RABIA HASAN
Chicago,IL
Summary
Resourceful professional with proven success in optimizing programs for enhanced efficiency. I excel in collaborating with internal stakeholders to improve processes. Eager to contribute innovative ideas and strategic insights to the CST performance management program.
Overview
4
4
years of professional experience
Work History
Senior COE Specialist, C360 Escalations
Uber
11.2022 - Current
- Serve as a subject matter expert for internal support Knowledge Base logic
- Notify program managers of support related patterns based on escalations
- Collaborate with internal stakeholders to generate content for support agents, including internal Knowledge Base articles and merchant facing help articles
- Creation and maintenance of internal articles and workflow for high-impact launches
- Optimize internal support Knowledge Base articles and workflows for customer support representatives
- Facilitate content discovery to enhance accessibility of internal resources, ensuring agents can easily locate logic in appropriate location and time frame
- Ensure correct logic satisfies merchants' needs and remain fully updated
- Actively connect operational insights to analyze and strategically create and update content
Merchant Snowball Specialist
Uber
01.2022 - 11.2022
- Resolved escalated merchant inquiries/issues through multiple modalities including email and outbound calls
- Trained new staff on job responsibilities, company policies and safety procedures for thorough onboarding
- Assisted with knowledge base updates where content was outdated/incorrect
- Investigated complex issues through deep dive and use of system tools/resources
- Found creative resolutions for difficult, repetitive concerns
- Communicated with internal stakeholders to determine root cause of issues
- Provided feedback to leadership and program teams about new processes, merchant requests, trends
- Lead live solve/shadow sessions for new agents as well as internal stakeholders looking to receive insight on processes
Restaurant Advanced Support
Uber
10.2019 - 01.2022
- Resolved restaurant issues through multiple methods such as inbound and outbound calls, email and tickets
- Flexed in during pandemic to take on additional tasks while achieving metrics
- Worked on various projects and pilots including Uber initiated account deactivations, alcohol enablement and bulk banking updates
- Communicated through notation, email and slack to provide thorough explanations of ongoing cases
- Filed Jiras to quickly resolve technical issues reported by merchants
Education
Bachelor of Arts - Psychology
Northeastern Illinois University
Chicago, IL05.2018
Skills
- Strong and concise communication
- Stakeholder Engagement
- Process Improvement
- Attention to Detail
- Highly structured
- Time management
- High accountability and self-motivated
- Problem Solving
- Task Prioritization
Timeline
Senior COE Specialist, C360 Escalations
Uber
11.2022 - Current
Merchant Snowball Specialist
Uber
01.2022 - 11.2022
Restaurant Advanced Support
Uber
10.2019 - 01.2022
Bachelor of Arts - Psychology
Northeastern Illinois University
Similar Profiles
Calvenel Junior JeanCalvenel Junior Jean
Driver at UberDriver at Uber
Joandra CabralJoandra Cabral
Vehicle Crash Claims at UberVehicle Crash Claims at Uber
Leonardo De Castro SilvaLeonardo De Castro Silva
Independent Driver Partner at UberIndependent Driver Partner at Uber
James EstherJames Esther
Independent Contractor at UberIndependent Contractor at Uber
Blanca SalgadoBlanca Salgado
Medical Assistant/Preceptor at Advocate Media GroupMedical Assistant/Preceptor at Advocate Media Group