Customer Service Continuous Improvement
Resume:
ALEXANDER AINSWORTH
linkedin.com/in/thealexainsworth 903-***-**** ****************@*****.***
OPERATIONS EXPERT
Charismatic problem-solver with a proven track record in tech operations, client support, and team leadership. Adept at building strong relationships, delivering engaging training, and driving customer satisfaction in fast-paced, high-stakes environments. Successfully completed the Coca-Cola Leadership Journey, showcasing leadership readiness and a strong work ethic rooted in continuous improvement. Recognized for exceptional communication, empathy, and the ability to inspire trust across diverse teams. Demonstrates strong organizational and time management skills, with the ability to manage multiple priorities in parallel while delivering results. Passionate about helping others succeed, leveraging technical expertise and creativity to solve problems and create memorable experiences for clients and colleagues alike. CORE COMPETENCIES
Leadership Team Management Customer Service Adaptability Strategic Planning Product Knowledge Customer Success EXPERIENCE
Operations Specialist 2019 - 2025
THE COCA-COLA COMPANY
● Developed and delivered onboarding and training programs for autonomous coffee robots, driving product adoption and customer satisfaction for Costa Coffee clients. Utilized CRM tools to track customer feedback and ensure continuous process improvement.
● Managed client relationships and provided multi-channel customer support (phone, email, messaging), resulting in improved customer retention and a 20% reduction in escalations. Collaborated cross-functionally to resolve issues and enhance the overall customer experience (CX).
● Analyzed, identified, and resolved system faults within a sub-5 minute SLA, significantly enhancing service reliability and decreasing downtime by 25%. Supported escalation management and technical support for critical incidents.
● Coordinated cross-departmental initiatives, aligning service, software, and engineering teams to optimize the customer journey and drive stakeholder engagement.
● Leveraged technical expertise to address time-sensitive cases, ensuring minimal disruption and exceptional customer service. Championed process improvement and best practices for customer advocacy.
● Sourced third-party solutions to operational discrepancies, leading to a 20% enhancement in response time for the team and supporting churn reduction efforts. Autonomous Fleet Response Specialist 2018 - 2019
WAYMO
● Analyzed customer and product data to provide actionable insights, supporting product adoption and customer trust for Waymo’s autonomous vehicle program.
● Filtered and analyzed simulated data to identify significant issues, optimizing testing efficacy and supporting continuous improvement in customer experience (CX).
● Partnered with cross-functional teams to identify trends, proactively resolve issues, and drive process improvement—enhancing both product reliability and customer satisfaction.
● Monitored vehicle health and behavior, providing technical support and escalation management to maintain operational standards and support product enhancements. Page 1
Broadcast Operator/Instructor 2014 - 2018
SWAGIT PRODUCTIONS
● Delivered high-quality customer experiences by directing live government meetings for seamless streaming, utilizing advanced video production software and ensuring client satisfaction.
● Trained and mentored new team members, fostering a collaborative culture and boosting team performance through hands-on coaching and onboarding.
● Managed production schedules and equipment maintenance, optimizing operational efficiency and supporting stakeholder engagement.
● Adapted to diverse production requirements and collaborated cross-functionally with multidisciplinary teams to deliver successful outcomes and enhance customer relationships. EDUCATION PROFESSIONAL TRAINING AND DEVELOPMENT
BFA in Digital Filmmaking & Video Production 2010 - 2013 THE ART INSTITUTE OF DALLAS
● Produced film & video projects, building a strong creative eye and communication skills. Worked with various camera, lighting, audio, and editing technologies. Choose Your Leadership Adventure 2023 - 2024
THE COCA-COLA COMPANY
● Completed a multitude of courses from eCornell, Harvard ManageMentor, & internal learnings to develop leadership potential.
● Problem-Solving Using Evidence and Critical
Thinking
eCornell University
● Introduction to Negotiation
eCornell University
● Change Management
Harvard ManageMentor
● Strategic Thinking
Harvard ManageMentor
● Project Management Power Moves: Leading
with Influence
● Building a New Leadership Ladder: Support
Women on the Rise
● Nano Tips for Avoiding Leadership Missteps
With Ashley Herd
● Nano Tips for Leading Change as a New
Manager
● Nano Tips for Using Mindfulness to Handle
Difficult Conversations at Work
● Management: Top Tips
● Inclusive Mindset for Committed Allies
● UX Foundations: Prototyping
● UX Foundations: Content Strategy
● Learning Design Thinking: Lead Change in
Your Organization
● UX Foundations: Research
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