Lamonica Thompson
Chicago,Chicago
Summary
Committed to lead a team of skilled individuals in order to investigate the gaps in products and processes that are surfaced through customer support interactions. Motivated to work with a team to scope and implement improvement initiatives to close those gaps and contribute to company success.
Overview
6
6
years of professional experience
Work History
Snowball Escalations
Senior COE Specialist I
02.2021 - Current
- Mentor and train new hire customer service representatives on the Merchant High Verification team, including 2 new hires and 1 tenured employee, enhancing their proficiency in key skills including case discovery and case escalations.
- Led a CX Connect in order to collaborate with peers to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Works closely with leadership and program when standard processes are not effective in order to improve process and services provided.
- Enhances root cause analysis skills by resolving escalated situations and asking in-depth questions of merchants to provide efficient solutions.
- Increases efficiency and team productivity by promoting operational best practices, for example developed in 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, IL12.2016
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
Accomplishments
- Achieved COE Rising Star may 2024
- Led CX Connect August 2023
- Achieved CST Xtra Award August 2022
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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