Lamonica Thompson
Chicago,Illinois
Summary
Committed to identifying and investigating the gaps in products and processes that are surfaced through customer support interactions. Motivated to work with partners to scope and implement improvement initiatives to close those gaps and contribute to company success.
Overview
5
5
years of professional experience
Work History
Snowball Escalations
Senior COE Specialist I
02.2021 - Current
- Escalate issues via C360s when standard processes are not effective in order to improve processes and services provided
- Enhances root cause analysis skills by resolving escalated situations and asking in-depth questions of merchants to provide efficient solutions.
- Collaborates with peers to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increases efficiency and team productivity by promoting operational best practices, for example developed the Merchant Snowball Discovery process.
Churn Prevention Program
COE Specialist II
09.2020 - 01.2021
- Re-engaged Uber Eats merchants on platform that have been inactive or that have recently inquired about deactivation
- Triaged and escalated urgent issues in order to drive them to resolution
- Retained partnerships of merchants while consistently achieving and increasing outbound call volume and case closure goals each week
- Evaluated account and service histories to identify trends, using data to mitigate future issues
Restaurant Advanced Support
COE Specialist I
03.2020 - 08.2020
Scaled Account Management
COE Specialist I
04.2019 - 02.2020
- Tracked trends to establish root cause of issues
- Proactively reached out to merchants to provide insight on ways to maximize functionalities included on Uber Eats platforms
- Developed and strengthened relationships with merchants through proactive and empathetic communication
Restaurant Advanced Support
COE Specialist I
10.2018 - 03.2019
- Supported restaurant merchants by resolving issues, answering inquiries and educating users on Uber Eats systems
- Provided resolutions for merchants experiencing challenging issues through multiple support modalities (i.e. phone calls and emails)
- Helped streamline repair processes and update procedures for support action consistency
- Leveraged multiple resources and knowledge bases (KBs) to navigate ambiguous/outlier cases, create clear action steps, and reach full resolution
Education
Bachelor of Science - Biological Sciences
University of Illinois At Chicago
Chicago, Illinois12.2016
Skills
- Strong and detailed communication in written and verbal skills
- Maintain positive mentality and approach through challenges
- Strong time management skills
- Ability to quickly come to resolution in high pressure situations
- Receptive to feedback that drives performance and enhances knowledge
- Committed to providing white gloved service and improving merchant experience
- Ability to prioritize work to target highest impact issues initially
- Dedicated to following through with issues until resolution is reached
- Ability to create spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Timeline
Snowball Escalations
Senior COE Specialist I
02.2021 - Current
Churn Prevention Program
COE Specialist II
09.2020 - 01.2021
Restaurant Advanced Support
COE Specialist I
03.2020 - 08.2020
Scaled Account Management
COE Specialist I
04.2019 - 02.2020
Restaurant Advanced Support
COE Specialist I
10.2018 - 03.2019
Bachelor of Science - Biological Sciences
University of Illinois At Chicago
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