Ashley Oliver
Phoenix,AZ
Summary
Operations and Service Analyst with 8+ years of experience at Uber Technologies supporting platform stability, incident response, and cross-functional operations. Proven ability to triage technical issues, coordinate outage communications, and partner with engineering teams to drive timely resolutions. Strong background in escalation management, process improvement, and stakeholder communication within fast-paced technology environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Team Analyst
Uber Technologies Inc
Phoenix, AZ
04.2020 - Current
- Analyzed data trends to inform strategic decisions and optimize operational efficiency.
- Developed comprehensive reports that influenced key stakeholder initiatives and project outcomes.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Implemented data-driven solutions that improved user experience and reduced response times.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
COE Specialist
Uber Technologies Inc
Phoenix, AZ
11.2017 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed over 50 customer calls per day.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Payment Services & Collections Specialist
Uber Xchange Leasing
02.2017 - 11.2017
- Managed accounts with payment delinquencies exceeding 30 days, negotiating repayment solutions and resolving disputes.
- Analyzed customer financial situations to determine appropriate payment arrangements.
- Identified process improvement opportunities to increase recovery rates and customer satisfaction.
Prior Authorization Specialist
MedImpact
Phoenix, AZ
09.2013 - 02.2017
- Evaluated and processed prior authorization requests for medication coverage.
- Collaborated with healthcare providers to gather necessary documentation for approvals.
- Utilized electronic health record systems to track and manage authorization workflows.
- Ensured compliance with regulatory requirements and internal policies in all transactions.
Education
High School Diploma -
Mission Bay High School
San Diego, CA2003
Skills
- Incident & Outage Management
- Technical Issue Triage
- Cross-Functional Collaboration
- Escalation Management
- Process Improvement
- Stakeholder Communication
- Operations Analytics
- SQL (basic/intermediate)
- Ticketing Systems
- Customer Experience Strategy
Certification
- JD Power Certified
- Communicating with Empathy
- Working with Upset Customers
- Difficult Conversations
Timeline
Service Team Analyst
Uber Technologies Inc
04.2020 - Current
COE Specialist
Uber Technologies Inc
11.2017 - 04.2020
Payment Services & Collections Specialist
Uber Xchange Leasing
02.2017 - 11.2017
Prior Authorization Specialist
MedImpact
09.2013 - 02.2017
High School Diploma -
Mission Bay High School