Summary
Overview
Work History
Education
Skills
Timeline
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Kahlua Peeples

Irvine,CA

Summary

Enthusiastic, creative and positive Merchant Sentiment Specialist with 10+ years of commensurate experience in support, technology, customer experience, conflict resolution and building impactful relationships with key stakeholders and cross-functional partners. Empathetic leader acknowledged for excellence in improving customer satisfaction, inspiring others and achieving optimal results in challenging situations. Thrive on new challenges and believe growth is a lifelong journey.

Overview

10
10
years of professional experience

Work History

Enterprise Merchant Sentiment Specialist

DoorDash
10.2021 - Current
  • Maintain Enterprise Book of Business with over 2,500 restaurants
  • Effectively communicate, collaborate and troubleshoot on their important issues via weekly meetings with Corporate stakeholders
  • Weekly syncs with cross functional partners to drive retention, identify blockers and establish overall Merchant success
  • Develop a deep expertise in current processes, systems and resources and how to use them to promote and increase positive outcomes for the Merchants
  • Establish relationship with Merchants to help them successfully onboard and resolve any account issues
  • Awarded the "Merchant Obsession Cup" for going above and beyond for clients and inspiring DoorDash team members.

POS Activations Sr. Specialist

DoorDash
08.2020 - 10.2021
  • Collaborated with cross-functional partners to troubleshoot and establish best practices to provide Merchants a successful and positive onboarding experience
  • Delivered immediate solutions, increased customer confidence, prevented churning of POS order protocol and decreased escalations to upper management
  • Supported department leadership in implementing new policies and procedures
  • Proactively identified process improvements, driving overall efficiency and effectiveness
  • Nominated by peers and received the "Hot Bag Award" for exemplifying our company values

Activations Representative

DoorDash
04.2019 - 08.2020
  • Communicated with multiple teams and Merchants via phone, email and SMS to coordinate successful onboarding of valued Merchants
  • Completed pilot programs to determine percentage of Merchants that were negatively being impacted by auto activation
  • Guided Merchants through onboarding process, set expectations and provided smooth transition
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interaction

Trainer / Team Manager

Concentrix
04.2018 - 03.2019
  • Trained 25-35 employees on the company's best practices, policies, procedures, goals, and expectations
  • Reviewed customer surveys and monitored calls daily to maintain customer satisfaction and minimize errors
  • Evaluated employee performance on a weekly basis, increasing quality of work and employee motivation
  • Awarded Team Sales of the Month Award

Customer Care Representative

Stella & Dot (Call Center)
03.2015 - 07.2016
  • Consistently recognized for outstanding customer service and exceeding customer expectations
  • Managed 75-90 customer calls daily with highest degree of professionalism and reconciled issues with first call resolution
  • Built loyal customer relations by providing excellent service and detailed account and service information

Education

Associates - Business

Illinois Central College
East Peoria, IL

Skills

  • Microsoft / Google Suite
  • Account Management
  • Onboarding
  • Relationship Building
  • Team Motivator
  • Salesforce
  • Internal / External Communications
  • Customer Retention
  • Voice of the Customer
  • Team Player

Timeline

Enterprise Merchant Sentiment Specialist

DoorDash
10.2021 - Current

POS Activations Sr. Specialist

DoorDash
08.2020 - 10.2021

Activations Representative

DoorDash
04.2019 - 08.2020

Trainer / Team Manager

Concentrix
04.2018 - 03.2019

Customer Care Representative

Stella & Dot (Call Center)
03.2015 - 07.2016

Associates - Business

Illinois Central College

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Kahlua Peeples