Kirklyn Clemons
Chicago,IL
Summary
Operations and support specialist with experience contributing to product-operations initiatives, piloting process improvements, analyzing customer support insights, and partnering cross-functionally to improve support workflows and execution. Offers expertise in achieving optimal results with competent planning and organization skills. Analytical thinker able to inspire and cultivate productive working relationships with employees and partners.
Overview
4
4
years of professional experience
Work History
Senior COE Specialist II - Eats Fastrack
Uber Technologies Inc.
Chicago, IL
11.2024 - Current
- Supported experimentation and implementation of a redesigned POS escalation workflow by managing live issue intake, testing routing pathways, documenting friction points, and partnering cross-functionally on process refinements that informed rollout.
- Contributed to development of a merchant sentiment intelligence workflow by analyzing feedback trends, tracking insights in shared reporting tools, and surfacing improvement opportunities that supported launch of a new operational support model.
- Supported stakeholder alignment by communicating feedback, surfacing blockers, and contributing to shared project deliverables.
- Tracked feedback trends across cross-functional stakeholders to support launch readiness.
UGO Specialized Senior COE Specialist I
Uber
Chicago, IL
01.2022 - 11.2024
- Piloted fraud escalation protocols by testing handling procedures, identifying issue trends, and providing process feedback that contributed to standardized support guidance for multiple teams.
- Contributed to planning efforts by providing insights from user feedback and market analysis.
- Contributed operational insights used to inform planning discussions and process improvements.
- Supported escalation workflow testing impacting merchant support issue routing.
Education
Diploma - undefined
Tinley Park High School
01.2020
Skills
Cross-Functional Stakeholder Management
Process Improvement
Experimentation Support & Pilot Testing
Execution Tracking & Workflow Documentation
Jira
Google Sheets
Basic SQL
Salesforce
LANGUAGE
English
Timeline
Senior COE Specialist II - Eats Fastrack
Uber Technologies Inc.
11.2024 - Current
UGO Specialized Senior COE Specialist I
Uber
01.2022 - 11.2024
Diploma - undefined
Tinley Park High School