JED DIMAAPI
SAN RAMON
Summary
Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in team environments. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
Block
Oakland, CA
10.2025 - Current
- Managed complex customer complaints, ensuring timely, fair, and compliant outcomes.
- Championed customer experience across email, messaging, and phone.
- Built trusted relationships with customers
- Analyzed complaint trends and recommended improvements to enhance service delivery.
Senior Complaints Specialist
Upstart
San Mateo
03.2021 - Current
- Oversight of complaints queues to support the company goal for response time accountability
- Collect, compile, analyze, summarize, and present complaints metrics to surface trends and potential areas of improvement
- Evaluate, investigate, track and complete complaints through effective and established complaint handling processes
- Serve as an escalation point and subject matter expert for complaint inquiries via email and phone
- Conduct training, nesting and mentoring to complaints team
- Work cross functionally with leads across teams to ensure our complaint program is up to date and efficient.
Customer Experience Associate
Upstart
San Mateo
10.2020 - Current
- Deliver an outstanding customer experience by guiding applicants through the application process via inbound and outbound phone, chat, and email support.
- Identify and implement creative process improvements to enhance the overall customer experience for all applicants.
- Complete other projects or tasks as assigned to aid in the operational goals of the customer experience team and operations as a whole.
Part Time Accounts Payable Specialist
Upstart
San Mateo
01.2023 - 12.2024
- Review 150+ employee expense reports/day in Navan all relating to employee travel, various business expenses & work from home stipends
- Manage internal communications for employees regarding expense reports & various questions
- Assist accounts payable team with reviewing, coding, & entering invoices into the AP system (Tipalti)
- Worked alongside 3 other Accounts Payable Specialists, reporting to the Accounting Operations Manager
- Assisted Accounts Payable team 10-15 hours/week
Autonomous Vehicle Operator
Cruise
San Francisco
02.2020 - 10.2020
- Operate autonomous vehicles in-field for testing
- Maintain hyper-aware mindset during vehicle operation to ensure safety to the public, passengers and vehicle.
- Troubleshoot any errors displayed in software, usually dealing with lidars, radars, cameras and hardware.
- Write comprehensive reports and notes to specify daily testing and results.
Premise Technician
AT&T
Oakland, CA
02.2016 - 10.2019
- Developed exceptional communication and customer service skills, strong organization skills, ability to prioritize.
- Ability to take initiative, learn quickly and actively, and adjusting to change very well.
- Computer proficiency with Word and basic technology as well as an ability to learn new programs with ease.
- Built and established effective working relationships with colleagues and staff.
- Developed great people skills and comfortably in helping and problem solving.
- Excelled in a team environment and prioritizing customer and team needs.
Membership Counselor
24 hour fitness
Fremont, CA
04.2014 - 01.2016
- Served was a primary contact for customers and fellow representatives in product support or problem solution.
- Resolve high volume of calls (70-100 a day) with efficiency and accuracy, while recording detailed account information and maintaining company standards.
- Maintained and reached monthly metrics to ensure numbers were met.
Sales Associate
Converse
San Francisco, CA
12.2013 - 06.2015
- Utilize exceptional customer service skills, sales techniques and product knowledge to connect and provide customers to the right product.
- Provide product knowledge expertise for consumers and other associates.
- Assist with lost prevention efforts by providing proactive customer service.
- Maintain knowledge of all store departments and performed cash register transactions, shipping and receiving duties, stock the floor, perform cleaning tasks, and build visual displays.
Education
High school Diploma -
American Highschool
Fremont, CA06-2010
Skills
- Six plus years of customer service
- Written and verbal communication skills
- Giving and accepting feedback
- Basic Computer Skills
- Problem Solving
- Fast Learner
- Noble Attendance
Timeline
Customer Service Advocate
Block
10.2025 - Current
Part Time Accounts Payable Specialist
Upstart
01.2023 - 12.2024
Senior Complaints Specialist
Upstart
03.2021 - Current
Customer Experience Associate
Upstart
10.2020 - Current
Autonomous Vehicle Operator
Cruise
02.2020 - 10.2020
Premise Technician
AT&T
02.2016 - 10.2019
Membership Counselor
24 hour fitness
04.2014 - 01.2016
Sales Associate
Converse
12.2013 - 06.2015
High school Diploma -
American Highschool