Overview
Work History
Education
Timeline
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ROLANDO PINEDA

Chicago,IL

Overview

8
8
years of professional experience

Work History

US&C Onboarding Program Specialist STA

Uber
08.2024 - 02.2025
  • Streamlined new hire onboarding by overseeing critical backend processes, including headcount approvals, equipment procurement, work attire distribution, onboarding roadshows, and key communications.
  • Enhanced the LEAD onboarding program by introducing an interactive review game, developing three new training decks, and leading a "Train the Trainer" session for 11 new facilitators—achieving a 100% satisfaction score.
  • Developed and implemented a new process to improve nUber graduation adherence by integrating Employee Experience, enhancing resources, and implementing a monitoring system for better tracking and completion.
  • Played a key role in improving overall onboarding satisfaction by 4%, bringing it to 88%, directly contributing to the team's success and the overall effectiveness of the onboarding experience.

Learning Specialist III

Uber
11.2022 - Current
  • Led 25+ onboarding and upskilling programs for CST employees across various US&C lines of business, ensuring a smooth transition and maintaining a 98%+ trainer satisfaction score.
  • Delivered 15+ "Train the Trainer" sessions equipping BPO trainers with the knowledge and tools to implement new workflows in sales, menu creation, and customer support.
  • Optimized training effectiveness by analyzing performance data, refining instructional strategies, and collaborating with leaders to align insights with real-world challenges.
  • Enhanced training materials for group and one-on-one sessions, optimizing curriculum to meet business needs and boost knowledge retention—contributing to STEP initiatives that improved performance metrics by up to 5%.
  • Onboarded and mentored three new training specialists, providing L&D guidance, hands-on support, and structured mentorship to ensure a seamless transition and consistent training quality.

Premium Restaurant Advanced Support Specialist

Uber
02.2022 - 11.2022
  • Mentored new employees in the nUber Mentor Program, offering guidance, resources, and best practices for a smooth transition and success.
  • Led interactive Zoom shadowing sessions, analyzing complex cases and sharing best practices to enhance problem-solving and decision-making skills.
  • Contributed to the CSAT project by analyzing low-rated support interactions, identifying root causes, and providing targeted feedback to enhance case handling and customer satisfaction.

Payroll Onboarding Consultant

Toast
06.2021 - 01.2022
  • Led training and onboarding for new restaurant payroll accounts through phone, email, and Zoom, ensuring a seamless transition and compliance with company policies.
  • Designed and optimized internal control processes, identified areas for improvement, and implemented policy changes to enhance efficiency and accuracy.

Restaurant Fulfillment Specialist

Grubhub
09.2020 - 06.2021
  • Led the onboarding and activation of new restaurant partners, ensuring a seamless transition onto the platform through structured training and support, consistently achieving or exceeding the goal of activating 100+ accounts per month.
  • Provided tailored training to restaurant owners via email and phone, equipping them with the knowledge and tools to maximize their success on Grubhub.

Client Success Specialist SMB

Uber
06.2019 - 06.2020
  • Leveraged data analysis and strategic sales initiatives to drive profitability and expand product offerings, resulting in a 100K month-over-month increase in order volume.
  • Educated restaurant partners on best practices to maximize sales and platform performance through personalized coaching via email and phone.

Executive Community Relations Specialist

Uber
03.2018 - 06.2019
  • Collaborated cross-functionally with Uber’s Executive Leadership Team and key departments—including Safety, Legal, Regulatory, and Press—to investigate and resolve high-priority escalations, ensuring alignment with company policies and objectives.
  • Identified operational gaps and provided actionable insights to product and program teams, driving workflow and process improvements across U.S. and Canada markets.

Accessibility And Discrimination Service Denial Investigator

Uber
02.2017 - 03.2018


  • Assessed and interpreted case data, including testimonies and GPS analysis, to determine case resolution in alignment with Uber policies.
  • Facilitated engaging A&D info sessions to new Phoenix Service Denial agents during LOB site transfer.

Education

Bachelor of Science - Recreation and Park Administration

Illinois State University
Normal, IL
2015

Timeline

US&C Onboarding Program Specialist STA

Uber
08.2024 - 02.2025

Learning Specialist III

Uber
11.2022 - Current

Premium Restaurant Advanced Support Specialist

Uber
02.2022 - 11.2022

Payroll Onboarding Consultant

Toast
06.2021 - 01.2022

Restaurant Fulfillment Specialist

Grubhub
09.2020 - 06.2021

Client Success Specialist SMB

Uber
06.2019 - 06.2020

Executive Community Relations Specialist

Uber
03.2018 - 06.2019

Accessibility And Discrimination Service Denial Investigator

Uber
02.2017 - 03.2018

Bachelor of Science - Recreation and Park Administration

Illinois State University

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