Jack Kelly

Currently working as a Level 3 Membership Services Representative at WHOOP, providing high-quality member support across a broad range of areas, including data analytics, order fulfilment, hardware troubleshooting, and account management.

Since joining WHOOP, I have been entrusted with several additional projects and responsibilities beyond my core role, reflecting strong performance and product knowledge. Key responsibilities and achievements include:

• Membership Retention Team: Selected as one of just four representatives from a team of 30+ to join a dedicated membership retention initiative. Conduct outbound calls with members who disengaged from WHOOP shortly after beginning their membership, identifying product or experience-related blockers, providing support where appropriate, and gathering actionable feedback on the reasons behind disengagement.
• CSAT Analysis & Improvement: Selected to independently review 1-star Customer Satisfaction (CSAT) feedback to identify recurring trends, pain points, and opportunities to improve the member experience. Provide insights into potentially addressable causes of negative feedback, contributing to ongoing efforts to improve CSAT performance. Early results from the project have already demonstrated positive improvements.
• Subject Matter Expert & New-Hire Training: Selected to support the onboarding and training of new Membership Services representatives as a Subject Matter Expert (SME), sharing product knowledge, troubleshooting expertise, and support best practices.
• Technical & Operational Expertise: Skilled in analysing member data, troubleshooting hardware and product-related issues, managing order fulfilment queries, and handling account and membership update requests while delivering effective resolutions.

These additional responsibilities have allowed me to develop experience in customer retention, data-driven analysis, root-cause identification, customer experience improvement, stakeholder feedback, coaching, and team development, alongside my core customer support expertise.

Worked within Uber’s courier operations, investigating complex onboarding and document-verification issues that prevented couriers from accessing the platform. Combined account analysis, document review and direct courier engagement to resolve cases while identifying opportunities to improve internal support processes.

• Conducted detailed investigations into courier accounts and supporting documentation, reviewing large volumes of information across internal systems and Google documentation to determine why submissions had been rejected or couriers were unable to complete onboarding.
• Reviewed photo submission metadata as part of document-verification investigations to identify potential tampering and support accurate decisions on document validity.
• Investigated incorrectly rejected renewal documentation for existing couriers and issued appropriate compensation where errors had resulted in couriers being unable to access the platform.
• Managed sensitive and complex escalations involving dissatisfied couriers, initially acknowledging concerns through written communication before arranging and conducting outbound calls to understand their experience, gather feedback and work towards resolution.
• Played a key role in improving the document verification process by contributing to the introduction of a video-submission function for couriers whose documentation had been flagged. This provided support teams with additional verification evidence and helped reduce the amount of time affected couriers remained offline while awaiting resolution.
• Used recurring issues identified through individual case investigations to contribute to wider process improvements, helping address underlying support and onboarding problems rather than focusing solely on individual case resolution.
• Developed strong experience in root-cause analysis, document verification, metadata analysis, process improvement, customer escalation management and operational problem-solving within a high-volume environment.

Operated as a Subject Matter Expert within Uber’s support operations, acting as a key point of contact for frontline agents while supporting knowledge management, quality improvement and the resolution of recurring operational issues. Worked closely with agents, senior management and cross-functional stakeholders in a fast-paced environment to identify gaps in processes and improve both the consumer and delivery partner experience.

• Knowledge Base Management: Owned and maintained internal Knowledge Base content, reviewing agent-reported gaps, conflicting guidance and scenarios where established processes or support logic were unclear or unavailable. Assessed whether changes were required before creating new Knowledge Base articles or updating existing documentation.
• Process & Logic Improvement: Investigated recurring issues escalated by frontline agents to determine whether problems originated from agent understanding, existing support processes, conflicting internal guidance or gaps in established procedures. Implemented documentation improvements where appropriate to provide agents with clearer and more consistent resolution paths.
• CSAT Analysis & Reporting: Independently conducted the team's monthly review of 1–3 star CSAT feedback, manually analysing cases across the full reporting period to identify recurring trends, agent performance opportunities and wider operational issues affecting customer satisfaction.
• Stakeholder Reporting: Consolidated CSAT findings into structured monthly communications for senior management and relevant stakeholders, highlighting key trends, areas requiring improvement and systemic issues—such as refund-processing delays—that had negatively affected the customer experience.
• Continuous Improvement: Translated findings from CSAT analysis into actionable improvements, ensuring identified agent-related issues were incorporated into team discussions and addressed through coaching, updated guidance and daily huddles.
• Daily Team Huddles: Entrusted with leading daily team huddles, communicating operational and process updates, discussing recurring issues and providing agents with an opportunity to raise questions or seek clarification on complex cases.
• Real-Time Agent Support: Served as an accessible escalation and knowledge resource for frontline agents through Slack, providing guidance on complex or unusual cases while simultaneously managing analytical, documentation and operational responsibilities.
• Cross-Functional Collaboration: Worked closely with agents, management and other stakeholders to communicate emerging issues, maintain alignment on support processes and ensure operational problems affecting consumers and delivery partners were appropriately surfaced.
• Developed strong capabilities in knowledge management, root-cause analysis, CSAT analysis, stakeholder communication, process improvement, coaching, prioritisation and multitasking within a high-volume operational environment.

Provided high-volume, multi-channel support to both consumers and delivery partners across the Uber Eats platform, managing back-to-back phone and email queries in an extremely fast-paced environment. Investigated account, order, payment and platform-related issues while balancing customer experience with adherence to internal policies and procedures.

• Consumer Support: Assisted consumers with a broad range of order and account-related issues, including delayed or undelivered orders, account setup difficulties, promotional offers and promotions not applying correctly.
• Investigated individual order issues using internal systems to understand what had occurred and determine the appropriate resolution while clearly communicating outcomes and next steps to consumers.
• Handled general app feedback and feature/service requests, including requests for specific restaurants to be made available through the Uber Eats platform, ensuring relevant feedback was appropriately documented.
• Delivery Partner Support: Supported delivery partners with fare, account, document and platform-access queries, including investigating situations where partners believed they had been incorrectly paid for completed deliveries.
• Fare & Route Analysis: Reviewed delivery route information across Uber's internal tracking systems and Google Maps to validate fare-adjustment requests, comparing available journey data before determining whether additional compensation was appropriate.
• Exercised judgement when making fare adjustments, ensuring requests were assessed accurately and consistently against available evidence and internal policies.
• Supported delivery partners experiencing document-verification issues, providing clear guidance on outstanding requirements and the steps necessary to restore or maintain access to the platform.
• Managed sensitive account-access cases, including instances where delivery partners were flagged for potentially using a different vehicle type from the one registered to their account. Clearly communicated why an account had been temporarily taken offline, the review required and the next steps in the process.
• Managed back-to-back customer interactions throughout each working day, prioritising cases effectively while maintaining accuracy, professionalism and attention to detail in a high-volume, time-sensitive environment.
• Communicated with customers who were frequently contacting support during frustrating or time-sensitive situations, requiring strong active listening, empathy, de-escalation and expectation-management skills while remaining focused on achieving an appropriate resolution.
• Developed strong proficiency in customer communication, case investigation, data validation, problem-solving, conflict resolution, decision-making, time management, multitasking and policy application while supporting two distinct user groups with different operational needs.