COE Specialist I by Jelo Velasquez

COE Specialist I

Jelo Velasquez

Technical Support Specialist

Customer Success Manager

Customer Support Representative

Google Apps

Jira

Salesforce

As a COE Specialist I, my role focuses on delivering dedicated support to Uber drivers, helping them navigate challenges and optimize their driving experience. I provide accurate, prompt assistance through channels like chat, email, and phone, handling issues such as account setup, trip-related inquiries, payments, and driver app troubleshooting.

Key deliverables include:

Driver Assistance

Resolve inquiries related to trips, earnings, account status, and policy updates.

Technical Troubleshooting

Help drivers troubleshoot the Uber app and vehicle requirements, ensuring minimal downtime.

3. Guidance on Policies and Best Practices

Educate drivers on Uber’s policies, safety standards, and platform best practices to enhance service quality.

4. Data Management and Reporting

Document cases and interactions in Uber’s CRM accurately, contributing to insights for service improvement.

5. Quality Assurance and Continuous Improvement

Meet performance metrics like resolution time and driver satisfaction, and participate in training to improve service delivery.

My goal is to empower Uber drivers by offering dependable, empathetic support, which helps them succeed on the platform while ensuring a positive experience for riders. Through clear communication and effective problem-solving, I aim to strengthen Uber’s reputation and enhance driver loyalty.

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Posted Nov 14, 2024

As a COE Specialist I, I provided support to drivers, resolving trip, earnings, and app issues while ensuring satisfaction and accurate case documentation.

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