Kara Redington
Uber
Oswego,IL
10
years of professional experience
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.
Work History
Program Specialist II
4 Years 4 Months- Managed escalated support trends, ensuring cross-team compliance with company policies.
- Boosted resolution efficiency by analyzing data and documenting essential updates.
- Enhanced operational efficiency through support management and analysis.
- Streamlined support management and analysis to enhance operational efficiency.
- Maintained high performance and user obsession to cater to the needs of each case and user.
- Applied soft skills and empathy to effectively calm and assist irate users.
Policy & Product Specialist (C360)
2 Years 4 Months- Enhanced policy and product strategy by collaborating with stakeholders at Uber to align objectives.
- Identified policy gaps and proposed updates that streamlined support processes and improved service delivery.
- Enhanced policy and product strategy through collaboration with stakeholders at Uber.
- Strengthened cross-functional relationships, facilitating effective collaboration and integration of departmental initiatives.
COE Specialist II
1 Year 5 Months- Delivered high-quality assistance, enhancing user satisfaction and engagement metrics.
- Supported drivers and consumers at Uber through multiple communication channels, promptly addressing their needs to improve overall service experience.
- Identified trends and bugs, escalating issues to drive product and policy enhancements.
- Developed strong analytical and communication skills in a fast-paced environment.
Trust & Safety - Incident Response Team
1 Year 8 Months- Managed high-sensitive user cases, delivering prompt and effective support at Uber.
- Triaged inbound inquiries and cases to optimize user satisfaction and expedite resolutions.
- Coordinated stakeholder management to streamline handling of escalated cases.
- Liaison communication between customers and stakeholders to ensure all disputes are properly resolved.
- Facilitated communication between customers and stakeholders to resolve disputes effectively.
- Strong verbal and written communication skills used in preparing and sending documents, and speaking with users and stakeholders and insurance representatives.
Education
Associate of Arts - Marketing
Skills
Compliance monitoring
Process improvement
Regulatory compliance
Root cause analysis
Trend analysis
Critical thinking
Conflict resolution
Timeline
Program Specialist II
Uber
04.2022 - 08.2026Read More
Policy & Product Specialist (C360)
Uber
12.2019 - 04.2022Read More
COE Specialist II
Uber
07.2018 - 12.2019Read More
Trust & Safety - Incident Response Team
Uber
11.2016 - 07.2018Read More
Joliet Junior College
Associate of Arts from Marketing
Read More