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, ILSkills
Customer Success
High-Volume Accounts
Process Optimization
Team Leadership
Cross-Border Team Management
Excel
Google Sheets
Problem-solving
Customer service
Performance monitoring
Operations management
Data analysis
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