Cecilia Zavala
Boston,MA
Summary
Accomplished and energetic operations leader with expertise in driving regional performance and executing strategic initiatives across rideshare, last mile operations, customer service, and logistics. Proven ability to lead high-performing teams, foster cross-functional partnerships, and leverage servant-based leadership to drive engagement, performance, and exceptional customer experiences. Track record of reducing fleet downtime by 30%, increasing fleet utilization, achieving NPS 10 points above target, and managing P&L performance across a $17M portfolio.
Overview
8
8
years of professional experience
Work History
Northeast Operations Manager
Zipcar
Boston, MA
01.2025 - Current
- Directed operations across US and Canadian regions; reduced downtime in half for several markets while maximizing fleet utilization
- Navigated market headwinds to capture $17M in revenue, optimizing fleet utilization and vendor alignment to safeguard regional profits
- Expanded regional market reach and revenue streams by driving ground implementation and partner adherence for Uber and Via initiatives in major metropolitan hubs (Boston, Philadelphia, Pittsburgh, Toronto); ensured safety compliance with industry standards and compliance
- Engineered cross-functional initiatives to elevate customer experience, driving market-level NPS performance 10 points ahead of benchmark
Fleet Manager
Zipcar
Boston, MA
11.2022 - 01.2025
- Managed one of our largest operational teams, coaching and developing employees while overseeing vendor relations, fleet maintenance and safety compliance for thousands of vehicles across New England; actively engaged in SOP adherence, training and supported several regions
- Analyzed fleet performance data and launched comprehensive preventative maintenance and shuttling programs, cutting downtime by 30%
- Managed comprehensive operations across the region, maintaining full P&L accountability, vendor negotiations, inventory control and workforce management; spearheaded rollout of electric vehicles (EVs), expanding brand footprint and sustainable mobility initiatives
Operations Lead
Lyft
Boston, MA
10.2021 - 11.2022
- Managed a team of bilingual operations associates in delivering frontline customer service to thousands of drivers and members, addressing high escalation cases and analyzing data trends to identify process improvements; implemented strategies that optimized team performance
- Drove performance initiatives to maximize CSAT SLA (98.7%) into Q4, collaborating cross-functionally to enhance member experience and directing New England driver engagement, increasing survey responses from 9% to 16%; ensured safety compliance to industry standards
- Supported management of Lyft’s rental fleet, focusing on optimizing rental operations and driving high utilization; analyzed data trends to identify performance outcomes & led daily briefings to communicate goals, facilitate feedback, and resolve service issues
Area Manager II
Amazon
Boston, MA
06.2020 - 10.2021
- Developed optimal scheduling models and accelerated peak-season onboarding, successfully building commercial driver capacity under tight timelines while driving warehouse-wide engagement and safety metrics; drove best regional on-time departure (OTD) during prime week
- Incorporated rigorous fleet audits and scorecard adherence with DSPS, cutting missing parcel KPIs by nearly 50% and sustained execution
- Served as regional fleet champion, strengthening Delivery Service Partner (DSP) relationships, maximizing logistics efficiency, and mentoring incoming Area Managers to sustain operational performance; piloted initiative to successfully improve eNPS across the region
Student Administrative Supervisor
Purdue University
West Lafayette, IN
06.2018 - 05.2020
- Partnered with CELD director in administering records management, reviewing invoices, employee scheduling and office responsibilities; led team of front-desk student assistants, created new playbook to maximize performance and efficiency
- Coordinated campus events and increased overall office visibility; developed new procedures to maximize office workflow
- Arranged domestic travel, provided customer support, and managed inventory and clientele bookings for executive and office personnel.
Education
B.S. - Psychology
Purdue University
West Lafayette, IN05-2020
B.A. - Law & Society
Purdue University
West Lafayette, IN05-2020
Minor - Forensic Sciences
Purdue University
West Lafayette, IN05-2020
Skills
- Regional Operations Management
- Strategic Planning & Execution
- P&L Management
- Process Improvement & Optimization
- Performance & Vendor Management
- Team Leadership & Development
- Fleet Optimization
- NPS/Customer Experience
Volunteer Experience
Purdue University Professional Student Facilitator - Facilitated interactive, large group workshops (30-50 attendees) to empower students on utilizing their Clifton Strengths in strength identification exercises for continued application within academic and professional settings (Service: 10/2019 to 05/2020)
Purdue College of Health & Human Sciences - Student Mentor: Facilitated and mentored student’s growth and provided academic and professional support via career setting goals. Undertook semester training in leadership, communication and mental health to provide students with impactful experience, held weekly development sessions to empower students, provide tutoring and engaged in community service and tours (Service: 03/2018 to 05/2019)
Purdue University (Forensic Science Department) Teaching Assistant: Facilitated lab preparation and provided instructional support to university students on proper forensic protocol and analysis, Held office hours, maintained safety logs, provided constructive feedback, and aligned with course instructor on objectives & expectations (Service: 03/2018 to 05/2019)
Languages
- English, Native speaker
- Spanish, Pre-intermediate
Honors And Awards
- Boston Chamber of Commerce Woman in Leadership Graduate - Selected for a competitive professional development cohort focused on inclusive leadership, strategic negotiation, and team management. Designed and pitched an Individual Action Project targeted at driving organizational impact and workplace equity. (Sep 2025 to May 2026)
- Employee Recognition Award (Zipcar) - awarded to high performing employee in fleet ops for exhibiting core values and driving operational performance above benchmarks
- Amazon Boston Region - Best OTD for Prime Week, Lead team’s success in acquiring best OTD (on-time departure) within all Amazon delivery stations within the region
- Charles E. Dunn Outstanding Student Employee Award - issued to one student within the Purdue Memorial Union in 2020 for building impactful relationships with customers, peers, professional staff, and ultimately providing a learning laboratory that adds significant value to the educational experience
- Student Employee of the Year - Issued for exemplary performance in 2018 – 2019 by the Purdue Department of Civic Engagement & Leadership Development
- 21st Century Scholarship Purdue University - Performance and need-based scholarship of $40,000 with service hour, academic and extracurricular involvement requirements
- Purdue Semester Honors - maintained a 3.8 GPA or higher during the 2018 & 2019 academic semesters
Timeline
Northeast Operations Manager
Zipcar
01.2025 - Current
Fleet Manager
Zipcar
11.2022 - 01.2025
Operations Lead
Lyft
10.2021 - 11.2022
Area Manager II
Amazon
06.2020 - 10.2021
Student Administrative Supervisor
Purdue University
06.2018 - 05.2020
B.S. - Psychology
Purdue University
B.A. - Law & Society
Purdue University
Minor - Forensic Sciences
Purdue University