Terre Beloch
Senior COE Specialist 3
Chicago,IL
Summary
Highly skilled Support Specialist dedicated to maximizing customer success through effective use of empathy and root-cause analysis. Strong written and verbal communication abilities, excelling in delivering top-notch customer service. Excellent time management and administrative skills, ensuring reliable and efficient communication.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Internal Escalations
Uber Technology
11.2022 - Current
- Exemplify high-level case management, root cause analysis, stakeholder management, and subject matter expertise.
- Improve customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Deliver exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Save at-risk customer relationships by providing the highest level of customer service.
- Follow all company policies and procedures to deliver quality work.
- Manage and resolve escalated high level/complex customer support issues.
- Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make support more effective and efficient
- Build strong relationships and work in partnership with internal stakeholders.
- Make recommendations for new or improved content.
- Collaborate with cross-functional teams to address customer concerns and improve overall service quality.
- Track trends and file bug reports.
High Priority Social Media Specialist
Uber Technology
07.2022 - 11.2022
- Provide exceptional end-to-end social media support, addressing complex and urgent issues while offering effective solutions for key community influencers, ensuring timely and empathetic resolutions.
- Mitigate brand risk by delivering responsive, empathetic support and providing tailored solutions to users whose experiences could impact Uber’s narrative through social media.
- Collaborate with cross-functional teams to manage and resolve high-priority customer issues, ensuring seamless support experiences and delivering timely, accurate solutions to escalated cases.
- Continuously learn and master multiple knowledge bases and contact management systems to provide top-tier customer support.
Master Barista
Target/Starbucks
05.2019 - 11.2022
- Joined the company as a general merchandise member at a high, and moved to Starbucks at a high volume store in 3 months due to my customer service skills and ability to learn quickly on the job.
- I was then promoted to a leadership position as a Master Barista within 5 months of joining the Starbucks team.
- Responsibilities included: Ordering and stocking the inventory, helping with scheduling, training, reviewing sales from week to week, supervising team members, and resolving issues should they arise.
- Highlights: Being proactive and creating signs to advertise products that were underperforming in sales.
- This facilitated an increase in sales for those products by 150%.
- As well as training several new Team Leads while they were transitioning to become Team Leads at other locations.
Salad Bar Manager
Marianos
01.2018 - 03.2019
- Produce Clerk for a high-volume store, Supervised my team as well, and maintained our section in the evening.
- Trained new staff members on proper food handling techniques, contributing to a safe and sanitary work environment.
- Ensured compliance with all relevant health codes and regulations within the salad bar area.
- Enhanced customer satisfaction by maintaining a clean and well-stocked salad bar daily.
- Maintained accurate records of ingredient usage and expenses for efficient budget tracking and reporting to upper management.
Education
Highschool Diploma -
Naperville North High School
Naperville, United States 08.2010 - 05.2014
No degree conferred - General Education
College of DuPage
Glen Ellyn, United States 08.2015 - 10.2018
Skills
- Customer relations
- Jira
- Sprinklr
- Bliss
- Experienced with Google Suite applications
- Stakeholder Management
- Project Management
- Critical analysis
- Cross-functional collaboration
- Quality assurance
- Problem identification skills
Accomplishments
CXT reward; July, 2023
Timeline
Internal Escalations
Uber Technology
11.2022 - Current
High Priority Social Media Specialist
Uber Technology
07.2022 - 11.2022
Master Barista
Target/Starbucks
05.2019 - 11.2022
Salad Bar Manager
Marianos
01.2018 - 03.2019
No degree conferred - General Education
College of DuPage
08.2015 - 10.2018
Highschool Diploma -
Naperville North High School
08.2010 - 05.2014
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