Nadine Mearday
Uber Technologies
Park Forest,IL
21
years of professional experience
Skilled in customer service and technical support with extensive experience in call center operations and fleet management. Adept at multitasking across platforms, resolving complex issues, and delivering exceptional communication and phone etiquette. Eager to leverage my abilities in customer service excellence and de-escalation techniques in a new Claims Advocate role.
Work History
DRIVER SERVICE ASSOCIATE
10 Months- Assisted fleet drivers by answering incoming calls and providing shop referrals for vehicle maintenance and damage
- Documented accident reports for collision team to streamline follow-up processes
- Arranged roadside assistance and vehicle rentals for fleet drivers
Senior COE Specialist II
10 Months- Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
- Provide thorough, detailed customer support using various support platforms including email, chat, and phone
- Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber’s community support more effective and efficient
- Build strong relationships and work in partnership with internal stakeholders including program, content, and technology teams
- Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support facing (e.g., the KB)
- File bug reports for issues that need engineering fixes
- Save at-risk customer relationships by providing the highest level of customer service
- Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch
CUSTOMER SERVICE REPRESENTATIVE/CALL CENTER
16 Years 7 Months- Guided customers in product selection, facilitated order placement, and tracked shipments to enhance satisfaction
- Coordinated with sales, marketing, and operations teams to resolve complex customer inquiries and improve service quality
- Fostered customer relationships through active listening and empathy, contributing to a reduction in complaints
- Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
CLIENT SUPPORT SPECIALIST
1 Year 10 Months- Liaised between client and internal departments, establishing clear communication channels
- Managed daily schedules and assigned drivers to routes, optimizing delivery efficiency
- Responded promptly to customer inquiries, effectively resolving issues related to deliveries or pick-ups
Education
GED
Skills
Technical support
Conflict resolution
Fleet management
Live chat support
Phone etiquette
De-escalation techniques
Problem-solving
Call center management
Service recommendations
Communication skills
Client support
Upselling techniques
Timeline
Senior COE Specialist II
Uber Technologies
01.2026 - 11.2026Read More
DRIVER SERVICE ASSOCIATE
Wheels
03.2025 - 01.2026Read More
CUSTOMER SERVICE REPRESENTATIVE/CALL CENTER
Verizon
03.2008 - 10.2024Read More
CLIENT SUPPORT SPECIALIST
Empire Today LLC
03.2006 - 01.2008Read More
College of DuPage
GED
Read More