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Orlando Colbert

@orlandocolbert

Member support specialist at Uber resolving tier 3 escalations and partnering with engineering on systemic issues.

At Uber, I resolve complex, high-priority escalations through tier 3 troubleshooting and root cause analysis. I also work with program, content, and engineering teams on systemic issues and process improvements.

At Homeward Health, I resolved member concerns, scheduled appointments, and verified insurance eligibility. I also led efficiency projects to address process gaps and improve service delivery.

As Call Center Manager at Chicago Family Health Center and ATT, I improved scheduling and call center workflows, trained teams, and monitored performance metrics. At ATT, I designed and implemented campaigns that drove a 30% year-on-year increase in sales revenue at the location.

Experience

Work history, roles, and key accomplishments

Current

Senior COE Specialist II

Current

Uber

Sep 2025 - Present (1 year 2 months)

Resolved complex, high-priority escalations through tier 3 troubleshooting and root cause analysis. Directed multi-channel call center operations and partnered with cross-functional teams on solution design and process optimization.

Zendesk Jira Escalation Management Root Cause Analysis Call Center Operations Cross Functional Collaboration Process Improvement Incident Management Ticket Management

Engagement Specialist

Homeward Health

Jun 2024 - Aug 2025 (1 year 2 months)

Resolved member concerns through outbound interactions, handling sensitive scenarios with empathy and professional communication. Verified insurance eligibility, updated electronic health records, and led efficiency projects for operational scalability.

Healthcare SaaS Benefits Verification Electronic Health Records Problem Solving Process Improvement Customer Satisfaction Onboarding Regulatory Compliance

Call Center Manager

Chicago Family Health Center

Jun 2021 - Jun 2024 (3 years)

Optimized call center operations and patient scheduling to improve provider efficiency and access to care. Developed standardized templates, created provider schedules, and trained and mentored Patient Services Representatives.

Call Center Management Patient Scheduling Workflow Optimization Performance Metrics Training Mentorship KPI Reporting Process Improvement

Call Center Manager

ATT

Oct 2018 - May 2021 (2 years 7 months)

Designed and implemented campaigns that drove 30% year-on-year increase in sales revenue. Trained team on account retention, mitigated labor costs with scheduling systems, and led hiring interviews.

Sales Strategy Team Leadership Customer Retention Workforce Management KPI Reporting Performance Management Interviewing Root Cause Analysis