KIARA CISCOMANI
Phoenix
Summary
Marketplace Quality Representative with over four years of experience ensuring platform integrity, data analysis, and fraudulent pattern identification. Known for being determined and good at finding solutions when problems come up. Resourceful and results-focused, with a strong interest in learning, improving processes, and adding value to the company.
Overview
4
4
years of professional experience
Work History
Trust and Safety (Marketplace Quality)
DOORDASH
Phoenix
08.2021 - Current
- Investigate and resolve safety, fraud, and compliance-related cases affecting customers, dashers, and merchants.
- Action cases related to identity verification issues during the Dx onboarding process
- Resolve appeals from Dxs who are experiencing deactivation due to violating the ICA. (Never delivered, Wrong Hand Off, Dasher induced cancellation)
- Daily Data analysis to find useful information, identify patterns and draw conclusions on a case
- Utilize tools such as Map Visualization (MapViz), Sigma, and Mode for data analysis and insights.
- Partnered with the content team to review time-sensitive updates and any new buildout of an SOP
- Created and presented Google slide updates,daily numbers, and team announcements
- Flagged issues that impact many Dx's to enhance team performance and outcomes.
- Prioritized and organized tasks to stay within SLA
- Responded promptly to customer inquiries via live chat platform.
- Assisted customers in navigating website features and troubleshooting issues.
- Documented customer interactions for future reference and quality assurance.
- Assisted Dx's with CFA (Covid Financial Assistance Program) which was aimed to help Dx's maintain financial stability and peace of mind during difficult times
Education
High School Diploma -
Arizona Agribusinesses & Equine Center
Skills
- Data analysis
- Process improvement
- Critical thinking
- Team collaboration
- Flexible and adaptable
- Positive Attitude
Projects
- 244K Existing DX Multiple Accounts Review
- 25Q1 Door Verification
- LCSP MQ Huddles
- Content Team
Timeline
Trust and Safety (Marketplace Quality)
DOORDASH
08.2021 - Current
High School Diploma -
Arizona Agribusinesses & Equine Center