Zachary Carbajal
Los Angeles,CA
Summary
Results-driven leader with extensive experience in team management and cross-functional collaboration. Seeking to leverage deep internal process knowledge and a foundation in management to transition into a high-impact leadership or operations role.
Overview
13
13
years of professional experience
Work History
In-Person Support Team Lead
Uber Technologies Inc.
2020.01 - 2026.01
- Regional Performance Leader: Scaled team performance to achieve the highest site metrics across the US and Canada for Q3 2025. Implemented a dual-track strategy combining real-time floor support with structured bi-weekly developmental coaching.
- Process Optimization (Healthcare Stipends): Identified critical friction points in healthcare stipend documentation. Collaborated with cross-functional stakeholders to re-engineer workflows, directly improving the experience for internal agents and Earner/Driver partners.
- Strategic Policy Implementation (LAX Operations): Partnered with stakeholders to resolve complex LAX citation and access issues. Led the implementation phase and personally updated the Internal Knowledge Base (IKB) to ensure 100% compliance and information accuracy.
- Cross-Functional Collaboration: Served as the primary liaison between in-person support teams and high-level stakeholders, translating complex policy changes into actionable, front-line workflows.
Expert/Sr. Expert
Uber Technologies Inc.
2015.09 - 2020.01
- Facilitated effective information exchange through strong verbal and written communication skills.
- Collaborated effectively within a team environment, offering support and guidance to both drivers and peers.
- Facilitated daily operations by managing scheduling and addressing in-person escalations for team members.
- Achieved and sustained weekly and quarterly performance goals through exceptional customer support delivery.
- Identified and documented issues, presenting findings to managers to streamline and refine existing processes and procedures.
Assistant Store Manager
Foreign Exchange
2013.04 - 2015.09
- Managed daily operations and sales targets for a high-volume retail environment.
- Mentored and trained staff on customer service excellence and operational standards.
- Implemented inventory management practices, reducing stock discrepancies and improving accuracy.
- Analyzed sales data to identify trends, optimizing product placement for increased revenue.
- Collaborated with upper management on strategic initiatives, aligning store objectives with corporate goals.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
Associate of Arts - Communications
El Camino College
Torrance, CA2010-05
Skills
- Team management
- Coaching and mentoring
- Customer communication and empathy
- Organizational skills
- Verbal and written communication
- Adaptability and flexibility
- Google Suites
- SQL
- JIRA
Timeline
In-Person Support Team Lead
Uber Technologies Inc.
2020.01 - 2026.01
Expert/Sr. Expert
Uber Technologies Inc.
2015.09 - 2020.01
Assistant Store Manager
Foreign Exchange
2013.04 - 2015.09
Associate of Arts - Communications
El Camino College