Natalie Geraci

Experience

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  7-Eleven

  Jan 2015 - Jul 2017

  • Manager

    Oct 2016 - Jul 2017

  • First Shift Lead / RSA

    Jan 2015 - Oct 2016
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  Move Management International

  Aug 2015 - Oct 2016

  MMI Associate Relocation Counselor
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  7-Eleven

  Nov 2017 - Apr 2018

  Sales Associate
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  Uber

  Aug 2018 - Jan 2022

  -Serve as go-to-person regarding day to day operations for Experts while maintaining high KPI’s - Educated partners about Uber’s support options, online tools, tutorials, and other self-help resources- Fostered relationships between Uber and driver-partners- Interact and collaborate with teams from different regions to improve our level of service to customers- Familiar with policies and procedures in Denver, Ft. Collins, Boulder, and Colorado Springs markets- Handled escalations and implemented critical thinking and problem solving on difficult issues- Helped create and present training material and knowledge checks- Support daily operations through oversight and analysis- Ardently suggest improvements to current policies and processes to ultimately better relationships both internally and externally through quality VOCs and C360s- Guide and mentor team to strengthen quality and efficiency metrics- City Lead/POC for Lost and Found-City and region lead for Salam Chapter, Islamic faith - Helped create and run Salam’s first Fast-a-thon which was shared company wide through US&C- Project management- Briefly assisted the phone support teams; worked on phone support team taking inbound driver and courier calls for all US&C- worked on a Knowledge Base Scrub project supporting all over US&C: -auditing tickets done by previous agents for resolution, ability to follow policy, and flagged issues to appropriate teams -crafted content for updating, correcting, or creating new content for knowledge bases used by the global teams -researched and analyzed trends within previously resolved contacts -worked directly with project managers to update and fine tune project details -Worked with internal SPOT teams to audit driver submitted documents for fraud. Show less

  • Senior Expert (floor manager)

    Jul 2019 - Jan 2022

  • Expert

    Aug 2018 - Jul 2019
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  SmartSense by Digi

  Jan 2022 - Oct 2022

  Technical Support Specialist

  - provide support to customers via inbound phone calls and email tickets, mostly independently - connect with various internal teams via chat and email-escalate issues as needed after triaging and determining base issue- respond to customers within SLA- use of netsuite, jira, excel, MS teams, and outlook

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  Swell Energy

  Jan 2023 - Feb 2024

  Customer Support Specialist

  -Conducted Tier 1 troubleshooting for solar and Energy Storage Systems (ESS).-Provided prompt responses to customer inquiries via incoming calls, texts, and emails.-Initiated outbound communication with customers through calls, texts, and emails.-Managed customer accounts using Zendesk, Wave, and Salesforce platforms.-Proficiently handled customer escalations to ensure satisfactory resolution.-Generated service tickets and coordinated with Operations teams for issue resolution.-Maintained regular correspondence with internal teams via Slack and email for efficient daily operations.-Met or exceeded daily metrics set by management-Triaged customer issues and escalated to T2 as necessary Show less