Alexander Lively

As a RiderOps Instructor at Zoox, an autonomous vehicle company, I balance my time between having hands-on, live service experience and teaching new hires who are onboarded with our RiderOps program.

• Responds to live service inquiries to ensure each rider with Zoox has a successful and pleasant experience in our Robotaxi.
• Adapted teaching methods according to the needs of individual learners or groups.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Maintained up-to-date knowledge of industry trends and best practices.
• Explained goals and expectations required of trainees.
• Monitored, evaluated and recorded training activities or program effectiveness.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.

As a Technical Support Representative, provides technical assistance to customers through phone, email and chat support.

• Troubleshot customer inquiries related to software and hardware issues.
• Resolved escalated customer service issues in a timely manner.
• Diagnosed system errors and implemented solutions to resolve them.
• Monitored customer feedback to ensure high levels of satisfaction.
• Conducted research into product-related issues, identified solutions, and provided accurate information to customers.

Working through Concentrix, contract services provider, provides floor support, learning sessions, coaching & feedback to agents. Apply extensive knowledge of all aspects of Facebook to research and address customer issues and concerns.

• Streamlined existing processes through update and overhaul of technical procedures.
• Implemented departmental compliance with established standards and sought out improvement opportunities.
• Identified key performance indicators and guided team members on refining procedures to improve outcomes.
• Train and coach coworkers and new hires on quality assurance and best practices.
• Utilize Sandbox, CCP, Workday, and Workplace software and systems.

Managed customer service and sales team to achieve sales and revenue goals through strategic techniques and strong customer service.

• Trained sales associates on product specifications, sales incentives/promotions, and selling techniques to increase profitability.
• Recruited, hired, and trained talented individuals to build high-performance team.
• Educated customers on product features and functionality, assisting them with making informed decisions on purchases.

Oversaw day-to-day store operations and supervision of sales and customer service team.

• Managed store organization, inventory, merchandising, sales, and maintenance.
• Mentored and trained team members in sales techniques to meet or exceed goals and targets.