Anthony Ball
Chicago,IL
Summary
9+ years experienced Operations Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
17
17
years of professional experience
Work History
COE Specialist II
Uber C360 Driver Escalations
08.2022 - Current
- Handled escalated cases professionally, working closely with stakeholders to achieve mutually beneficial outcomes.
- Consistently exceeded performance metrics by maintaining a strong focus on results-driven support strategies.
- Provided clear, concise documentation of support interactions for internal reference and improved service delivery.
- Mentored junior colleagues, fostering growth in their problem-solving abilities and customer service skills.
- Assisted in the development of training materials, equipping new hires with the necessary knowledge for success in their roles.
COE Specialist II
Uber Eats Premium Support
07.2020 - 07.2022
- Analyze email and phone contacts to understand the root cause of why the support tickets were created
- Create and maintain documentation regarding the coding process, such as investigation steps
- Share insights based on any trends noticed while servicing contacts
- Suggest ideas for product and process development, including filing C360 reports for Standard Replies and Knowledge Base articles
- Educated on internal knowledge bases and contact management systems
COE Specialist II
Uber Freight
07.2019 - 07.2020
- Answered and owned inbound phone calls to resolve our carrier-partners' issues in real time
- Identified and escalated common issues to our product and engineering teams
- Maintained excellent interpersonal skills and professionalism while delivering concise customer service
- Educated on multiple internal knowledge bases and contact management systems
Project Manager
Era of Elegance Wine Company
01.2011 - 06.2012
- Worked directly with sole business owner and clients to compile event details, created press releases, and developed branding initiatives
- Established a mandatory customer service training program to all client interacting employees, boosting guest satisfaction scores from 84% to 95% after 5 months
- Worked to increase employee satisfaction by developing recognition programs which decreased turnover, improved employee engagement, and improved employee satisfaction by 23%
Legal Assistant
Freed & Weiss LLC
02.2007 - 05.2010
- Drafted legal documents including motions, brief inserts, discovery documents, correspondence and legal memos
- Reviewed, organized, and summarized records for over 1000 clients using software such as Excel, Adobe, and Access
- Recruited and signed 223 new named plaintiffs to two major class action law suits (Kenmore Appliances and Pella Windows)
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Organized documents to manage paper and electronic filing systems of clients.
Education
B.A. Communications -
Benedictine University
Lisle, ILSkills
- Logical Reasoning
- Critical thinking
- Content Writing
- Proofreading
- Training & Team Management
- Email Support
- Client Relationship Management
- Customer Service
- Editing
- Customer Relations
Otherexperience
- Former head coach of Chicago Blitz pee wee football program (2004-2008)
- Former founding and steering committee member of WonderFunders non-profit comics group (over 2K members)
- Former administrator of WonderFunder new comics creators Facebook group (1.8k members)
- Creator and Writer of Disco Frankenstein comic book (work in progress)
- Newly hired in house writer for Eye Trauma comics
Continuing Education
- Creative Spark: Grammar Girl, Changing Writing One Word at a Time
- Writing Under a Deadline
- Critical Thinking
- Developing Resourcefulness
- Content Marketing: Social Media
- Learning to Write for the Web
- Writing with Flair: How to Become an Exceptional Writer
- How miscommunication happens (and how to avoid it); Effective Communication
- How to Improve Your Business Writing
- Understanding When and How To Reply To An Email
- Making Your Writing Clear
- For Good Email Etiquette
- Customize Your Communication for Your Audience
- Active Listening. How to be a great listener
- Principles of Written Communication
- A guide to effective communication
Personal Information
Title: Experienced Content Writer
Extracurricular Activities
Reading Writing Editing
Timeline
COE Specialist II
Uber C360 Driver Escalations
08.2022 - Current
COE Specialist II
Uber Eats Premium Support
07.2020 - 07.2022
COE Specialist II
Uber Freight
07.2019 - 07.2020
Project Manager
Era of Elegance Wine Company
01.2011 - 06.2012
Legal Assistant
Freed & Weiss LLC
02.2007 - 05.2010
B.A. Communications -
Benedictine University
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