Breanna Lawson
Flossmoor,IL
Summary
Enterprise account operations professional with 7+ years of experience supporting B2B merchants, internal account teams, and client partners in large-scale, tech-driven environments. Proven expertise in merchant onboarding, administrative coordination, documentation, reporting, and data analysis. Highly organized, detail-oriented, and collaborative, with strong CRM proficiency and a track record of supporting account performance and operational excellence.
Overview
12
12
years of professional experience
Work History
Churn Prevention Specialist
Uber Eats
Chicago, IL
07.2020 - Current
- Provided operational and administrative support to 300+ B2B merchant accounts monthly, prioritizing at-risk and low-engagement partners.
- Partnered with Client Partners and Account Managers to resolve operational blockers impacting merchant retention and revenue continuity.
- Conducted proactive outreach to merchants showing declining order volume, low menu availability, or onboarding friction to prevent churn.
- Generated and analyzed restaurant performance reports (order volume, cancellations, uptime, and menu accuracy) to identify churn risk signals.
- Identified and addressed root causes of merchant disengagement, including technical issues, payout discrepancies, and operational gaps.
- Coordinated internal escalations to restore service continuity and improve merchant satisfaction.
- Supported merchant re-activation efforts by guiding partners through corrective actions and platform best practices.
- Contributed to $6M+ in recovered revenue through targeted retention, issue resolution, and proactive intervention.
COE Specialist II
Uber
Chicago, IL
10.2016 - 07.2020
- Delivered enterprise-level merchant and account support via phone and email, supporting high-volume, high-impact partners including Starbucks.
- Investigated account activity, transactions, and high-fare trips to ensure compliance with internal policies and regulatory standards.
- Analyzed historical data to identify unauthorized activity, fraud indicators, and operational risks.
- Coordinated escalations with cross-functional stakeholders, including Trust & Safety, Payments, and Operations teams.
- Supported compliance initiatives, internal audits, and operational pilot programs across restaurant and rider accounts.
- Maintained detailed internal documentation, case notes, and tagging standards to support reporting and quality assurance.
Support Coach
CTCS Consulting
Chicago, IL
01.2014 - 10.2016
- Supported B2B merchants and internal account teams with onboarding setup, administrative coordination, and operational support.
- Utilized CRM platforms including HubSpot to track accounts, manage documentation, and support reporting needs.
- Partnered with Customer Success Managers to maintain accurate records and support account strategies.
- Maintained knowledge bases, ticket categorization, and support metrics.
- Analyzed onboarding workflows to improve efficiency.
- Managed 25+ daily merchant interactions.
Skills
- Reporting & Data Analysis
- Cross-Functional Collaboration
- Salesforce
- HubSpot
- Jira
- Zendesk
- Microsoft Excel
- Google Sheets
- Google Workspace
Tools And Technology
- Salesforce
- HubSpot
- Jira
- Zendesk
- Freshworks
- Genesys Cloud
- Bliss
- Microsoft Excel
- Google Sheets
- Google Workspace
- Microsoft Office
Timeline
Churn Prevention Specialist
Uber Eats
07.2020 - Current
COE Specialist II
Uber
10.2016 - 07.2020
Support Coach
CTCS Consulting
01.2014 - 10.2016