Eduardo Ureña

Reviewed and investigated appeals from earners, applying SOPs and risk/compliance guidelines to determine account outcomes. Made account-level decisions and collaborated with cross-functional teams on complex cases and escalations.

Provided first-line support to Uber for Business corporate administrators and employees via chat, email, and phone, resolving complex issues under strict SLA requirements. Managed high-complexity B2B cases involving billing, trip failures, and expense integrations.

Managed high-volume North America recruitment cycles, hiring 200 consultants in 2022, 300 in 2023, and 200+ in 2024. Conducted 40-50 interviews per month while consistently meeting interview SLAs and documentation requirements.

Coordinated purchase orders, inventory activities, and supplier communications. Supported operational improvements, analytical reporting, and quality audits.

Entered and validated customer and contract data with high accuracy. Supported audits, document control, compliance activities, and improvements to internal controls.

Sold and advised corporate clients on customized B2B solutions, including premium packages and post-sales support. Developed negotiation, presentation, relationship-management, and deal-closing skills.

Managed digital communities, supported retention initiatives, and collaborated with marketing and technical teams to improve user experience.

Provided customer support, handled complaints, delivered post-sales service, and assisted with sales and administrative activities.