Holly W.
About Holly W.
Holly W. is the Operations Manager II for Resolutions, Claims, and Trust & Safety at Rover.com, specializing in managing high-risk escalations and leading a team focused on risk mitigation and resolution management.
Operations Manager II at Rover.com
Holly W. holds the title of Operations Manager II, Resolutions / Claims / Trust & Safety at Rover.com, where she has been working since 2015. Based in Seattle, WA, Holly specializes in managing high-risk escalations within the Trust & Safety Department. Leading a team focused on resolutions, claim, and escalation management, she plays a crucial role in risk mitigation while balancing the needs of PR, Legal, customers, and the company.
Previous Roles and Experience
Before joining Rover.com, Holly W. worked at Critter Doctor Animal Hospital in Kirkland, WA, from 2009 to 2015 as an Office Manager. Prior to that, she was employed as a Sales Associate at Eddie Bauer in Lynnwood, WA, from 2007 to 2014. She also has experience working as a Veterinary Assistant at BIRD & EXOTIC CLINIC OF SEATTLE INC PS in Seattle, WA, from 2005 to 2007.
Educational Background
Holly W. studied at the University of Washington, where she achieved a Bachelor of Science degree in Biology, General. Her education provided her with a strong foundation in biological sciences, completing her studies from 2003 to 2007.
Expertise in Data Analysis and Performance Metrics
Holly W. is skilled in utilizing data analysis to propose and implement improvements in key performance metrics. Her expertise includes tracking and enhancing metrics such as Time to Resolve (TTR), Time to First Response (TT1), Customer Satisfaction (CSAT), and Average Handling Time (AHT). In her role at Rover.com, these capabilities enable her to drive efficiency and effectiveness within the Trust & Safety Department.
Career Progression at Rover.com
During her tenure at Rover.com, Holly W. has shown notable career progression. She was initially hired as an individual contributor and was later promoted to a supervisor role before becoming an Operations Manager. This progression highlights her leadership capabilities and commitment to the company's success.