Zach Wolfe

Experience

• 

  Ron Marhofer Auto Family

  May 2009 - Sept 2011

  Customer Service Representative

  - Greeting and assisting customers in the service department.- Answering and handling incoming phone calls in order to schedule appointments and assist with inquiries.- Coordinating with service writers and auto technicians in order to get customers served in a timely and efficient fashion.- Shuttling customers to and from the dealership.- Taking inventory of new vehicles and inspecting the condition of new vehicles to ensure they meet requirements for sale.

• 

  Kemberton

  Dec 2011 - Apr 2018

  - Motivated, coached, and developed a team of 15 professionals using leadership skills and problem-solving abilities in a continuously changing environment.- Maintaining high quality work product through regular account review and coaching discussions with team members.- Tracking productivity and revenue for weekly reporting to the department director.- Working cross-functionally with internal and external stakeholders via multiple channels in order to resolve complex cases. - Responsible for creating and presenting the first training program for the company using Microsoft PowerPoint.- Training new employees and prioritizing which information is necessary to learn during onboarding.- Coordinating with other employees and managers in order to train new employees for the specific role they will fill. - Communicating and working alongside patients, adjusters, and attorneys through multiple channels in order to resolve complex medical claims.- Reading and identifying information on UB and HCFA billing formats- Keeping up to date with HIPAA rules and regulations

  • Team Manager

    May 2014 - Apr 2018

  • Training Manager

    Oct 2013 - May 2014

  • Claims Representative

    Dec 2011 - Oct 2013
• 

  Lyft

  Apr 2018 - now

  - Working towards resolution for reported escalated safety incidents among passengers and drivers on the Lyft platform.- Investigates safety incidents by speaking with passengers, drivers, law enforcement, and attorneys via multiple communication channels and utilizing electronic tools specific to the Lyft platform.- Creates and establishes best practices while identifying process gaps.- Exercising sound judgment for decisions regarding the safety of the Lyft platform.- Recognizing business needs and working alongside leadership to implement workflow changes within Compass and Zendesk.- Recognized as a Floor Captain and acting as a resource for peers by problem-solving tough cases or working within grey areas.- De-escalating involved parties by offering assurance that Lyft cares and is working towards resolution.- Communicating across multiple lines of business in order to make the best decision for the Lyft platform. Show less

  • Vendor Manager

    May 2023 - now

  • Customer Experience Lead - Social Media

    May 2022 - May 2023

  • Trust and Safety Specialist

    Apr 2018 - May 2022