Liada L.

About Liada L.

I aspire to continue in my dynamic career that effectively leverages my expertise with customer engagement while fostering continuous learning from and mentoring others.

Experience

1. Executive Escalations Lead

   Linkedin

   Oct 2024 — Present · Omaha, NE, US

   Develops strategic responses to complex, high-profile, or media-sensitive escalations.Collaborates with cross-functional stakeholders, including PR and Legal, to coordinate effective responses.Highly skilled in de-escalating emotional or frustrated members and customers with minimal managerial oversight.Possesses advanced communication, root cause analysis, and influencing abilities.Proactively researches solutions and resolves most cases with resourcefulness.Demonstrates deep knowledge of reports and tools, identifying valuable insights from escalated cases.Recommends new tools, resources, and processes based on feedback from members and peers.Creates and communicates documentation for process improvements to internal partners, such as support services.Coaches team members in identifying cause-and-effect relationships in escalated cases and proper techniques for resolution.Knowledgeable in data privacy and security practices, capable of identifying related issues with minimal guidance.Establishes a reputation for a member-first attitude, solving issues independently using advanced workarounds and troubleshooting methods.Effectively resolves conflicts through the clean escalation process as needed.Leverages data to influence teams and Global Customer Operations (GCO) to drive positive changes.Mentors junior team members, offering guidance and expertise in subject matter areas.Serves as a positive influence within the team, promoting the Prod Ops brand and role within the company.Leads and contributes to small to medium-sized projects within the team or department, impacting Escalation Operations.Creates detailed documentation for process improvements and communicates changes effectively.Acts as a role model of the company\'s culture and values, encouraging peers to embody these principles in the workplace.