Briana Steele
Chicago,IL
Summary
Skilled claims management professional with a strong foundation in technical support and customer service. Demonstrates expertise in case resolution and collaboration with internal teams to enhance operational efficiency. Adept at diagnosing issues, advocating for customers, and implementing solutions that improve overall service quality.
Overview
4
4
years of professional experience
Work History
Claims Advocate
Uber
Chicago, IL
06.2025 - 07.2026
- Claims Management: Accurately assess insurance exposures and determine applicable coverages by investigating and submitting first notice of loss reports to insurance carriers.
- Educated involved parties on claims process through inbound and outbound calls, ensuring they understood expectations and received necessary guidance.
- Acted as primary contact for insurance carriers, customers, and stakeholders via phone and chat, facilitating clear communication and understanding of claims.
- Collaboration: Work closely with Adjusters and other third-party insurance partners to facilitate seamless claim resolutions and ensure that all parties understand Uber's insurance policies.
- Efficiency & Accuracy: Utilize Uber's internal safety, insurance, and compliance tools to access and submit claim information while demonstrating critical thinking.
- Provided empathetic voice support and messaging handling for users involved in auto crashes, enhancing their experience during stressful situations.
Senior COE Specialist ll
Uber
Chicago, IL
10.2024 - 06.2025
- Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network.
- Tracked escalated issue trends, identified root causes, reported insights, and proposed process improvements to eliminate roadblocks in Uber's community support.
- Provide thorough, detailed customer support using various support platforms, including email, chat, and phone.
- Saved at-risk customer relationships by delivering exceptional customer service.
- Built strong relationships and partnered with internal stakeholders, including program, content, and technology teams, to enhance collaborative efforts.
- Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support-facing (e.g., the KB).
- Reported software bugs to engineering team for resolution. for issues that need engineering fixes.
- Rerouted escalated customer support issues to appropriate teams.
Senior COE Specialist l
Uber
Chicago, IL
03.2023 - 10.2024
- Acted as liaison between customers and internal teams, advocated for customer needs, investigated complex issues, identified root causes, and implemented preventative measures for long-term solutions.
- Took charge of escalated customer issues, provided effective resolutions, and collaborated with frontline support teams to streamline processes.
- Communicate transparently and professionally with customers, support agents, and other internal teams conveying complex information clearly and understandably fostering efficient issue resolution.
- Participated in identifying trends and recurring issues, collaborated with cross-functional teams to develop improvements, and contributed to enhancements of the customer experience.
- Demonstrate strong analytical skills capable of dissecting intricate issues and devising effective solutions.
- Display a deep commitment to delivering excellent customer service, understanding the importance of a positive customer experience.
- Keep a meticulous record of the escalated cases documenting every action taken and resolutions that were provided to resolve the issue.
- Provide accurate, valid, and complete information by using the right methods/tools.
Tech Support Associate
Infosys
Remote
08.2022 - 03.2023
- Diagnose and resolve technical problems related to hardware, software, or network connectivity issues, ensuring timely and effective resolution.
- Delivered front-line technical support to clients, addressing inquiries and troubleshooting issues through multiple communication channels to enhance user satisfaction.
- Demonstrated proficiency in troubleshooting hardware, software, and network issues, ensuring effective support for common operating systems and applications.
- Communicate technical information in a clear and understandable manner to non-technical users, fostering positive customer experiences.
- Collaborated with cross-functional teams to escalate issues and drive continuous improvement initiatives, enhancing overall service quality.
- Adhere to established support processes and quality standards, participating in regular quality assurance activities to enhance service delivery.
Education
Associates - Arts
Harold Washington College
Chicago, IL03-2023
Google IT Support Professional Certificate -
Merit America
06-2022
Skills
- Claims Management
- Claims processing
- Claims analysis
- Case Management
- Case resolution
- Customer Service
- Customer Advocacy
- Customer Inquiry Management
- Customer Guidance
- Escalation Management
- Issue resolution
- Tech support
- Windows 10
- Spiceworks
- Documentation management
- Process Improvement
- Stakeholder Communication
- Cross-Functional Collaboration
- Team collaboration
- Attention to Detail
- Detail orientation
- Active Listening
- Conflict Resolution
- De-escalation
- Problem Solving
- Critical Thinking
- Decision Making
- Relationship Building
- Verbal & Written Communication
- Oral communication
- Adaptability
- Claims analysis
- Claims analysis
- Team collaboration
- Decision making
Timeline
Claims Advocate
Uber
06.2025 - 07.2026
Senior COE Specialist ll
Uber
10.2024 - 06.2025
Senior COE Specialist l
Uber
03.2023 - 10.2024
Tech Support Associate
Infosys
08.2022 - 03.2023
Associates - Arts
Harold Washington College
Google IT Support Professional Certificate -
Merit America