Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

KIMBERLY EATON

Chicago,IL

Summary

Experienced Senior Customer Care Representative with a demonstrated history of working in the technology industry. Skilled in Business Relationship Management, iOS, Social Services, Microsoft Excel, and Risk Management. Skilled Community Relations Specialist with background in fostering and maintaining positive relationships within diverse communities. Experience includes managing outreach initiatives, coordinating public events, and crafting effective communication strategies tailored to engage unique community groups. Strengths lie in strategic planning, cross-functional collaboration, crisis management and excellent interpersonal skills. Previous roles have resulted in enhanced community engagement, improved stakeholder relations and successful execution of numerous community-based projects.

Overview

10
10
years of professional experience

Work History

Excutive Community Relations Specialist

Uber
Chicago, IL
04.2024 - Current
  • Use of cross-functional skills to resolve internal and external escalations from riders, eaters, and earners.
  • Collaborates with cross-departmental teams to address and resolve complex issues.
  • Engages in executive-level communication, both internally and externally.
  • Manages and resolves Uber-related concerns for social media influencers, celebrities, and political figures.

Senior Client Success Coordinator

Uber Freight, LLC
Chicago, IL
09.2022 - Current
  • Develops training materials and leads new hire onboarding sessions.
  • Creates Scope of Support documentation for new processes.
  • Handles all escalated issues with a 100% resolution rate.
  • Coordinates with engineering teams to address and resolve bug-related concerns across departments.

Regional Operations Coordinator

Uber Freight, LLC
Chicago, IL
07.2018 - Current
  • Optimized driver onboarding process by approving qualified carriers.
  • Manages and maintains account documentation.
  • Serves as the liaison for automation support.
  • Troubleshoots app and account issues through email and phone communication.

Senior Customer Care Supervisor

Grubhub Holdings INC
Chicago, IL
05.2017 - 06.2018
  • Assist customers with escalated issues, delivering exceptional service to foster customer loyalty.
  • Manage and address customer concerns on social media platforms.
  • Resolve complaints submitted through the Better Business Bureau.
  • Investigate and recover fraudulent or unauthorized charges.
  • Restore compromised customer accounts to ensure security and satisfaction.

Driver Care Specialist

Grubhub Holdings INC
Chicago, IL
10.2016 - 05.2017
  • Assist drivers with solving delivery issues & issues encountered with restaurants
  • Adjust Driver schedules accordingly
  • Educate drivers on Delivery App & Scheduling App.

iOS & Mac Technical Support Supervisor

Kelly Services- Apple Connect Program
Chicago, IL
05.2015 - 10.2016
  • Providing support for unresolved issues from technical advisors
  • Alerting software engineers of emerging issues
  • Assisting customers with compromised accounts & restoring a sense of safety
  • Ability to effectively troubleshoot iOS Software & hardware issues
  • Syncing devices with Mac/Windows computers for a more synchronized experience.

iOS TechnicalAdvisor

Kelly Services- Apple Connect Program
Chicago, IL
05.2014 - 05.2015
  • Solved technical problems with their iPhones, iPads & iPods
  • Setting up Apple ID Accounts.

Education

B.A of Behavioral Science/ Social Work -

East West University
01.2016

Associate of General Studies with Liberal Arts background -

Malcolm X College
01.2014

High School Diploma -

Lincoln Park
01.2007

Skills

Relationship & Account Management
- Business Relationship Management
- Account Management
- Onboarding
- Collection Negotiation
- Payment Processing

Customer Support & Issue Resolution
- Escalated Issue Resolution
- Complaint Resolution (Better Business Bureau, Social Media)
- Fraudulent/Unauthorized Charges Handling
- Account Restoration
- Customer Service
- Social Media Management
- Technical Support (iOS Software & Hardware Troubleshooting)

Collaboration & Coordination
- Interdepartmental Coordination
- Automation Support Liaison

Training & Documentation
- Training Materials Creation
- Onboarding Support
- Risk Management

Technical Proficiency
- Microsoft Office (Excel, Word, PowerPoint)
- Google Suite
- Zendesk
- Salesforce
- Data Entry
- Troubleshooting
- Windows

Awards

  • Dean's List Winter Semester 2015 East-West University
  • Summer Camp Youth Volunteer
  • Apple iOS Software Expert
  • Mac OS Expert
  • Zendesk
  • Salesforce
  • Windows Expert
  • Google Suite
  • Microsoft Office Expert
  • Excel
  • Word
  • PowerPoint

Timeline

Excutive Community Relations Specialist

Uber
04.2024 - Current

Senior Client Success Coordinator

Uber Freight, LLC
09.2022 - Current

Regional Operations Coordinator

Uber Freight, LLC
07.2018 - Current

Senior Customer Care Supervisor

Grubhub Holdings INC
05.2017 - 06.2018

Driver Care Specialist

Grubhub Holdings INC
10.2016 - 05.2017

iOS & Mac Technical Support Supervisor

Kelly Services- Apple Connect Program
05.2015 - 10.2016

iOS TechnicalAdvisor

Kelly Services- Apple Connect Program
05.2014 - 05.2015

B.A of Behavioral Science/ Social Work -

East West University

Associate of General Studies with Liberal Arts background -

Malcolm X College

High School Diploma -

Lincoln Park

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KIMBERLY EATON