor relationships via regular and continuous stewardship strategies. Provided information and marketing materials consistent with the overall strategic plan.
•Achieved full funding of the Institute for 2014 in less than four weeks.
•Met key service levels consistently every month.
Education
IAAS Certificate Program in Advanced Advertising Studies, University of Illinois ChampaignUrbana-Champaign (Champaign, IL) - Certificate, Institute of Advanced Advertising Studies
New York Law School (New York, NY) - JD, Law
University of Lynchburg (Lynchburg, VA) - BA, Management/Marketing
Skills
Contact Center Operations ● Customer Relationship Management (CRM) ● Community
Support ● Strategic Planning ● Training Materials ● Integrated Marketing ● Marketing
Communications ● Advertising ● Branding ● Brand Development ● Brand Strategy ● Copywriting ● Editing ● Content Management ●
Software Experience
Zendesk ● Salesforce ● Fountain ● Microsoft Office Suite (Word, Excel, PowerPoint) ●
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