Results-driven Program Specialist with expertise in operational efficiency and stakeholder collaboration. Proven track record in enhancing support processes and driving data-driven decision-making to improve customer satisfaction.
Overview
10
10
years of professional experience
Work History
Program Specialist II
Uber
Chicago
04.2022 - 08.2026
Managed escalated support trends to ensure compliance with company policies across teams.
Conducted root cause analyses to eliminate operational friction on diverse issues.
Boosted resolution efficiency by analyzing data and documenting essential updates.
Enhanced operational efficiency through support management and analysis.
Policy & Product Specialist (C360)
Uber
Chicago, Illinois
12.2019 - 04.2022
Enhanced policy and product strategy through collaboration with stakeholders at Uber.
Identified policy gaps and proposed actionable updates to improve support efficiency.
Identified policy gaps and proposed updates to improve support processes.
Strengthened cross-functional relationships to foster effective collaboration across departments.
COE Specialist II
Uber
Chicago, Illinois
07.2018 - 12.2019
Delivered high-quality assistance that increased user satisfaction and engagement.
Supported drivers and consumers at Uber through multiple communication channels to address needs promptly.
Identified trends and bugs, escalating issues to facilitate product and policy improvements.
Developed strong analytical and communication skills in a fast-paced environment.
Trust & Safety - Incident Response Team
Uber
Chicago
11.2016 - 07.2018
Managed high-sensitive user cases, ensuring prompt and effective support at Uber.
Triaged inbound inquiries and cases to optimize user satisfaction and expedite resolutions.
Engaged in stakeholder management to facilitate the efficient handling of escalated cases.
Engaged in CSR training and workshops to strengthen professional development and customer service capabilities.