Tirza Barksdale
Summary
Dedicated and results-driven professional with 7 years of progressive experience at Uber, demonstrating growth through a variety of roles. Skilled in cross-functional collaboration with project managers and stakeholders to enhance operational efficiency. Proven ability to identify and resolve complex problems, including detecting fraudulent behaviors and safety incidents. Experienced in coaching frontline agents, driving performance improvements and maintaining high service standards.
Overview
8
8
years of professional experience
Work History
Senior COE Specialist II- Internal Escalations
Uber Technologies Inc.
08.2022 - Current
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with cross-functional teams to achieve project goals on time.
- Working independently and collaboratively in a team environment.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Senior GLH Expert
Uber Technologies Inc.
07.2017 - 08.2022
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Worked well in a team setting, providing support and guidance.
- Conducted performance evaluations for staff members, identifying areas of improvement.
- Streamlined inventory management processes, leading to more organized and efficient stock handling system.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Education
Bachelor of Science - Cyber Security
Arizona State University
Tempe, AZ08-2027
Bachelor of Science - Developmental Psychology
Western Illinois University
Macomb, IL05-2017
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Proficient in BlissNXT, Jira
- Coaching and mentoring
- Interpersonal communication
- Deep-Dive Investigations
- Team collaboration
Timeline
Senior COE Specialist II- Internal Escalations
Uber Technologies Inc.
08.2022 - Current
Senior GLH Expert
Uber Technologies Inc.
07.2017 - 08.2022
Bachelor of Science - Cyber Security
Arizona State University
Bachelor of Science - Developmental Psychology
Western Illinois University