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Stephanie Velasquez Guzman
Long Beach,CA
Summary
COE Specialist II at Uber Technologies with expertise in customer retention and compliance. Proficient in Jira and regulatory compliance, driving improvements in outreach strategies and customer satisfaction. Strong problem-solving skills and experience in team training enhance operational efficiency and support delivery.
Overview
18
18
years of professional experience
Work History
COE Specialist II
Uber Technologies
01.2026 - Current
- Managed proactive phone outreach campaigns to enhance customer retention, gather service feedback, and resolve account inquiries.
- Conducted systematic follow-ups with customers to ensure satisfaction and address concerns, fostering strong customer relationships.
- Tracked and analyzed daily call volume, engagement response, and conversion rates to refine outreach strategy and achieve key performance indicators (KPIs).
- Reviewed, verified, and approved official documentation to maintain strict compliance standards.
Operations Specialist
Uber Technologies
02.2021 - 01.2026
- Oversaw primary escalation channels, efficiently resolving high-priority customer and operational issues.
- Reviewed and approved C360 escalations, ensuring adherence to standard operating procedures and service quality standards.
- Supplied support agents with operational tools, knowledge articles, and workflow resources, streamlining issue resolution.
- Trained and mentored onboarding Uber Agents, aligning team with core performance and quality benchmarks.
- Developed and managed daily rotational schedules for floor supervisors, coordinated shift breaks, and optimized meal coverage to maintain seamless floor coverage.
- Prepared and organized essential documentation to facilitate seamless onboarding for Uber Black drivers.
Tech. Support Specialist
Uber Technologies
03.2019 - 02.2021
- Deliver high-volume in-person technical support across UberX, Uber Black, and Uber Eats business lines.
- Managed partner needs, reservations, and goals while providing technical and operational troubleshooting to enhance user experience.
- Provided remote operational, technical, and live phone/messaging assistance for Uber Eats merchants, POS system integrations, and the Uber Driver application.
- Manage daily ticket resolution and bug tracking using Jira, Salesforce, and C360.
- Conducted virtual onboarding and support sessions with Uber driver-partners to improve engagement and resolve platform inquiries effectively.
- Facilitated 1:1 and group consultations with current and prospective Uber driver-partners.
- Communicate complex updates regarding terms of service and compliance policy shifts to end-users directly.
- Led high-priority resolution campaigns, addressing background check remediations, fraud investigations, and insurance claim processing to ensure compliance and customer satisfaction.
- Audit and verify critical government identification and legal documentation for authenticity, risk mitigation, and regulatory compliance.
Store Manager
Ace Check Cashing
11.2017 - 03.2019
- Directed daily operations and staff performance, ensuring adherence to company service standards.
- Managed high-volume financial transactions, ensuring accuracy and compliance in short-term loans, money transfers, check cashing, and bill processing.
- Executed regular financial and store audits to maintain compliance and accuracy across all accounts.
- Resolved elevated customer service inquiries, enhancing customer satisfaction and efficiently managed inventory flow.
Assistant Manager
PLS Check Cashing
11.2015 - 11.2017
- Managed proactive outreach and account follow-ups, reducing delinquency rates across auto title loan portfolios.
- Processed and evaluated high-volume applications for short-term and auto title loans, ensuring compliance with company standards.
- Performed detailed audits of loan portfolios and title loan documentation to mitigate operational risk.
- Implemented company policies, standard operating procedures, and customer service best practices across store staff.
- Delivered direct customer service and managed daily financial account balancing.
Sales & Inventory Specialist
Community Pawn Shop
04.2008 - 11.2015
- Consistently met or exceeded monthly sales quotas while maintaining high customer satisfaction ratings.
- Managed e-commerce store listings on eBay, optimizing product photography, descriptions, and pricing to enhance visibility and attract buyers.
- Performed daily inventory and conducted gold/silver testing/verification, ensuring accuracy in stock levels and facilitating end-of-day financial balance reconciliations.
Education
Graphic Design -
Los Angeles Trade Technical College
Los Angeles, CAHigh School Diploma -
Maxine Waters Employment & Preparation Center
Los Angeles, CASkills
- Jira
- C360
- Bliss
- Zendesk
- Slack
- Oracle
- Zoom
- Workday
- Text Expander
- Salesforce/Uknowledge
- Microsoft (Word, Excel, & PowerPoint)
- Google (Docs, Drive, Gmail, Calendar, Sheets, & Keep)
- Document Verification
- Fraud Detection
- Regulatory Compliance
- Ticket Escalation
- Process Improvement
- Team Onboarding & Training
- Customer Support
- Problem Solving
- Financial Transactions
Languages
- English
- Spanish
Timeline
COE Specialist II
Uber Technologies
01.2026 - Current
Operations Specialist
Uber Technologies
02.2021 - 01.2026
Tech. Support Specialist
Uber Technologies
03.2019 - 02.2021
Store Manager
Ace Check Cashing
11.2017 - 03.2019
Assistant Manager
PLS Check Cashing
11.2015 - 11.2017
Sales & Inventory Specialist
Community Pawn Shop
04.2008 - 11.2015
Graphic Design -
Los Angeles Trade Technical College
High School Diploma -
Maxine Waters Employment & Preparation Center