Open to opportunities

Moses Zelaya

@moseszelaya

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Expert in Customer Experience and Support Management.

United States

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What I'm looking for

I am looking for a role that values customer-centric initiatives and offers opportunities for growth.

I am an expert in customer experience and support management, with extensive expertise in customer service, support, community, and social media management. My profound understanding of customer experience dynamics allows me to enhance brand-consumer interactions holistically. I excel in navigating diverse communication channels and fostering meaningful relationships between brands and communities, ensuring optimal customer satisfaction.

Throughout my career, I have honed a comprehensive skill set in both B2B and B2C environments, positioning myself as a valuable asset in driving exceptional customer-centric initiatives. At Drizly, I led the resolution of senior-level requests, achieving a 100% resolution rate across all channels and implementing policies that resulted in a 15% increase in customer satisfaction. My ability to cultivate strong client relationships and provide tailored solutions has consistently driven sales and enhanced customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Senior COE Specialist I

Current

Drizly - Powered by Uber

Jun 2023 - Present (2 years 1 month)

Led resolution of senior-level requests, achieving 100% resolution across all channels: live chat, email, and phone. Spearheaded policy enhancements, presenting 5 new workflows, and crafting 10 supporting documents.

Customer Service Trend Analysis Training Escalation Management Live Chat Email Phone Support

Current

Corporate Concierge Specialist

Current

Drizly - Powered by Uber

Nov 2023 - Present (1 year 8 months)

Managed corporate gift orders for multiple accounts, ensuring 100% on-time and accurate processing. Provided tailored solutions, generating customized quotes for corporate clients, resulting in a 20% increase in sales.

Corporate Sales Client Relationship Management Logistics Coordination Customer Experience Sales Growth Quote Generation

Customer Support Specialist – Escalations

Drizly - Powered by Uber

Nov 2022 - Jun 2023 (7 months)

Provided comprehensive support via phone, email, and live chat, exceeding QA goal by 10%. Maintained high productivity, achieving 95% first-contact resolution for delivery, product, and account inquiries.

Customer Support QA First Contact Resolutions Phone Support Email Support Live Chat

Merchant Success Specialist

DoorDash

Jun 2019 - Nov 2020 (1 year 5 months)

Managed over 1000 merchant requests across email, live chat, and phone channels, ensuring timely resolution. Resolved 90% of Tier 1 escalations independently, collaborating closely with Tier 2 for remaining cases.

Customer Service Email Support Live Chat Phone Support Escalation Management

POS Support Specialist

DoorDash

Jun 2020 - Nov 2022 (2 years 5 months)

Achieved 92% success rate onboarding 400+ stores, ensuring seamless client experience. Managed customer accounts via Salesforce, surpassing QA goals by 15% through proactive client education.

Onboarding Salesforce Customer Satisfaction Customer Education

Education

Degrees, certifications, and relevant coursework

Arizona State University

Associate in Applied Science, Nursing

Pursued an Associate in Applied Science degree with a focus on Nursing at Arizona State University. Developed foundational knowledge and practical skills relevant to the healthcare field.