Krystal Rodriguez
Chicago,IL
Summary
Fraud and operations professional with 6+ years of experience in the freight industry, specializing in fraud prevention, risk reviews, carrier onboarding, and process improvement. At Uber Freight, I investigated carriers, created and improved SOPs, trained teams, and work cross-functionally to resolved issues. I’m passionate about making processes clearer, more efficient, and effective.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Investigator II
Uber Freight
02.2025 - 05.2026
- Reviewed carriers during onboarding by gathering information from multiple sources to verify identity, business details, and qualifications.
- Checked carrier records for potential fraud risk and compliance issues before approving platform access.
- Supported urgent onboarding cases while completing investigations accurately and within required timeframes.
- Collaborated with other teams to gather additional information and resolve carrier issues.
- Developed and revised SOPs to streamline daily team processes.
- Kept carrier profiles accurate and maintained proper documentation.
- Met team SLA and quality expectations while handling high investigation volume.
- Cross-trained with other teams and provided support during busy periods.
Client Success Specialist
Uber Freight
09.2022 - 02.2026
- Promoted to client success specialist and supported a team of 2–3 operation specialist representatives while continuing to support daily operations.
- Joined weekly management meetings to review team performance metrics, fraud prevention, and operational issues.
- Built a project to help prevent fraud during the carrier onboarding process called Equipment/Trailer Verification Project.
- Project achieved a 39% response rate from carriers recently onboarded to the platform, allowing deactivation of carriers without required equipment.
- Improved onboarding process by finding gaps in carrier requirements and verification.
- Partnered with other teams to resolve issues and support onboarding process changes.
- Helped representatives with process questions and provided support when issues arose.
Operations Specialist
Uber Freight
02.2020 - 09.2022
- Reviewed and vetted carriers using multiple sources of information to confirm details and help prevent fraud.
- Worked across multiple reports and queues each day while meeting SLA and quality expectations.
- Served as the acting lead and main point of contact when the team lead was unavailable.
- Worked with other departments to resolve carrier and operational issues.
- Trained new employees and helped them learn team procedures and daily workflows.
- Conducted shadow sessions for employees from other departments.
- Helped with process and workload improvements when new issues or business needs came up.
Tracking Support Agent
Uber Freight
04.2019 - 02.2020
- Monitored freight loads, including critical loads, and followed up when there were issues that could affect a shipment.
- Managed load boards and appointment times to help keep loads moving as scheduled.
- Communicated with carriers, drivers, dispatchers, and internal teams by phone, email, chat, and text.
- Gathered information from drivers and dispatchers to help resolve issues and support the Spanish Support team.
- Escalated issues to the correct department and followed up until resolved.
- Supported department projects to improve workload balance and carrier support
- Trained new employees through the L&D Shadow Program.
Operations Manager / Member Service Manager
LA Fitness
04.2014 - 03.2019
- Managed daily operations across multiple departments and locations.
- Hired, trained, and supervised teams of 15–25 employees.
Managed payroll, supplies, budgets, and daily operational reports. - Reviewed reports to monitor performance and meet daily and monthly goals.
- Served as Operations Manager for four different locations.
- Handled escalated customer issues from the customer support queue.
Education
Bachelor of Fine And Applied Arts - Urban And Regional Planning
University of Illinois At Urbana-Champaign
Champaign, ILSkills
Fraud prevention and risk assessment
Carrier onboarding and verification
Process improvement
SOP creation and maintenance
Quality management and SLA oversight
Operational reporting
Employee training
Google Workspace expertise
Salesforce and Zendesk utilization
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Investigator II
Uber Freight
02.2025 - 05.2026
Client Success Specialist
Uber Freight
09.2022 - 02.2026
Operations Specialist
Uber Freight
02.2020 - 09.2022
Tracking Support Agent
Uber Freight
04.2019 - 02.2020
Operations Manager / Member Service Manager
LA Fitness
04.2014 - 03.2019
Bachelor of Fine And Applied Arts - Urban And Regional Planning
University of Illinois At Urbana-Champaign