Nick Cushing: VOC Product Specialist in SAN FRANCISCO, CA

? Identified opportunities for improvement via immersion, qualitative analysis and …. ? Supported findings through quantitative analysis (self taught SQL on the job) ? Facilitated and facilitated the facilitation of immersion sessions for key stakeholders ? Developed strong partnerships across Product, Eng, Design, Ops, CI, and Marketing ? Launched CxT team that generates strategic, customer-centric data for product planning ? Directly impacted product roadmaps via quarterly planning and service design ? Through the above methods, helped drive a 35% reduction in contact rate

? Managed Ops Coordinator team of 10, cut costs by 70% while improving user experience ? Halved customer support ticket volume by restructuring Zendesk and user Help Center ? Generated strategic recommendations for product based on diner feedback data ? Owned day-to-day relationships with 100+ restaurant partners and their staff ? Standardized ops protocol and best practices across all markets

? Worked full- and part-time at high-end gastropubs to support tuition and living expenses ? Hired, trained and managed 9 bar staff ? Managed bar inventory, financing, vendor and entertainment contract negotiation