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Brigitte Gomez

Brigitte Gomez

Supervisor, Marketplace Live Ops

DoorDash

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

My New Track

SQL Fundamentals

My New Workspace

Intermediate SQL

Data whisperer, turning numbers into captivating stories.

My Work

Take a look at my latest work.

course

Introduction to SQL

course

Intermediate SQL

workspace

Intermediate SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

DoorDash | Dec 2021 - Present

Supervisor, Marketplace Live Operations

• Lead a team of ~ 10 motivated agents to meet monthly key performance goals for customer satisfaction, quality, and productivity. • Maintain open lines of communication with agents, peers, trainers, managers, QA specialist, Engineering, and other areas of the company to facilitate problem-solving. • Monitor and evaluate agent monthly performance, including call/email via Amazon Connect, review productivity and attendance reports, and coach staff members to improve performance. • Address challenging customers and problems that require escalation outside of the department. • Create, distribute, and present impactful metric reporting on team performance on a weekly basis and department wide Monthly Business Reviews.
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DoorDash | Jun 2021 - Dec 2021

Dasher Support Labs Supervisor

• Managed 5 Dasher Support Labs agents through weekly 1:1’s where we evaluate metrics, identify areas of improvement, discuss career development, and give coaching as needed. • Collaborated with the Learning and Development team to create Dasher Support focused training content in order to improve the Dasher Experience across DoorDash’s different support tiers. • Partnered with Dasher Support Lab Project Leads to identify areas of training opportunities throughout the project life cycle in order to improve agent performance metrics.

Lyft | Nov 2018 - May 2021

Operations Lead

• Supervised ~30 third party drivers, mechanics, and warehouse associates to ensure our fleet of bikes and scooters across Los Angeles ran smoothly. • Collaborated with the Customer Experience team to identify customer issues in order to analyze trends and improve our operations, ridership, and user interface. • Drove constant product improvement by escalating feedback and issues via Jira to engineering and product teams in real time. • Established and maintained operational and quality metrics to evaluate associate and ridership performance. • Streamlined the onboarding process for new hires by creating internal Google Site Help Centers that included valuable training documents and SOP’s. • Led facilities management by escalating any service needs and optimize productivity by implementing Lean Six Sigma methods.

FoxNext | Feb 2018 - Nov 2018

Talent Acquisition and Studio Operations

•Served as a friendly, welcoming first point-of-contact for candidates, conducting full life cycle recruitment, scheduling on-site interviews and phone screens, and arranging travel for visiting candidates as needed. •Planned studio-wide events (e.g., weekly all-hands, employee accomplishments, and company milestones). •Created an amazing new hire experience by supporting the creation and implementation of a new hire orientation, working with facilities to generate badges, and organizing new hire onboarding. •Collaborated with 3rd-party vendors to provide company-wide swag, snacks/ refreshments, and meals.

Snap Inc. | Jul 2016 - Nov 2017

Operations Specialist

•Successfully delivered white glove support for external enterprise clients and internal SMB Snap, Inc. employees in relation to Snap Ad policy guidelines, self-serve platform inquires, and best practices. •Handled all correspondence (entirely in Spanish) for Latin American and Mexican partners and customers. •Assisted more than 400 Snapchat users weekly via Zendesk with On-Demand Geofilter troubleshooting, billing/payment, and general overview inquiries; escalated platform and tooling issues to engineering.

Songkick | Nov 2014 - Jul 2016

Customer Support Specialist

• Improved operational excellence via collaboration with artist and promoter services, as well as finance; continuously enhanced product identity and customer engagement. • Delivered an exceptional concert experience from conception to completion by assisting 350+ users weekly via Twitter, Facebook, and Desk.com with product, billing/payment, and site navigation. • Oversaw all Spanish customer correspondence for events occurring in Latin America and Spain; worked with artist services to engage with Latin American fans.

My Education

Take a look at my formal education

Master of Business Administration - MBA Quantic School of Business and Technology | 2021
BA in Political EconomyUniversity of California, Berkeley | 2014

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