Operations Associate (Special Projects) 

April 2017 - November 2017 | Atlanta, GA

• Supervised a subregional team of 3 leads. Tasked to lead the southeast to optimize partner support operations and worked to introduce alternate support methods. Built out a fully automated multi-channel customer support technological solution that saved local teams several hours a day and Uber Eats ______ amount per ticket. This initiative had major impact across the organization, later becoming an HQ mandated project

• Scaled restaurant partner communication as partners were able to self-solve their problems via the online portal and account managers were able to analyze and prioritize tickets based on type

• Developed several operational playbooks, training guides, and communications plans to improve Uber Eats restaurant operations
  

Strategic Account Manager 

October 2016 - April 2017 | Atlanta, GA

• Managed relationships with over 400+ partners, including regional chains. Provided restaurant partners excellent reactive and proactive support, reduced churn, and maintained one of the highest NPS scores in the US. Later given the honorable quarterly award for top account manager

• Created an integrated-data excel model to analyze restaurant’s performance metrics to optimize consumer-facing menus, resulting in increasing basket sizes by 12% over a 3 month trial
  

Launcher

February 2016 - July 2017 | Atlanta, GA

• Joined Uber Eats as one of the first members, created a launch process from scratch. Successfully launched 5 new cities in-market across the Southeast within 6 months. Operationally led the Charlotte launch team to a world record for most restaurants active

• Selected to architect one of the fastest and most profitable launches in Montreal. Accountable for implementing processes and training sales, on-boarding, customer support and account management teams

• Participated in all aspects of launch, including structuring “KPI driven” project management workflows, creating various analytical excel dashboards for cross-team collaboration, developing and retaining restaurant partnerships, and managing post-sale operations to ensure streamlined processes