Arlita D. Stroud
Chicago,IL
Summary
Results-driven and detail-oriented professional with a passion for process improvement and a track record of successful project management. Ability to lead projects from start to finish, delivering results within tight deadlines. Strong attention to detail, ensuring high-quality standards and compliance with company guidelines. Exceptional communication skills, able to influence and collaborate effectively with cross-functional teams. Thrives in fast-paced and ambiguous environments, embracing change and continuous improvement. Seeking the position that helps to lead projects, develop processes, and deliver a world-class customer support experience globally.
Overview
18
18
years of professional experience
Work History
Sr .Expert, In-person Support
Uber Technologies, Inc
Chicago, IL
01.2022 - Current
- Led and managed multiple projects focused on improving customer support processes and overall service quality.
- Provided exemplary training in office procedures and policies to new employees.
- Reviewed established procedures to assess areas in need of improvement.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Researched and led investigations into various areas to drive improvements and devise new processes.
- Conducted regular quality assessments and audits, identifying areas for improvement and implementing corrective actions.
- Successfully trained and mentored many team members to enhance their understanding of quality standards and best practices.
- Act as liaison for any and all expert escalations involving earners
- Monitoring appointments check-in times as well as ensuring appropriate appointment times are met
- Intake/send outbound communication for all lost and found items throughout the city of Chicago
- Acted as a subject matter expert for quality-related queries and provided timely support to team members.
- Responsible for auditing expert escalations prior to submission to specialized teams
In-person Support
Uber Technologies, Inc
Chicago, IL
12.2019 - 01.2022
- Assist drivers and delivery people with in-person, virtual, phone, and messaging support
- Write process documentation to determine action on earner’s account through utilizing multiple internal resources
- Create and audit menus for accuracy and optimal user-friendly experience
- Assess unemployment insurance claims using queries to determine eligibility, and communicate findings to state agencies
- Conduct document approvals, including entering new data and conducting quality checks
- Carry out a versatile array of new initiatives designed to provide stakeholder support
- Resolve earner inquiries and troubleshoot account and device issue across multiple modes of communications
- Organize, schedule, and conduct interviews to select new top-tier earners for luxury rides
- Cultivated employee expert resource form to assist in boost of team morale
Lead Sales Supervisor
Best Buy Mobile
Chicago Ridge, IL
01.2010 - 08.2019
- Managed, mentored and trained a team of customer service professionals
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Recognized employee skill lags and closed gaps with enhanced training and personal mentoring.
- Created and implemented several quality control initiatives to increase customer satisfaction/demand
- Utilized extensive range of strategic sales strategies to ensure maximal sales opportunities
- Developed and implemented employee evaluation process to address and improve employee performance
- Maintained detailed records and documentation of daily shipping/receiving orders
- Provided exceptional brand knowledge and awareness to generate customer loyalty
- Facilitated weekly marketing and merchandising walk-throughs to create optimal sales opportunities
- Implemented efficient conflict resolution skills to address and solve all conflicts in timely manner
- Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
- Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
- Supported team members by assisting in upselling products and services and closing sales with customers.
Sales Associate
Carson’s
Chicago Ridge, IL
01.2007 - 01.2010
- Peer coach/mentor and trained new associates
- Assisted customers with immediate demands and concerns relating to store merchandise
- Established and maintained visual marketing aesthetic to promote optimal sales experience
- Effectively collaborate with all members of the sales and management team
- Exemplified excellent customer service by effectively addressing specific needs of customers
- Maintained safe and orderly work environment to prevent loss prevention and promote sales
- Helped customers find specific products, answered questions and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Trained new team members in cash register operation, stock procedures and customer services.
- Obtained signatures for financial documents and internal and external invoices.
Education
Associate - Arts
City Colleges of Chicago-Harold Washington College
Chicago, IL05.2022
High School Diploma -
Tilden High School
06.2007
Skills
- Project Management
- Process Improvement
- Quality Assurance
- Data Analysis
- Communication and Collaboration
- Attention to Detail
- Creativity and Innovation
- Team Leadership
- Adaptability
Timeline
Sr .Expert, In-person Support
Uber Technologies, Inc
01.2022 - Current
In-person Support
Uber Technologies, Inc
12.2019 - 01.2022
Lead Sales Supervisor
Best Buy Mobile
01.2010 - 08.2019
Sales Associate
Carson’s
01.2007 - 01.2010
Associate - Arts
City Colleges of Chicago-Harold Washington College
High School Diploma -
Tilden High School
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