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#Inbound Problem: Action taken by agent: Why was the problem not resolved?: What is the carrier POC’s name and what is the best way to contact them?: References: Load link: Zendesk ticket: NA Call link:

Ellen Esquibel Comdata

UB093EE
January2023

Manage Express check request express check code input details retrieve code

cancel/checking status perform code maintenance

#Inbound Problem: Action taken by agent: Why was the problem not resolved?: What is the carrier POC’s name and what is the best way to contact them?: References: Load link: Zendesk ticket: NA Call link: #ibtracking Current Location: {Frederick, MD} ETA Date: {NA} ETA Time: {NA} at Dropoff} Update: {On time}

#proactive_call

#proactive

#proactive_email_update #proactive_call

PROBLEM: ACTION: Why was the problem not resolved?: CARRIER POC:

REFERENCES ZD: WL: CALL LINKS:

#ibtracking Location: {city, state} ETA, Date: {XXXXXX} ETA, Time: {XXXX at (pick-up, drop-off)} Update: {On time, Running late, No ETA}

PUDO/RUNNING LATE / PUDO TRANSFER SPIEL Line 1: With Driver Hi (drivers name), for your (correct pick up number or drop off number, running late issue) I'll be needing to get a representative from our escalation team. While I'm getting one, may I place the call on hold? Line2: With Agent Hi this is Misha,, from Carrier Inbound Support, I have (Driver name) on the other line and he/she is fully verified the load ID# is …. and he /she would like to get assistance regarding her correct pick up number (correct pick up number or drop off number, running late issue) Can I go ahead and transfer here to you? Conference Call

Hi Leeban,

This is Misha from Uber Freight. I think our call may have been dropped due to tech issues. If you still require our assistance, please reach back out to our Inbound [Shipper/Carrier] Support team 1-844-822-8237 at your convenience.

Thank you,

Uber Freight Support

Hi Chris,

Happy to help. I just wanted to provide a quick recap of our conversation.

In order to update your account information, we'll need missing ACH information to be submitted via this link: z.uber.com/achform

Thank you,

Uber Freight Support

I'm the highest level of support that is available right now.

For the benefit of the doubt.

#latefeerequested anytime you need to escalate a late fee

#proactive_call Running late issue type: whenever the carrier calls us

#tonu2.0 agent received a call regarding a potential TONU. Do NOT use it for TONU Payment calls. ONLY used for Live Load TONU issues.

If there is a follow up call on an existing TONU call, using this hashtag is not required.

#proactive caller proactively call for tracking updates on a load

Confirm Load - FAQ - Team Load

C- haracter A- ttitude R- elationship E- xcellence E- xperienced R- est

God's Blessings

  1. Peace
  2. Privileges
  3. Perspective
  4. Passion
  5. Pardon

Transfer to PUDO

United States_Freight Escalations_PUDO_English_Normal

Transfer to Shipper Support

United States_Freight Shipper Support_Load_English_Normal

Transfer to Spanish Queue

United States_Freight Support_Load_Spanish_Normal

Transfer to Payment Department

United States_Freight Support_Payment_English_Normal

Carrier Sales Team - Unable to book desired load

UberFreight_Carrier_Hot_Loads +113127411498

https://sdx4.io/chrome - Mindful

https://payments.uberinternal.com/account/manager - SF confirmed load details

https://help.uber.com/freight/carrier/article/using-fleet-mode?nodeId=0bcbf15c-b4ff-4c9b-8d29-d2c9514de3bb

Add/Removed Driver for SF

MACRO: Carrier Support::Explain::Manage drivers

https://docs.google.com/forms/d/e/1FAIpQLSePoJs0QrA2J5mtiw4d2qeKfdBEb9ixd3HBmftf9sFSbhNn6w/viewform - Tracking Suspension Quiz

https://apps.usw2.pure.cloud/ - Pure Cloud

PureCloud Collaborate apps.usw2.pure.cloud

https://chrome.google.com/webstore/detail/freight-case-builder/olonnffjjekkpialfeidgnpeogaapodn/related - Zendesk

https://bliss.uberinternal.com/phone/webrtc?hideHeader=true# - Bliss

https://portal.wfo.telusinternational.com/wfo/ui/#wsm%5Bws%5D=legacyWorkspace&url=..%2Fcontrol%2Fmyschedule%3FNEWUINAV%3D1&selTab=1_MY_HOME-%3E1_FS_MYSCHEDULE-%3E2_FS_MYSCHEDULE_PERSONAL - Verint

https://chrome.google.com/webstore/detail/freight-case-builder/olonnffjjekkpialfeidgnpeogaapodn - Freight Case Builder

This is a unique customer and load type that requires a specific team to resolve the case. I'm sending this over to that team now though, and you should expect to hear from them soon with an update

Coca- Cola - Carrier Support::Route to CSO Support::Coke Load

Target - Carrier Support:: Escalate to Daytime AM

Molson Coors - before midnight - Carrier Support::Escalate to Swing AM

After Midnight - Carrier Support::Escalate to Daytime AM

Hi Paul,

Thanks again for reaching out. I just wanted to provide a recap after our conversation.

I've taken a look at your request, and we're still waiting for a response from our specialized team.

We’ll get you a response as soon as possible. Sorry for the wait!

Thank you, Uber Freight Support

Suspended Carriers/Factoring Companies NOTE: If one of these carriers is contacting Uber Freight for a payment status OR a factoring company is asking on behalf of these carriers, do NOT proceed with the review.

List of Carriers:

Key Transport Services Inc. Pulido Transport Inc. LUCKY ROAD LOGISTICS INC LA SUPREME CARRIERS MGH EXPRESS INC VT TRUCKING INC Great American Trucking Services OBAN TRANSPORTATION INC AVETI EXPRESS TRUCKING Goodman Logistics Professional Freight Inc Us Amplitude Inc. Road King Express Inc Oasis Transportation Inc Domestic Carrier Inc Og Transport Group Inc GA TRANS INC A&n Express Transit Inc Mt On Time Inc. M Sea Solutions Dream Team Transport Inc Back Road Express Inc EG LOGISTICS INC GOT FREIGHT INC RVG EXPRESS PRIORITY EXPRESS SHIPPING INC MIKA TRUCKING INC DRILONI TRUCKING LLC ARC TRANSIT INC Western Sky Trucking BLUE SKY FREIGHT ARC TRANSIT INC Saav Logistics Inc WILLMORE TRUCKING INC ROAD LEADERS INC G&M GLOBAL WESTCAL TRANSPORT INC Elite Trucking Association GA TRANS INC FREIGHT ALLIANCE AROMA TRANS INC BLUE SKY FREIGHT Air Loom Valley s Top Notch Moving Inc ALPHA SHIPPING GROUP INC Ok Logistics Group Inc ELTO LOGISTICS FREIGHT ALLIANCE BRADFORD EXPRESS INC YTRS LOGISTICS PANTO TRUCK LLC

List of Factoring Companies: Asteria Corp, Crossroads, Royalty Capital

CALLER IS DEAD AIR Hi [caller name], I’m having trouble hearing you so I’m going to end the call but will give you a call right back!” CALL BACK SPIEL Hi, [Caller's name], This is Mary from Uber Freight and I'm just following up to make sure that everything has been covered because the line got disconnected. Before we proceed, I have to let you know that this call is being recorded for quality and training purposes. Is that okay? So I'm calling you back because the call got disconnected so before the call was disconnected we're currently talking about CALL BACK SPIEL FOR VOICEMAIL MESSAGE “Hi [caller’s name], this is Mary from Uber Freight Support. I’m just reaching out because I think we may have experienced some tech issues during our call. If you still require assistance, please give us a call back at 844-822-8237 and we’ll be happy to help you. Thanks and have a good rest of your day!” SPIEL FOR TRANSPLACE “This is a unique customer and load type that requires a specific team to handle this kind of load. I'm sending this over to that team now, and you should expect to hear from them soon with an update” Spiel on Tools downtime Thank you for calling Uber Freight. Unfortunately, our tools are currently experiencing a system wide outage that is not allowing us to view your information. Our Engineering team is aware of the outage and working to get our tools back up and running. We understand this is frustrating, but please allow a few hours so that we may better assist you

United States_Freight Escalations_PUDO_English_Normal PUDO/RUNNING LATE / PUDO TRANSFER SPIEL Line 1: With Driver Hi (drivers name), for your (correct pick up number or drop off number, running late issue) I'll be needing to get a representative from our escalation team. While I'm getting one, may I place the call on hold? Line2: With Agent Hi this is Misha,, from Carrier Inbound Support, I have (Driver name) on the other line and he/she is fully verified the load ID# is …. and he /she would like to get assistance regarding her correct pick up number (correct pick up number or drop off number, running late issue) Can I go ahead and transfer here to you? Conference Call : Hi (Drivers name), Thank you so much for staying on the line. I have my Colleague from the escalation team here. His/her name is (Agent) I already provided your concern and he'll/she’ll be assisting you further. I will be leaving the call now. Thank you for calling Uber Freight and both of you have a great day!

Hi Team,

We’ve informed the carrier of their new number.

Thanks for your assistance!

Uber Freight Support Shipper Support Line: 877-289-8237 Hi Team,

Thanks for your assistance!

We’ve let the carrier know that they should be able to get worked in.

We appreciate your flexibility.

Uber Freight Support Shipper Support Line: 877-289-8237

Angel Fritz Ibanez, Yesterday 7:44 PM Hi Team,

We would like to have a follow up on the request.

Please advise.

Thank you,

Uber Freight Support Shipper Support Line: 877-289-8237

Angel Fritz Ibanez, Yesterday 7:47 PM PUDO Escalations::to CUSTOMER::Running late::Set appt::Request reschedule/workin

No Comms macro if you haven't send email to the cust

After purchase order facility note - Lumper

https://w6.iconnectdata.com/Login/logout UB093LR Telus@2035

How to clear cache

For SS use this: explorer ms-screenclip: https://gtt.telusinternational.com/time - New glogger