Zaynah Brown
Uber Technologies Inc.
Mesa,AZ
3
Certifications
3
years of professional experience
Team Lead | Risk & Compliance Operations Empathetic, high-impact operations leader with 8+ years of customer support, risk, and compliance experience at Uber. Two-time CST XTRA Award recipient recognized for deep operational rigor with authentic, human-centric leadership. Proven track record leading teams through high-ambiguity, high-severity incident investigations while maintaining an uncompromising bar for case sufficiency, accuracy, and de-escalation. Dedicated mentor who builds sustainable, psychologically safe team environments, deconstructs complex processes to explain the "why," and develops the next wave of leaders at scale.
Work History
Team Lead | Risk & Compliance Operations
1 Year 8 Months- Lead, develop, and inspire a robust team of Specialists within a high-stakes, time-sensitive environment, consistently driving adherence to critical safety, accuracy, and operational KPIs.
- Provide unwavering availability and real-time floor coaching during high-pressure escalations, ensuring investigators feel anchored, clear on expectations, and empowered to make sound decisions under stress.
- Conduct daily performance and quality audits to maintain a high bar for investigative sufficiency, objective evidence gathering, and standardized case documentation.
- Foster operational excellence paired with team well-being by transparently communicating the "why" behind directives, mitigating burnout, and holding intentional weekly 1-on-1s that build internal leadership pipelines.
Risk & Compliance Specialist II
7 Months- Investigated sensitive risk and compliance workflows, exceeding core volume performance metrics by 224% while sustaining a 90%+ quality rating.
- Serve as the definitive escalation point for high-severity incident reports lacking standard playbooks; make fast, thoughtful judgment calls that balance rider/driver safety, empathy, and platform integrity.
- Led knowledge-sharing sessions and shadowing initiatives that accelerated ramp-up times for incoming specialists on critical compliance procedures.
- Acted as go-to Subject Matter Expert (SME), guiding team members through ambiguous policies, complex decision trees, and investigation standard operating procedures.
- Partnered with operational stakeholders to communicate incident trends and implement workflow refinements that improved turnaround time and investigation clarity.
- Leveraged Query Builder and Safety Lens to identify emerging risk patterns and incident anomalies, escalating findings cross-functionally to drive long-term systemic fixes and improve community safety.
- Facilitated team stand-ups, managed weekly huddles, and served as acting point-of-contact in the Team Lead’s absence.
Elevated Support Specialist II
8 Months- Managed critical, escalated customer concerns across rider and earner communities, leveraging active listening and communication to turn distress into clarity.
- Built and delivered policy refreshers and best-practices on complex resolution tactics, fostering a continuous learning culture across the site.
- Created structured feedback loops between tier-1 support agents and tier-2 escalation teams to improve first-contact accuracy and customer satisfaction.
Education
High School Diploma
Skills
Empathy-First People Management
1-on-1 Mentorship
High-Availability Floor Support
Emotional Regulation & EQ
Conflict Resolution.Incident Root Cause Analysis
Investigative Accuracy & Sufficiency
Real-Time Ambiguity Management
Crisis De-escalation.People management
Incident Root Cause Analysis
Investigative Accuracy & Sufficiency
Real-Time Ambiguity Management
Crisis De-escalation.
Real-Time Inflow & Labor Allocation
Strategic Quality Auditing
Trend & Pattern Identification
Process Optimization & Workload Sustainability.
Safety Lens
U-Graph
Bliss
Jira
Query Builder
uKnowledge
Google Suite.
Trauma-Informed Care
Motivational Interviewing
Solution-Focused Brief Therapy.
Certification
Trauma-Informed Care
PROFESSIONAL DEVELOPMENT
- CST XTRA Award Winner | Uber Technologies (December 2025)
Awarded for exceptional Team Lead performance, seamlessly integrating operational rigor with genuine empathy, maintaining constant availability during high-pressure situations, and cultivating sustainable processes that protect team mental health while exceeding critical metrics. - Talent & Development Program Lead | Uber Technologies (February 2025 - May 2026)
Spearhead initiatives promoting company culture, continuous professional development, and core company values. - CST XTRA Award Winner | Uber Technologies (November 2024)
Recognized for exceptional performance, leadership, and operational impact within a short tenure in SPOT. - Leadership Discovery Program Graduate | Uber Technologies (October 2024)
Selected for demonstrated leadership potential, strategic thinking, and emotional intelligence in high-pressure settings. - Talent & Development Program Culture Captain | Uber Technologies (October 2024 – February 2025)
Timeline
Team Lead | Risk & Compliance Operations
Uber Technologies Inc.
2025.02 - CurrentRead More
Risk & Compliance Specialist II
Uber Technologies Inc.
2024.07 - 2025.02Read More
Elevated Support Specialist II
Uber Technologies Inc.
2023.11 - 2024.07Read More
Queen Creek High School
High School Diploma
Read More