Michelle Arocha
Miami,FL
Summary
Motivated individual with experience in customer service and sales. Business-minded with a background in strategic analysis and deal negotiations Skilled in building customer relationships and understanding customer needs.
Strong communication and interpersonal skills.
Experience in technology, and multilingual skills, skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Strategic Initiatives Business Developer (CST)
Uber Technologies Inc.
06.2023 - Current
- Reached out to potential Uber Eats Partners via telephone, email, and Zoom meetings.
- Pitched new ideas to potential partners (un-managed accounts) as well as to manage these relationships and the implementation of projects.
- Worked with existing Partners to increase purchases of products and services.
- Evaluated client business needs and matched customers to appropriate products and resources.
- Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.
- Dine in deals: Enabling to leverage the Eats app to order and/or pay at physical stores, while providing Eaters with a cash back incentive
- Negotiated, prepared, and signed contracts with Uber Eats partners In Mexico City.
- Pitched ideas for business development to executive team and gave in-depth presentations to Uber Eats Partners using effective public speaking skills.
- Prospected for new business opportunities via cold calling, using lead generation lists and networking.
- Worked with existing partners to increase purchases of products and services.
- Devised effective marketing, sales, and other promotional initiatives.
- Negotiated and closed long-term agreements with new Uber Eats Partners in assigned territory.
- Created and maintained database containing information on business proposals and contacts.
Technical Expert
Uber Technologies Inc.
06.2019 - Current
- Help existing driver-partners troubleshoot any issues they experience (i.e
- A delayed payment)
- Assist with events and promotions as needed (occasionally off-site, during off-hours, or weekends)
- Stay on top of new Uber policies, procedures, and programs that affect driver-partners
- Deliver 5-star, in-person support driver-partners -Work with the driver operations team to make the support processes even better
- Help new driver-partners get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Advanced technical features and improved performance of network hardware.
Customer Service Specialist
Booking.com
02.2017 - 06.2019
- Assisting and resolving issues that may arise involving bookings to over 1,093,000 hotels worldwide.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees
- Developed customer service improvement initiatives to decrease customer wait times
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Assistant Manager
Perry Ellis
06.2015 - 02.2017
- Open & close store, track daily sales goals, inventory control, promote excellent customer service, day end balance for all-cash sales, organize employee meetings, support development, oversee sales associates, assist management in all daily operations, cover vacant shifts
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mentored team members to enhance professional development and accountability in workplace
Assistant Manager
Ron Jon Surf Shop
12.2014 - 06.2015
- Train, develop, and manage sales associates, front end manager, oversee cashier stations, ensure exceptional customer service, assist management as needed in all operations, cover vacant shifts as needed
- Delegated daily tasks to team members to optimize group productivity.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Education
Bachelor of Arts - Mass Communication
Arizona State University
Tempe, AZ08.2025
High School Diploma -
Americo Vespucio
Venezuela07.2012
Skills
- Computer Skills
- Ability to Multitask
- Complex Problem Solving
- Technical Troubleshooting
- Outreach Initiatives
- Marketing
- Account Management
- Strategic Analysis Skills
- Networking Strength
- Business Opportunity Development
- Consultative Selling Techniques
- Customer Relationships
- Strategic Negotiations
Accomplishments
Certificate of completion; Flight Attendant Preparation program ( Orlando, January 2017)
Areas of concentration: Airport city codes, aviation etiquette, language & terminology , CRM, first aid, life on reserve.
Timeline
Strategic Initiatives Business Developer (CST)
Uber Technologies Inc.
06.2023 - Current
Technical Expert
Uber Technologies Inc.
06.2019 - Current
Customer Service Specialist
Booking.com
02.2017 - 06.2019
Assistant Manager
Perry Ellis
06.2015 - 02.2017
Assistant Manager
Ron Jon Surf Shop
12.2014 - 06.2015
Bachelor of Arts - Mass Communication
Arizona State University
High School Diploma -
Americo Vespucio
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