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Summary of Qualifications
Award-winning customer service leader with nearly three years of live chat and email support experience.
Trained, mentored and coached team members on best practices of telephone and email support.
Promoted multiple times at Uber for consistently exceeding customer service performance goals.
Earned Employee of the Month and Top Crew Member honors for outstanding results achieved.
Can type 75 words per minute and proficient with Windows and Apple computer operating systems; Microsoft Office; Google Docs; Zen Desk; JIRA; Confluence; Parature; and AWO/ORMS software.
Experience installing hardware and software and resolving issues in a timely and efficient manner.
Strong experience as a community moderator across social media platforms.
Professional Experience
Uber Nov. 2014-Present
Cross Support Manager
Tier 3 Driver Support
Tier 2 Driver Support
Tier 1 Driver Support
Promoted multiple times for consistently exceeding performance objectives.
As Manager, led a team of 11 customer support agents to provide outstanding service to key stakeholders, including for live chat and telephone support.
Trained, mentored and coached agents on best practices of customer service and problem resolution.
Interviewed candidates and drivers for employment opportunities and hired team members that were a good fit, including verifying the insurance and registration of drivers; fired those for poor performance.
Completed investigations when disputes arose between a customer (rider) and a driver.
Also currently:
Fine Dining Server, The Mount Vernon Club Nov. 2012-Present
Previously:
Seasonal Tier 2 Moderator/Customer Support, Meta-verse Mod Squad June 2014-Aug. 2014
Seasonal Reservation Agent, Reservations.gov Apr. 2014-June 2014
Customer Service Representative, USA Contact Point June 2013-Apr. 2014
Customer Service Associate, Petco Sept. 2011-Oct. 2012
Earned Employee of the Month honors in Mar. 2012 for outstanding performance.
Customer Service Associate, Chuck E. Cheese Aug. 2009-Feb. 2010
Honored as Top Crew Member in 2010 for exceptional performance.
Volunteer Work
Four years experience as a Game, Website and Forum Moderator across community/social media platforms.
Volunteer at a Recreation Center, teaching children how to use a computer and the Internet.
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