Krystal Rodriguez
Chicago,IL
Summary
Working in freight industry for 6.5 years I have developed a passion to learn more about the industry focusing on how to prevent fraud and provide excellent customer serve to all stakeholders. Currently I am at Uber Freight as an Investigator ll providing efficiency, effectiveness, and quality support to carriers and stakeholders. I am looking to expand my knowledge of the freight world and bringing my knowledge to a new role.
Professional with strong background in investigative work, adept at gathering and analyzing information to uncover key insights. Known for collaborative teamwork and reliability, consistently adapting to evolving requirements to achieve desired outcomes. Skilled in critical thinking, problem-solving, and effective communication, ensuring thorough and accurate investigations.
Overview
14
14
years of professional experience
Work History
Investigator II
Uber Freight
Chicago
03.2023 - Current
- Re-branding of the department and team with a great focus on fraud prevention and carrier on-boarding.
- Continue to meet performance SLA and quality standards.
- Knowledge of carrier compliance, risk, and quality.
- Perform critical decisions on carrier risk using of platform.
- Conduct thorough carrier investigation using multiple date source before allowing a carrier into the platform.
- Focus on urgent on-boarding workflows with hyper focus on fraud prevention.
- Worked with cross functional stakeholders to support business needs of carrier on-boarding and fraud prevention.
- Maintain quality carrier profile management.
- Participate in cross trainings to assist other teams during high peak times.
- Created and maintain SOPs up to date for day-to-day task for the team and department.
Client Success Specialist
Uber Freight
Chicago
09.2022 - 03.2023
- Promoted to Client Success Specialist managing a team of 2-3 representatives.
- Continue to conduct task as an operations specialist.
- Attend weekly management meetings focusing on metrics, fraud prevention and team updates.
- Conduct weekly 1:1's with each representative.
- Attend and worked conferences to promote Uber Freight to carriers.
- Work on special projects for department as needed to help with improving workloads and managing carriers.
- Created project Equipment/Trailer Verification- to help prevent fraud in the platform. Project was successful with 39% response rate and was able to deactivate carriers that did not meet the necessary qualifications specifically did not have the correct equipment. This project help with improving on-boarding process and qualifications.
Operations Specialist
Uber Freight
Chicago
02.2020 - 09.2022
- Vett carriers using multiple date sources to confirm information and prevent fraud.
- Assist carriers with any questions regarding their on-boarding process.
- Work in multiple reports and queues day to day to assure team is meeting SLA.
- Meet performance SLA and quality standards.
- Acting lead when lead is not available to the team and point of contact.
- Work with cross functional stakeholders to support business needs.
- Train and develop new employees.
- Conduct shadow sessions for new employees outside of the department.
- Escalate any arose issues to the correct department.
- Communicate with carriers, drivers, and all parties involved in each load by using multiple platforms including phone, text, email, and chats.
- Assist co-workers by gathering information from drivers and dispatchers when loads are sent to the Spanish Support Dialapd Group.
- Train new employees through the L+D Shadow Program.
Tracking Support Agent
Uber Freight
Chicago
04.2019 - 02.2020
- Monitor and track loads, including critical loads, whom are being tracked by the Uber Freight App using SLA Tracking method.
- Maintain organized load board(s) by appointment time to ensure loads are being compliant and moving without issues.
Housing Specialist
Beacon Hill Staffing Group
Chicago
09.2018 - 03.2019
- Conduct interviews with participants for bi-annual or tri-annual re-examinations.
- Complete and submit re-examination files within required time frames.
- Process interim re-examinations as required.
- Determine housing assistance payment and tenant rent calculation.
- Educate participants on program requirements and family obligations.
- Resolve any questions/concerns between owners, tenants and Chicago Housing Authority.
- Provide excellent customer service to participants, property owners, co-workers, and vendors.
Inside Sales Representative
MD Hearing Aid
Chicago
11.2017 - 03.2018
- Received inbound calls and made outbound calls to promote hearing aids and place orders.
- Met quota for the month on the amount of hearing aid sold and returned.
- Provided excellent customer service to each new and established customer by answering any questions/concerns about the hearing aid.
Member Service Manager
LA Fitness Intl.
Elmhurst
06.2016 - 11.2017
- Promoted to Member Service Manager by District Operations Manager to help assist members nationwide to resolved escalated issues through corporate phone queue.
- Continued to complete all operation tasks. Operations Manager (April 2014–June 2016)
Operations Manager
LA Fitness Intl.
Elmhurst
04.2014 - 06.2016
- Oversee all daily operation tasks while upholding company standards.
- Hired, trained, and supervised a team of 15-25 staff and managed three different departments.
- Managed payroll and supplies & budget for the facility.
- Resolved past due accounts/memberships, reviewed billing, and processed payment.
- Manage miscellaneous gross profit, ran and reviewed reports, and ensured facility exceeded daily goals.
- Plan strategies to retain memberships and achieved monthly goals for yearly renewals.
- Collaborated with the marketing department to promote new memberships.
- Assisted the Sales Department when needed to sell different types of membership to new members.
- Operations Manager for four different LA Fitness locations.
Front Desk- Kids Club Staff
LA Fitness Intl.
Elmhurst
08.2012 - 03.2014
- Met, greet, and check-in all members and visitors.
- Provided excellent customer service to each member by assisting with any updating, questions, and concerns regarding their memberships. Provided excellent care when scheduled to work in the daycare to children.
- Provided assistance with deposits and other operational manager tasks if manager was not available.
Education
Bachelor of Fine and Applied Arts - Urban and Regional Planning
University of Illinois at Urbana Champaign
UrbanaSkills
- Microsoft Office Suite
- Google Suites
- Google Sketch
- AutoCad
- ESRI
- Adobe
- Sales Force
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Investigator II
Uber Freight
03.2023 - Current
Client Success Specialist
Uber Freight
09.2022 - 03.2023
Operations Specialist
Uber Freight
02.2020 - 09.2022
Tracking Support Agent
Uber Freight
04.2019 - 02.2020
Housing Specialist
Beacon Hill Staffing Group
09.2018 - 03.2019
Inside Sales Representative
MD Hearing Aid
11.2017 - 03.2018
Member Service Manager
LA Fitness Intl.
06.2016 - 11.2017
Operations Manager
LA Fitness Intl.
04.2014 - 06.2016
Front Desk- Kids Club Staff
LA Fitness Intl.
08.2012 - 03.2014
Bachelor of Fine and Applied Arts - Urban and Regional Planning
University of Illinois at Urbana Champaign