Jeffrey Chears
Chicago
Summary
Operations professional with proven track record in optimizing processes and driving operational efficiency. Skilled in team collaboration, resource management, and strategic planning. Known for reliability and adaptability in dynamic environments. Strong focus on achieving results through effective communication, problem-solving, and leadership.
Overview
4
4
years of professional experience
Work History
User Operations Expert
Asana
11.2024 - Current
- Maintained clear lines of communication with stakeholders at all levels of the organization, fostering a collaborative work environment focused on achieving common goals.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Identifies high impact opportunities for enhancing the Asana customer experience.
- Can troubleshoot systems failures (e.g. tickets not landing in Zendesk), or effectively partner with the related tool admin to do so. Directly owns an area of product expertise or UO tools
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
User Operations Specialist
Asana
04.2023 - 11.2024
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Effectively handles ticket escalations through advanced knowledge of product features & bugs, and investigative skills/expertise with tools like Terminal and Bizneyland.
Regulatory Product Operations
Lyft, Inc
08.2022 - 04.2023
- Collaborated with cross-functional teams to help improve operational workflow.
- Led operational initiatives to solve ongoing strategic operations challenges.
- Managed product rollouts, user training, testing and internal communications.
- Checked and researched legislation and laws relevant to planning and applied knowledge to address concerns or enhance department operations.
- Managed over 100 Driver issues pertaining to compliance per day
Senior Operations Associate
Lyft, Inc
06.2021 - 08.2022
- Maintain high operational standards and worked with team to uphold these standards
- Develop and implement staffing schedules and adjust accordingly Utilize NPS, CSAT, and KPI's to identify areas of improvement
- Communicated with internal personnel to provide status updates for both shipping and receiving dates.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Assisted over 200 drivers per day with app issues
Education
African American Studies
Harold Washington College
2016
Skills
- Replenishment Processes
- Creative Solutions
- Solving Production Issues
- Promotional Spending
- Troubleshooting Systems
- Training Junior Team Members
- Data Integration
- SQL
- CRM
- Terminal
Timeline
User Operations Expert
Asana
11.2024 - Current
User Operations Specialist
Asana
04.2023 - 11.2024
Regulatory Product Operations
Lyft, Inc
08.2022 - 04.2023
Senior Operations Associate
Lyft, Inc
06.2021 - 08.2022
African American Studies
Harold Washington College
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