Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kara Redington

Oswego,IL

Summary

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.

Education

Associate of Arts -

Joliet Junior College
Joliet, IL
01-2014

Skills

  • Stakeholder management
  • Process improvement
  • Compliance monitoring
  • Trend identification
  • Critical thinking
  • Conflict resolution

Timeline

Program Specialist II

Uber
04.2022 - 08.2026

Policy & Product Specialist (C360)

Uber
12.2019 - 04.2022

COE Specialist II

Uber
07.2018 - 12.2019

Trust & Safety - Incident Response Team

Uber
11.2016 - 07.2018

Associate of Arts -

Joliet Junior College
Kara Redington