Summary
Overview
Work History
Education
Skills
Timeline
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Chandler Ray

Summary

Results-driven professional with extensive experience in operations, customer success, and account management, demonstrating a strong ability to enhance customer satisfaction and streamline workflows. Achievements include a 37% increase in the regional client base and a 20% closure rate on sales leads, showcasing a commitment to driving business growth. Expertise in complex issue resolution, fraud prevention, and safety support complements a proven track record of leading teams to optimize performance and foster long-term client loyalty. Recognized for reliability and adaptability in dynamic environments, consistently focused on achieving tangible results through effective collaboration and problem-solving.

Overview

8
8
years of professional experience

Work History

Senior Operations Specialist

Uber
08.2024 - Current
  • Managed 75-120 high-volume escalated fraud and safety cases weekly, ensuring timely resolution of policy violations, fraudulent activity, and security concerns.
  • Achieved an average CSAT rating of 4.97/5.0 across all interactions, exceeding the company average by 0.25, demonstrating exceptional customer service and issue resolution.
  • Investigated and resolved complex issues related to account security, identity verification, and fraudulent transactions, utilizing escalation pathways for 95% of interactions to mitigate risks.
  • Recovered over $10,000 for drivers over one year from fraudulent transactions by ensuring proper escalation and resolution protocols were strictly followed.
  • Responsible for training new hires and ensuring their timely readiness for on-floor duties, providing support across multiple locations including Chicago, New York City, and Miami.
  • Assisted with streamlining the effectiveness of Background Check escalation pathways, contributing to a more efficient and expedited process.
  • Led morning meetings upon request, providing upselling training on new tools and products (e.g., Salesforce, Jira, Zoho, Zendesk, Microsoft Office, Teams, HubSpot) for team members.
  • Analyzed case trends to identify emerging risks and recommend process improvements for fraud prevention, contributing to enhanced platform security.

Job Coach

Sharp Training Inc.
10.2023 - 08.2024
  • Managed and mentored a team of 24 individuals with special needs across 4 diverse work sites, including grocery stores, a pharmaceutical mailroom (Pfizer), and a hospitality venue (Foxwoods Casino & Hotel).
  • Led 4 individuals to full-time employment within assigned locations by developing tailored day plans and providing hands-on coaching.
  • Implemented targeted coaching strategies, resulting in a minimum of 25% increase in task completion times for individuals working on basic job functions (e.g., stocking, cleaning, departmental support).
  • Acted as a direct manager, overseeing daily progress and collaborating with site managers to ensure individuals met pre-set goals for independence and workplace readiness.
  • Tracked daily task completion and monitored work hours, ensuring compliance with state reporting requirements and accurate payroll submissions (ADP).
  • Managed cleaning teams for the Foxwoods Hotel and dining room teams for the casino, ensuring operational efficiency and adherence to standards across multiple departments.

Operations Specialist

Uber
02.2022 - 06.2023
  • Handled a high volume of daily customer service inquiries, effectively resolving issues and ensuring positive client experiences.
  • Managed sensitive customer information with strict adherence to data security and privacy protocols.
  • Investigated and resolved complex account disputes, demonstrating strong problem-solving and de-escalation skills.
  • Provided clear and effective communication to a diverse client base, fostering positive relationships and satisfaction.

Account Manager

Eatzy
10.2021 - 02.2022
  • Managed a portfolio of restaurant accounts, serving as the primary point of contact and ensuring high client satisfaction for local businesses.
  • Increased client base within Southeast CT by 37% over 6 months, successfully competing with major delivery services.
  • Generated an average of 50 leads per week, converting 45% to in-person meetings and achieving a 20% closing rate for new restaurant partnerships.
  • Provided comprehensive technical support for in-person ordering systems, dispatching logistics, and online marketplace integrations, ensuring seamless restaurant operations.
  • Oversaw critical operational elements for restaurants, including menu management, pricing adjustments, and transaction processing.
  • Led new restaurant onboarding processes, ensuring smooth integration and immediate operational readiness for clients.

Operations Manager

Hollister Co.
09.2017 - 01.2021
  • Led and mentored a team of 8-11 associates, fostering a customer-centric environment and ensuring high operational standards.
  • Managed daily store operations, including inventory control and staff scheduling, to optimize efficiency and resource allocation.
  • Implemented customer service initiatives that enhanced overall customer experience and satisfaction.
  • Oversaw store presentation and merchandising, contributing to a welcoming and organized customer environment.

Education

No Degree - Digital Marketing

Southern New Hampshire University
05.2001 -

No Degree - Business Administration And Management

Lasell University
Newton
05.2001 -

Skills

Operational excellence

Timeline

Senior Operations Specialist

Uber
08.2024 - Current

Job Coach

Sharp Training Inc.
10.2023 - 08.2024

Operations Specialist

Uber
02.2022 - 06.2023

Account Manager

Eatzy
10.2021 - 02.2022

Operations Manager

Hollister Co.
09.2017 - 01.2021

No Degree - Digital Marketing

Southern New Hampshire University
05.2001 -

No Degree - Business Administration And Management

Lasell University
05.2001 -

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Chandler Ray