Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

Ruby Palma

Operations Manager
Chicago,IL

Summary

Experienced operations professional with a proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven individual known for enhancing operational performance through effective leadership and problem-solving skills.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Operations Manager – Customer Success

Uber Freight
06.2018 - Current
  • Lead a cross-border scheduling team of 2 leads (Chicago) and 10–13 coordinators (Monterrey, MX), overseeing daily operations for high-volume accounts
  • Optimize workflow processes to reduce service failures, improve scheduling speed, accuracy and ensure scalable scheduling practices
  • Collaborate cross-functionally with stakeholders in Customer Success, Product and Shared Services to resolve operational blockers and align process improvements
  • Drive outsourcing and automation strategy, identifying manual tasks for offshoring and automation to increase efficiency and ability to expand work scope
  • Monitor team KPIs and lead structured feedback sessions to develop team talent and support continuous improvement and growth
  • Facilitate cross-departmental syncs to streamline communication and align operational priorities and inefficiencies
  • Inter-team project management; identifying opportunities within the Customer Success department and creating new processes to improve quality, workflow and workload

Customer Success Lead

Uber Freight
03.2020 - 03.2022
  • Managed a team of 7–10 account coordinators, delivering mentorship, coaching, and process improvements to enhance team performance
  • Identified and addressed inefficiencies in the Dollar Tree account, reducing load handling errors by 50% during peak demand.
  • Partnered with internal and external stakeholders to resolve scheduling issues and customer concerns.
  • Built daily schedules aligned to real-time volume and capacity, ensuring balanced workloads.

Account Coordinator

Uber Freight
06.2018 - 03.2020
  • Scheduled deliveries for perishable and dry goods via email, phone, and client scheduling portals, ensuring timely and accurate execution.
  • Communicated load requirements and real-time updates to both customers and carriers.
  • Acted as SME across several vertical accounts and supported onboarding and training for new team members.
  • Created internal and external SOPs to ensure consistency across teams.
  • Supported bilingual driver communication to meet load standards and prevent service issues.

Lead Roll-off CSR / Dispatcher

Groot Industries
10.2014 - 03.2018
  • Managed scheduling, dispatch, vendor coordination, permits, billing, and collections.

Assistant Manager / Sales Representative

RadioShack
06.2011 - 10.2013
  • Led daily sales operations, staff training, inventory management, bilingual customer service, and cash handling.

Education

High School Diploma -

Bartlett High School
Bartlett, IL

Skills

Customer Success

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Timeline

Customer Success Lead

Uber Freight
03.2020 - 03.2022

Operations Manager – Customer Success

Uber Freight
06.2018 - Current

Account Coordinator

Uber Freight
06.2018 - 03.2020

Lead Roll-off CSR / Dispatcher

Groot Industries
10.2014 - 03.2018

Assistant Manager / Sales Representative

RadioShack
06.2011 - 10.2013

High School Diploma -

Bartlett High School

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Ruby PalmaOperations Manager