Rita Lee

Oak Park, IL 60302 | 773-793-1583 | rita.lee3@proton.me

Summary
Individual Contributor with comprehensive experience managing employer-client relationships and developing
processes. Focused on managing accounts systematically with an affinity for expanding network connections.

Skills
Standard operating procedures Microsoft Office
Self-motivated Zendesk
Decision-making Salesforce
Planning & organizing G-Suite

Experience
PROGRAM SPECIALIST III | 11/2022 - Current
Uber Eats - Chicago, CA
Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
Demonstrate excellent communication skills in resolving product and consumer complaints.
De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
Ask probing questions to determine service needs and accurately input information into electronic systems.
Make outbound calls to obtain account information.
Manage a backlog of 7 or more cases and consistently meet or exceed SLAs.

PROGRAM SPECIALIST III | 02/2022 - 11/2022

Uber Freight - Chicago, IL
Identify opportunities to improve or enhance operations.
Developed and delivered educational and informational presentations on program initiatives.
Liaised with stakeholders to answer questions and highlight areas of opportunity.
Conducted weekly audits and prepared WoW reports highlighting process gaps and customer pain points.
Partnered with program management on recommendations, process improvements and corrective action plans.

COE SPECIALIST II-III | 09/2019 - 02/2022

Uber Freight - Chicago, IL
Exercised versatility in fast-paced, agile work environments.
Participated in ongoing training and compliance activities.
Worked with stakeholders to improve processes through providing recommendations.
Quickly became an SME and represented our team for the company's HQ shadow session.
Upskilled and supported OSD and Detention teams.

ASSISTANT PROPERTY MANAGER | 11/2017 - 04/2019

South Side Stories Property Management - Chicago, IL
Developed strong, professional relationships with residents by delivering exemplary service and engagement.
 Answered calls and responded to inquiries from various parties using strong active listening and open-ended
questioning skills to resolve problems.
Handled resident complaints and expedited maintenance requests.
Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
Conducted apartment tours for potential tenants and answered questions about property.
Conducted tours of vacancies with prospective tenants.
Improved leasing processes and shortened the leasing execution time.

Education and Training

Arizona State University - Tempe, AZ | Bachelor of Arts
Organizational Leadership, Expected in 05/2023