Trinere Perkins
Chicago,IL
Summary
Results-driven Customer Support Team Lead with over 15 years of experience in customer service, team leadership, and process optimization across tech, logistics, and operations. Proven ability to manage high-performing teams, develop training programs, and enhance customer support workflows. Adept at handling complex escalations, cross-functional collaboration, and driving continuous improvement. Passionate about fostering positive customer experiences and building scalable support systems.
Overview
10
10
years of professional experience
Work History
Senior Technical Support Specialist
Ubiety Technologies
Chicago, Illinois
03.2025 - Current
- Spearheading the development of Ubiety’s customer support function from the ground up, including process creation, workflow optimization, and documentation.
- Provide high-touch technical support for the HomeAware Sensor product, troubleshooting complex issues and collaborating with product, engineering, and operations teams to drive resolutions and continuous improvements.
- Manage and maintain the Notion Knowledge Base, ensuring it is updated with the latest product documentation and internal resources to support both customers and team members.
- Oversee SendGrid communications, crafting and managing customer-facing marketing emails to support product launches, updates, and ongoing engagement.
- Analyze customer feedback, track support trends, and implement strategies to enhance customer satisfaction and improve operational efficiency.
Tier 2 Technical Support Specialist (Contractor)
Inkind
Chicago, IL
09.2024 - 03.2025
- Provided high-touch technical support to customers, diagnosing and resolving complex platform and app integration issues.
- Developed knowledge base documentation and training materials to improve support efficiency.
- Collaborated with product and engineering teams to troubleshoot escalations and implement process improvements.
Senior Customer Support Specialist
Uber
Chicago, IL
05.2024 - 09.2024
- Managed high-priority customer escalations face to face, ensuring timely and effective resolution.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Trained and mentored newer team members to improve support quality and consistency.
- Provided feedback to leadership on customer trends, process inefficiencies, and support enhancements.
- Monitored KPIs, including CSAT scores, using Looker to track performance and identify areas for improvement.
Senior Global Operations Associate
Flexport
Chicago, IL
01.2021 - 02.2024
- Led cross-functional teams to manage high-priority customer accounts and escalations, ensuring timely issue resolution.
- Developed and implemented process improvements that increased accuracy by 25%, reducing service delays.
- Created training programs and SOPs to enhance team performance and ensure process adherence.
- Utilized Looker to track operational KPIs, analyze performance trends, and provide insights to optimize support strategies.
Operations Coordinator
Uber Freight
Chicago, Illinois
09.2018 - 11.2020
- Directed freight operations for high-volume clients, managing a team of coordinators to ensure accurate scheduling and timely delivery.
- Managed customer escalations and complex issue resolution, working closely with internal stakeholders.
- Spearheaded the creation of a BPO team, streamlining support workflows, and reducing response times by 20%.
- Managed team KPIs, ensuring quality customer support, and operational efficiency.
- Developed training materials and SOPs to standardize processes and improve performance.
Driver Care Specialist Lead
GRUBHUB
Chicago, IL
11.2017 - 08.2018
- Resolved high-frequency customer contacts through ticketing systems and seamless call handling.
- Resolved challenging customer issues through effective de-escalation strategies.
- Updated and maintained records for orders, driver profiles, and restaurant account settings in real time.
- Partnered with leadership to align on contact center objectives and elevate service standards.
Incident Response Specialist
Uber
Chicago, IL
11.2015 - 09.2017
- Handled high-severity customer escalations, collaborating with internal teams such as Trust & Safety, Legal, and Insurance.
- Developed workflows to improve response times and case resolution accuracy.
- Provided mentorship and training to junior team members, improving team efficiency and performance.
Education
Associate of Arts - Business Administration And Management
Wilbur Wright College
Chicago, IL05-2013
Skills
- JIRA
- Notion
- Looker
- SendGrid
- Smartlook
- Salesforce
- Detail-oriented
- Active Listening
- Freight Operations
- Time Management
- People Management
- Shipping and Receiving
- Problem-Solving Abilities
- Proficient in Google Suite
- Training and Development
- Slack Software Proficiency
- Performance Improvement
- Supply Chain Coordination
- Organization and Efficiency
- Proficient in Microsoft Office
- Multitasking and Prioritization
- Zendesk Call Center Software
- Customer Account Management
- Written/Verbal Communication Skills
Timeline
Senior Technical Support Specialist
Ubiety Technologies
03.2025 - Current
Tier 2 Technical Support Specialist (Contractor)
Inkind
09.2024 - 03.2025
Senior Customer Support Specialist
Uber
05.2024 - 09.2024
Senior Global Operations Associate
Flexport
01.2021 - 02.2024
Operations Coordinator
Uber Freight
09.2018 - 11.2020
Driver Care Specialist Lead
GRUBHUB
11.2017 - 08.2018
Incident Response Specialist
Uber
11.2015 - 09.2017
Associate of Arts - Business Administration And Management
Wilbur Wright College