Experience

Uber Technologies LLC

• United States
• Transportation, Logistics and Storage
• 300 - 400 Employee

• Senior Program Specialist

  • Aug 2020 - Present

  Revenues and revenue-related metrics are reported and analyzed to assist project managers in making sound decisions in developing a new change of ownership process. In terms of content updates, I was a key contact for the executive leadership team members. I Filed 8 or more C360s per quarter, resulting in the updating of 6 or more Salesforce Knowledge Base articles.Outstanding stakeholder management skills, as well as the ability to distill necessary information to cross-functional partners and drive the adoption of new workflows. I Initiated 10+ merchant clawbacks, saving Uber Eats $1M+ in revenue. I also, Developed a more refined version of the US Bank account form, which resulted in a $100,000 reduction in fraud while taking on opportunities to improve workflow, quality, and production pipelines. Show less

• Support Escalation Specialist

  • Aug 2019 - Jul 2020

  Spearheaded the incubation period, launching pilot programs for banking, alcohol, and deactivations, as well as refining their existing procedures. Assisted with advanced restaurant equipment issues and account management with distressed restaurant partners reporting incidents, completing 25 tickets per day. Created JIRAs and resolutions for each advanced client issue that was complex and time-sensitive. Order totals of $2M+ were calculated correctly, 5K+ accounts were updated, and detailed records were kept for internal use. Within the first three weeks of the Alcohol Pilot, I configured 150+ merchant accounts for alcohol delivery, resulting in $100k in revenue. Show less



Enova International

• United States
• Financial Services
• 700 & Above Employee

• Loan Consultant/ Customer Service

  • Apr 2018 - Aug 2019

  • Answered customer phone calls regarding existing accounts • Guided clients through loan process with compassion and process knowledge • Made account changes upon request from customer • Resolved customers issues with high quality and compassion via phone/email • Answered customer phone calls regarding existing accounts • Guided clients through loan process with compassion and process knowledge • Made account changes upon request from customer • Resolved customers issues with high quality and compassion via phone/email



PayPal

• United States
• Software Development
• 700 & Above Employee

• Account Specialist

  • Aug 2017 - Aug 2019

  Along with maintaining client accounts, I improved communication efficiency as the primary liaison between departments and clients. Account issues were resolved by investigating fraud and advising clients on financial matters. Ensured client information was kept private, and every interaction with a client was recorded. Customers were notified of the fraudulent activity directly Along with maintaining client accounts, I improved communication efficiency as the primary liaison between departments and clients. Account issues were resolved by investigating fraud and advising clients on financial matters. Ensured client information was kept private, and every interaction with a client was recorded. Customers were notified of the fraudulent activity directly



J.L.A Enterprises

• -

• Call Center Office Manager

  • Mar 2016 - Feb 2018

   Developed quality assurance standards and established targets for all staff.  Set and managed performance benchmarks for call center employees.  Kept associate equipment organized and maintained in order to optimize team efficiency.  Achieved high sales percentage with consultative, value-focused customer service approach.  Developed quality assurance standards and established targets for all staff.  Set and managed performance benchmarks for call center employees.  Kept associate equipment organized and maintained in order to optimize team efficiency.  Achieved high sales percentage with consultative, value-focused customer service approach.



Pawsitive

• Naperville, IL

• Junior Call Center Representative

  • Dec 2014 - Mar 2016

   Broke down objections using friendly, persuasive strategies.  Proficient at computer dialing and computer software.  Gave information about available products and services including membership details and purchase advantages.  Set up new accounts and listed personal, demographic and payment information in the system.  Accurately logged all daily shipping and receiving orders  Broke down objections using friendly, persuasive strategies.  Proficient at computer dialing and computer software.  Gave information about available products and services including membership details and purchase advantages.  Set up new accounts and listed personal, demographic and payment information in the system.  Accurately logged all daily shipping and receiving orders



Docfrey Group Inc.

• Greater Chicago Area

• Office Manager/Call Center Head

  • Mar 2014 - Dec 2014

   Improved communication efficiency as primary liaison between departments, clients and vendors.  Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.  Oversaw the organization, filing and retrieval of records.  Increased customer satisfaction by greeting visitors promptly and professionally.  Scheduled and confirmed appointments for entire management team.  Improved communication efficiency as primary liaison between departments, clients and vendors.  Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.  Oversaw the organization, filing and retrieval of records.  Increased customer satisfaction by greeting visitors promptly and professionally.  Scheduled and confirmed appointments for entire management team.



Northeastern Illinois University

• United States
• Higher Education
• 700 & Above Employee

• Chicago Public School Advocate

  • Jun 2006 - Aug 2013

  Provided supervision and academic support for junior high school students and high school seniors during group activities and workshops. Organized and developed college workshops, assisted high school seniors with college search and selection. Support also involved providing student and family sustenance. Other assistance included collaboration with Program Coordinator in conducting increased learning experience for students in classroom setting and record management. Provided supervision and academic support for junior high school students and high school seniors during group activities and workshops. Organized and developed college workshops, assisted high school seniors with college search and selection. Support also involved providing student and family sustenance. Other assistance included collaboration with Program Coordinator in conducting increased learning experience for students in classroom setting and record management.



Free Spirit Media

• United States
• Media Production
• 1 - 100 Employee

• Research Developer Pre/ Post Production Intern

  • May 2012 - Aug 2012

  Intern experience within a non-profit organization thatprovides access and opportunity in media production tounder-served urban youth through hands-on in-schooland after-school educational programs. Intern experienceinvolved: Media and technical support, Advanced Design,Marketing, Customer Service, and Data Entry.

• FSM News Journalist/Production Assistant

  • Feb 2012 - Aug 2012

  Technical assistance provided before and during newsproduction. Experience involved script evaluation and editingfor news production. On-air video production and editing fornews broadcast. Developing customer satisfaction through videoservicing. Also participated in the 2012 Chicago Summit was a meeting of the headsof state and heads of government of the North AtlanticTreaty Organization, held in Chicago, Illinois, on 20thand 21st May 2012. I conducted interviews during the2012 Nato Summit in Chicago. Interviews reviewedincluded: Mary Ann Bergerson Ahern (NBC 5 News)and a Military French General. Show less



City Colleges of Chicago

• United States
• Education Management
• 700 & Above Employee

• Office Assistant

  • Jun 2011 - Aug 2011

  Provided Kennedy King College with file system support, inventory management, customer service and client reports. Maintained internal office infrastructure through client support and data processing. Provided Kennedy King College with file system support, inventory management, customer service and client reports. Maintained internal office infrastructure through client support and data processing.