At Uber, I use SQL and operational data to strengthen regulatory benefits programs, uncover fraud risks, and improve support workflows. My analysis of California driver-pay patterns prompted a two-month engineering build of automated fraud controls that closed a payout loophole.
I optimized support logic and AI chatbot content, increasing help-article usage by 34% and reducing chatbot-to-agent escalations by 9%. I also partnered on bug fixes that contributed to a 21% year-over-year reduction in support tickets and supported policy changes that generated nearly $4 million in quarterly savings.
Across Uber, Arizona Beverage Company, and Altice USA, I've combined program operations, account management, and sales experience to manage stakeholders, improve processes, and turn customer and operational insights into action.
