Tomiko Shaw currently serves as a Team Lead and Subject Matter Expert (SME) at DoorDash, where she plays a pivotal role in shaping the customer support landscape within a high-volume contact center environment. With her extensive supervisory experience, Tomiko is adept at managing and developing...
Tomiko Shaw currently serves as a Team Lead and Subject Matter Expert (SME) at DoorDash, where she plays a pivotal role in shaping the customer support landscape within a high-volume contact center environment. With her extensive supervisory experience, Tomiko is adept at managing and developing high-performing teams of Customer Support Representatives (CSRs). Her leadership style is characterized by a commitment to fostering an inclusive and motivating atmosphere, which empowers her team to excel in delivering exceptional customer service.
In her role, Tomiko identifies trending issues that impact the customer experience, guiding CSRs to proactively address these challenges in their daily interactions. This strategic approach not only enhances service delivery but also contributes to continuous improvement initiatives across the organization. By collaborating with cross-functional teams, Tomiko optimizes processes that streamline operations and elevate the overall customer experience. Her expertise in strategic planning and Lean Manufacturing principles further supports her ability to implement effective solutions that drive efficiency and quality.
Tomiko’s background in product development and Six Sigma methodologies equips her with the analytical skills necessary to assess performance metrics and identify opportunities for enhancement. Her excellent interpersonal skills enable her to establish trust and build strong working relationships, both internally with colleagues and externally with customers. As a leader, she is committed to nurturing talent and ensuring that her team is well-prepared to meet the evolving demands of the industry, ultimately contributing to DoorDash's mission of delivering food and convenience to customers while maintaining the highest standards of service.
