Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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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

10
10
years of professional experience

Work History

Senior Greenlight Expert

Uber Technologies Inc.
06.2019 - Current
  • Help existing drivers-partners troubleshoot any issues they experience
  • Developed and maintained courteous and effective working relationships.
  • Stay on top of new Uber policies, procedures, and App updates that affect drivers-partners
  • Deliver 5-star, in-person support
  • Help new drivers-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.

Strategic Initiatives Business Developer (GiGS)

Uber Technologies Inc.
05.2023 - 07.2023
  • Uber Dine in deals pilot: Reached out and pitched the new project to Uber Eats Partners via telephone, email, and Zoom meetings.
  • Collaborated with company departments to develop new strategies to capitalize on emerging customer and market trends.
  • Set and achieved company defined sales goals.
  • Negotiated, prepared, and signed contracts with Uber Eats partners ( 70 pitches and 29 contracts signed).
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Created and maintained database containing information on business proposals and contacts.

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
08.2025

High School Diploma -

Americo Vespucio
07.2012

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

Google Certificate of Completion: Foundations of Digital Marketing and E-Commerce.


Certificate: https://www.coursera.org/account/accomplishments/verify/YNEWH8HVGZ76



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.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Strategic Initiatives Business Developer (GiGS)

Uber Technologies Inc.
05.2023 - 07.2023

Senior Greenlight 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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Michelle Arocha