Summary
Overview
Work History
Education
Skills
Software
Timeline
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Constance Coleman

Nashville,Tennessee

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Specializing in escalated issues with irate customers or clients. Hardworking and passionate job seeker with strong organizational skills eager to secure position. Ready to help team achieve company goals.

Overview

13
13
years of professional experience

Work History

Escalation Specialist

Uber Freight Support
Memphis,, TN
11.2021 - Current
  • Improved abilities and product knowledge on continuous basis to provide optimal service and achieved TPH.
  • Calculated correct drive times, updated accounts and maintained detailed records for account management.
  • Followed-through on all critical inter-departmental escalations to increase carrier retention rates.
  • Investigated and resolved accounting, service and delivery concerns.

Risk and Compliance Agent

Uber Technologies Inc.
San Francisco, Cali, United States
07.2020 - 11.2021
  • Gathered, organized and evaluated data to make accurate assessments of carriers.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Monitored compliance with processes, policies, procedures and standards in regards to collection and management of background information.

Service Recovery Agent

Postmates
Nashville , TN
12.2017 - 07.2020
  • Managed social media accounts, generating interest for existing and upcoming product or service releases.
  • Increased customer engagement through social media.
  • Drove cross-functional collaboration with focus on quality service delivery.
  • Set clearly defined goals to drive customer retention, brand awareness and website or social media traffic.
  • Handled Escalated zendesk tickets from unsatisfied customers within the app.


Education

High School Diploma -

Family Christian Academy
Family Christian Academy
05.2005 - 05.2005

Skills

Multi-line phone talent

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Software

Zendesk

Sprinklr

Text Expander

Saleforce

Checkr

Timeline

Escalation Specialist

Uber Freight Support
11.2021 - Current

Risk and Compliance Agent

Uber Technologies Inc.
07.2020 - 11.2021

Service Recovery Agent

Postmates
12.2017 - 07.2020

High School Diploma -

Family Christian Academy
05.2005 - 05.2005

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Constance Coleman