Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shantrell Love

Chicago,IL

Summary

Results-driven and professional leader with 8+ years of management and program specialist experience. Skilled in leading cross-functional teams, executing complex programs, and aligning initiatives with organizational goals. Proven ability to resolve team challenges, enhance KPIs, and implement continuous process improvements. Adept at program planning, performance tracking, and delivering data-driven results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

COE Team Lead II - Eats FasTrack

Uber
12.2021 - Current
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Led cross-functional projects to completion while maintaining strong collaboration among team members.
  • Assisted in recruitment to build team of top performers.
  • Collaborated with other department stakeholders to streamline workflows and achieve business goals.

COE Specialist II - Eats FasTrack

Uber
02.2020 - 12.2021
  • Performed root cause analysis of recurring issues, implementing corrective actions to prevent future occurrences and drive process improvement.
  • Improved customer satisfaction through proactive problem-solving & a white-glove customer service approach.
  • Collaborated with cross-functional stakeholders to achieve collective goals in a timely manner.
  • Conducted deep-dive analyses to uncover gaps in support, communication, and broader organizational processes contributing to merchant dissatisfaction and churn risk.

Client Success Specialist

Uber
07.2019 - 01.2020
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions to their needs.
  • Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
  • Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
  • Conducted quarterly business reviews (QBRs) to discuss performance, uncover growth opportunities, and identify potential churn risks.

COE Specialist II - Churn Prevention

Uber
08.2018 - 07.2019
  • Piloted new program for providing merchant support.
  • Utilized effective communication and problem-solving techniques to understand and address merchant concerns, ensuring a positive customer experience.
  • Worked directly with churned or at-risk merchant partners to resolve issues, rebuild trust, and successfully
    reactivate partnerships.
  • Developed and implemented feedback systems to understand merchant pain points, driving continuous improvement in service offerings.
  • Recaptured $5million+ for Uber Eats platform.

Uber Driver Partner

Independent Contract
01.2017 - 08.2018
  • Displayed strong communication skills while interacting with diverse groups of riders daily.
  • Followed company guidelines and policies when interacting with passengers.
  • Assisted passengers with loading and unloading luggage for enhanced customer care.

Manager of Operations

Shiekh Shoes
06.2012 - 12.2016
  • Led daily operations of a high-volume retail store, managing a team of 20 employees across sales, customer service, and inventory functions.
  • Implemented training programs that improved team productivity and overall customer service culture.
  • Managed P&L responsibilities, maintained shrink below company threshold, and consistently exceeded sales and labor efficiency targets.
  • Increased monthly sales by 7% through strategic merchandising, staff coaching, and performance-driven initiatives.
  • Led the region in annual sales for four consecutive years by motivating and coaching the team to consistently exceed daily and monthly sales goals.

Education

Bachelor of Science - Business Management

CALUMET COLLEGE OF ST. JOSEPH'S
Hammond, IN
12.2012

Associate of Arts - Psychology

PRAIRIE STATE COLLEGE
Chicago Heights, IL
12.2009

Skills

  • Written & Verbal Communication
  • Cross-functional Team Leadership
  • Data Analysis & Reporting
  • Risk Assessment & Mitigation
  • Program Development
  • Training & Staff Development
  • Performance Metrics Tracking
  • Stakeholder Engagement

Certification

Emergency Medical Technician Jan 2018 - present

Timeline

COE Team Lead II - Eats FasTrack

Uber
12.2021 - Current

COE Specialist II - Eats FasTrack

Uber
02.2020 - 12.2021

Client Success Specialist

Uber
07.2019 - 01.2020

COE Specialist II - Churn Prevention

Uber
08.2018 - 07.2019

Uber Driver Partner

Independent Contract
01.2017 - 08.2018

Manager of Operations

Shiekh Shoes
06.2012 - 12.2016

Bachelor of Science - Business Management

CALUMET COLLEGE OF ST. JOSEPH'S

Associate of Arts - Psychology

PRAIRIE STATE COLLEGE

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Shantrell Love