Arromes Rivera
Chicago,Il
Summary
Accomplished and solution-driven people leader with a demonstrated experience in agent coaching and development, stakeholder management, and program optimization. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
11
11
years of professional experience
Work History
COE Team Lead I
Uber Technologies Inc.
01.2019 - Current
- Led multiple cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Championed continuous improvement efforts by conducting regular assessments of team performance, identifying areas for growth, and developing targeted action plans for improvement.
- Maintained database systems to track and analyze operational data.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Implemented forward-thinking strategies focused on addressing nuanced business needs and resolutions, impacting merchant re-engagement resulting in the recoupment of over 20 million dollars in Uber Eats revenue.
- Improved merchant retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for all parties involved
COE Specialist 1
Uber Technologies Inc.
10.2016 - 01.2019
- Conducted thorough investigations to minimize financial losses and maintain company reputation.
- Identified trends in fraudulent activities, enabling proactive response to emerging threats followed by account restoration.
- Worked closely with colleagues across departments to ensure consistent application of risk management principles throughout the organization.
- Managed over 85 calls and emails per day while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and overall customer experience.
- Developed rapport with customers and partners through empathetic listening skills, creating positive experiences even during difficult conversations.
Lead Dispatcher
Taxi Affiliation Services
10.2013 - 02.2016
- Managed a team of 12 dispatchers, providing guidance and mentorship to improve overall job performance
- Monitored system performance and implemented improvements as needed, maintaining the highest level of service for clients.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Performed monthly audits in attempt to identify opportunities for training and development.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
Education
Communications
Triton College
River Grove, ILSkills
- Excellent Communication
- Team Development
- Coaching and Mentoring
- Relationship Building
- Problem-Solving
- Strategic Planning
- Stakeholder Management
- Public Speaking
- Training Facilitation
Timeline
COE Team Lead I
Uber Technologies Inc.
01.2019 - Current
COE Specialist 1
Uber Technologies Inc.
10.2016 - 01.2019
Lead Dispatcher
Taxi Affiliation Services
10.2013 - 02.2016
Communications
Triton College