Daniel S Ramirez
Glendale,Arizona
Summary
Hard-working and self-motivated individual with numerous years in leadership and management roles, investigations, and high-intensity environments. Extremely quick learner, who is coachable and adaptable.
Overview
13
13
years of professional experience
Work History
Team Lead
Uber Technologies Inc.
10.2023 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Trust & Safety Sr. Investigator
Uber Technologies Inc.
02.2020 - 10.2023
- Handle high volume caseloads of urgent and critical incident types
- Conduct detailed investigations by analyzing evidence and information from parties
- Master multiple knowledge bases and contact management systems
- Contact, interview, and obtain statements from insurers, witnesses, law enforcement, etc.
- Adjudicate driver and rider status on platform according to guidelines
- Manage high caseloads of urgent incident types
- Respond to insurance partners, driver partners, riders, customers, claimants, third parties, and stakeholders related to incidents / accidents that occur in connection with the Uber platform
- Provide thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
Trust & Safety Investigator (Triage)
Uber Technologies Inc.
09.2018 - 02.2020
- Balance emotional self-regulation with empathy in all communications
- Case creation through fact gathering via phone and in-app customer outreach
- Careful attention to detail in following support logic
- Skilled case organization/documentation
- Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
- Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer service
- Receive feedback for continuous case creation improvement while building and maintaining relationships with our Trust & Safety Investigations Team
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
- Represent our team with professionalism and subject matter expertise when shadowed by visitors from Uber HQ as well as new trainees
- Learn and master multiple knowledge base and contact management systems
Help Desk Supervisor
Redflex Traffic Systems Inc
06.2017 - 09.2018
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of 3-5 employees and conducted performance evaluations.
Sr. Account Manager (Retention)
Discover Card
05.2016 - 06.2017
- Mentored junior account management professionals to develop skills and increase company revenue.
- Provided extensive support in sales, technical and business areas to key accounts.
- Worked with customers to develop strategic business and account plans.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
Account Manager
Discover Card Financial Services
11.2015 - 05.2016
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
Store Manager
Starbucks
08.2013 - 11.2015
- Grow a successful, multi-million dollar business by driving sales and leveraging business acumen, efficiency and problem solving skills
- Nurture talent & lead teams by engaging the hearts and minds of my teams and developing their skills
- Inspire others through being a dynamic brand ambassador, dedicated to driving and achieving results through teams
- Impact the community by integrating business within the community and creating better moments in peoples' lives, from employees to customers
- Manage inventory control, cash control, and store opening and closing procedures.
- Manage store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Complete point of sale opening and closing procedures.
- Rotate merchandise and displays to feature new products and promotions.
Shift Supervisor
Starbucks
12.2012 - 08.2013
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Developed job assignments for the team, planned production schedules and strengthened organization of task flows.
Administrator
DNS Auto Glass (corporate office)
06.2011 - 12.2011
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
Team Lead
Castles N Coasters
09.2010 - 06.2011
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
Associate of Arts - General Studies
Glendale Community College
Glendale, AZ05.2014
High School Diploma -
Apollo High School
Glendale, AZ2011
Skills
- Problem-Solving
- Develops Continuously
- Achieves Results
- Puts Customers First
- Time Management
- Team Oriented
- Self-motivated
- Leadership
- Quick Learner
- Coachable
Timeline
Team Lead
Uber Technologies Inc.
10.2023 - Current
Trust & Safety Sr. Investigator
Uber Technologies Inc.
02.2020 - 10.2023
Trust & Safety Investigator (Triage)
Uber Technologies Inc.
09.2018 - 02.2020
Help Desk Supervisor
Redflex Traffic Systems Inc
06.2017 - 09.2018
Sr. Account Manager (Retention)
Discover Card
05.2016 - 06.2017
Account Manager
Discover Card Financial Services
11.2015 - 05.2016
Store Manager
Starbucks
08.2013 - 11.2015
Shift Supervisor
Starbucks
12.2012 - 08.2013
Administrator
DNS Auto Glass (corporate office)
06.2011 - 12.2011
Team Lead
Castles N Coasters
09.2010 - 06.2011
Associate of Arts - General Studies
Glendale Community College
High School Diploma -
Apollo High School