Génesis Cordero
@gnesiscordero
Team Lead I at Uber Center of Excellence, improving operations through process automation and internal AI tools.
Costa RicaWhat I'm looking for
At Uber Center of Excellence (COE), I lead teams of over 15 agents in high-volume operations. I support Legal & Privacy Support and Uber Eats HVA in Costa Rica and Chile, coordinating with regional stakeholders across LATAM.
I use KPIs and data analysis to monitor performance, identify trends, and inform decisions. My work includes leading end-to-end knowledge base optimization projects and implementing process automation and internal AI tools.
Previously, as a Customer Service Representative II and I at Uber Center of Excellence (COE), I handled legal and other customer cases, participated in the Snowball project to improve first contact resolution, and proposed process improvements. I’m looking to grow in a dynamic environment where I can create value through team leadership, operational optimization, and data-driven decision-making while strengthening my skills for strategic roles with greater impact.
Experience
Work history, roles, and key accomplishments
Team Lead I
Uber Center of Excellence (COE)
May 2022 - Present (4 years 6 months)
Leads teams of over 15 agents in high-volume operational environments, managing multidisciplinary teams and coordinating with regional stakeholders in LATAM. Focuses on KPI monitoring, data analysis, process automation, and talent development.
Customer Service Representative II
Uber Center of Excellence (COE)
Aug 2020 - Apr 2022 (1 year 8 months)
Managed cases related to legal matters, accounts, safety, payments, and risk, identifying optimal recommendations to mitigate legal impact. Developed a payments-related project and participated in the Snowball project to achieve first contact resolution.
Customer Service Representative I
Uber Center of Excellence (COE)
Feb 2018 - Aug 2020 (2 years 6 months)
Monitored improvements in fines and accidents processes using tracking tools, conducted investigations to identify fraud, and recommended corrective actions to improve operations and meet service level agreements.
Education
Degrees, certifications, and relevant coursework
Centro Europeo de Posgrado
Master of Business Administration, Business Administration
2023 -
Pursuing a Master of Business Administration at Centro Europeo de Posgrado, ongoing since November 2023.
Universidad Estatal a Distancia
Degree in Basic General Education, Basic General Education
2019 -
Pursuing a degree in Basic General Education at Universidad Estatal a Distancia, ongoing since September 2019.
Virtual Learning Academy
Scrum Master, Scrum
2023 - 2023
Completed Scrum Master certification at Virtual Learning Academy from May 2023 to August 2023.
CENECOOP R.L.
Customer Service, Customer Service
2017 - 2017
Completed customer service training at CENECOOP R.L. from June 2017 to July 2017.
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Social media
Job categories
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