KARESHA WILLIAMS
Phoenix
Summary
Results-oriented Trust and Safety Specialist with over7 years of experience in risk management, escalations, and customer support. Adept at investigating complex cases, analyzing data to identify trends, and implementing proactive solutions to ensure community safety and operational efficiency. Proficient in using CRM platforms like Salesforce and Zendesk to manage escalations and drive process improvements. Known for delivering empathetic and efficient support, fostering cross-functional collaboration, and maintaining a high level of confidentiality in dynamic environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Trust and Safety Representative
DoorDash
01.2022 - Current
- Investigate and resolve sensitive safety cases to protect merchants, customers, and dashers while ensuring compliance with company policies
- Conduct root cause analysis to identify trends and recommend improvements to enhance platform safety
- Manage escalations from strategic partners, adhering to SLAs and providing timely resolutions
- Collaborate with internal teams, including Product, Engineering, and Compliance, to refine tools and processes
- Provide empathetic and efficient support to stakeholders via phone, email, and chat
- Prepare detailed reports for leadership, offering actionable insights for process optimization
- Mentor team members, contributing to training practices and quality assurance initiatives
Escalations Support Representative
DoorDash
09.2019 - 01.2022
- Resolved high-priority escalations from customers, merchants, and dashers, ensuring effective solutions aligned with company policies
- Acted as the primary resource for tier-1 agents, providing guidance on handling complex cases
- Collaborated with team leads to achieve performance goals, maintaining high customer satisfaction ratings
- Identified inefficiencies in workflows and recommended process improvements
- Analyzed operational data to improve team performance and enhance support delivery
Customer Service Coach
Terminix
03.2017 - 05.2019
- Trained and coached employees on customer service techniques, helping them meet performance targets
- Conducted side-by-side evaluations and call grading to ensure quality and consistency
- Supported escalated customer cases with professionalism and attention to detail
- Contributed to administrative tasks, including team performance tracking and reporting
Training Assistant
Terminix
02.2017 - 03.2017
- Assisted trainers with delivering lessons and evaluating new employee performance
- Provided feedback and coaching to help new hires develop customer service skills
Customer Service Representative
Terminix
04.2014 - 02.2017
- Addressed customer inquiries, resolved billing issues, and managed service appointments
- Maintained accurate customer records and cross-sold additional services
Sales Associate
Victoria's Secret
04.2012 - 04.2013
- Delivered exceptional customer service, assisted with purchases, and processed transactions
Education
Business Management
Glendale Community College
Glendale, AZ05.2014
High School Diploma - undefined
Trivona Charter Academy
Surprise, AZ05.2012
Skills
- Trust and Safety Investigations
- Escalations Management
- Fraud Detection & Risk Mitigation
- Root Cause Analysis & Trend Identification
- CRM Tools: Salesforce, Zendesk
- SLA Management & Compliance
- Multichannel Communication (Phone, Email, Chat)
- Cross-functional Collaboration & Mentorship
- Process Optimization & Best Practices
- Confidentiality & Crisis Management
- Communication Tools: Slack, Microsoft Teams, Google Workspace
- Data Reporting & Analysis: Microsoft Excel
Certification
Certified ADVOCATE (Trust and Safety)
Timeline
Trust and Safety Representative
DoorDash
01.2022 - Current
Escalations Support Representative
DoorDash
09.2019 - 01.2022
Customer Service Coach
Terminix
03.2017 - 05.2019
Training Assistant
Terminix
02.2017 - 03.2017
Customer Service Representative
Terminix
04.2014 - 02.2017
Sales Associate
Victoria's Secret
04.2012 - 04.2013
High School Diploma - undefined
Trivona Charter Academy
Business Management
Glendale Community College
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