Lauren Allen
Lansing,IL
Summary
Professional Program Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Program Specialist
Uber Technologies
05.2022 - Current
- Analyze various sample sizes of data based on the trend signal and CPP project to identify the root causes and construct a supporting analysis for various business divisions capturing root causes
- Use Kanban boards to update project timelines and statuses, cohort analysis to accurately capture user experience, and the MECE framework to identify root causes, then construct percentages to show project findings.
- SQL query data is applied and compiled using filter names, date entries, and descriptions based on the supplied trend signal.
- Depending on the issue contact category group, between 50 and 155 data contacts are assigned to each project
- Generate a working google/excel sheets containing the essential data required to formulate the LOB's primary queries
- Created standard operating procedures.
- Develop project plans that define and convey a comprehensive understanding of the CPP category and trend indicators
- Plan and schedule weekly meetings to update the team on the project's status and to share distinct insights obtained from data analysis.
- Maintained open communication by working with stakeholders in gathering new information and updates on current/future project initiatives.
- Demonstrate and disseminate final analyses with supporting evidence and actionable outcomes to relevant stakeholders.
- Implemented strategies to increase program effectiveness.
Content / Data Analyst
Uber Technologies
08.2018 - 05.2022
- Manage 50-100 escalated cases that require direct communication with partners and stakeholders to make necessary deviations from knowledge base guidance, ensuring quality experiences for customers
- Develop new and improved content, either customer-facing or internal support
- Execute detailed support processes and solutions to customer service agents and Senior Management
- Identified, analyzed, and interpreted trends or patterns in complex data sets
- Identified, analyzed, and interpreted trends or patterns in complex data sets
Customer Service - ADA Investigator
Uber Technologies
11.2016 - 05.2018
- Handled 50 or more outbound and inbound phone calls daily
- Analyzed and problem-solved claims based on discrimination cases, and ADA cases
- Consulted with the legal team directly to avoid ADA violations
- Customized support logic and policies for Uber employees
- Guided teammates in accessing queries to solve complex cases
- Distributed Jira caseloads for teammates
- Took on leadership duties when asked or when management was not present
- Adapted to constant changes in policy and processes.
Team Lead/ Eligibility Specialist
Altastaff
11.2013 - 08.2015
- Assisted supervisor with office duties such as team timesheets, Excel spreadsheets, assigning tasks to the work unit, quality assurance for the work unit, quality assurance for the work unit, and controlling the work floor when the supervisor was not available
- Reviewed and processed medical benefits for Medicaid recipients
- Assisted in employee quarterly performance evaluations
- Conducted weekly team meetings.
- Processed and certified documents for accuracy and compliance with government regulations.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Trained staff on current eligibility requirements and policies.
Medicare/Medicaid Health Insurance Enrollment Agent
Informis Health Solutions
09.2011 - 12.2012
- Accepted 50-100 calls daily
- Performed health insurance enrollments daily
- Scheduled home visits daily for Windsor Medicare Extra health insurance
- Handled outgoing calls to members for possible insurance plan upgrades.
- Assisted clients with completion of applications and paperwork
- Scheduled appointments with applicants to gather information and explain benefits processes
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
Education
Associate of Science - Criminal Justice
MacCormac College
Chicago, IL01.2015
Skills
- Program Planning
- Program Management
- Engaging Stakeholders
- Scheduling Medical Appointments
- Program Monitoring
- Customer Service Process Improvement
- Program Development and Implementation
- Data Entry
- Problem-Solving Capabilities
- Creative Thinking
- Process Improvement Initiatives
References
Upon Request
Personal Information
Title: Senior Project Specialist
Certification
- Lean Six Sigma Yellow Belt, Uber Technologies - Aug. 2023 - Oct. 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Senior Program Specialist
Uber Technologies
05.2022 - Current
Content / Data Analyst
Uber Technologies
08.2018 - 05.2022
Customer Service - ADA Investigator
Uber Technologies
11.2016 - 05.2018
Team Lead/ Eligibility Specialist
Altastaff
11.2013 - 08.2015
Medicare/Medicaid Health Insurance Enrollment Agent
Informis Health Solutions
09.2011 - 12.2012
Associate of Science - Criminal Justice
MacCormac College
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