Layre Pantoja

- Led end-to-end execution of strategic cross-functional initiatives, coordinating problem definition, root cause analysis, solution design, implementation planning, stakeholder alignment and execution across multiple workstreams.
- Managed a global initiative focused on improving the customer support experience by mapping the end-to-end customer journey, identifying upstream and downstream driver

- Managed strategic, cross-functional programs involving customer operations, process transformation, technology implementation and operational excellence across multiple markets.
- Led program planning and execution across Product, Operations, Engineering, regional and external partner teams, aligning priorities, resolving dependencies and coordinating delivery.
- Managed initiatives involving AI

- Leading and managing a team of 10+ Customer Service Representative (CSR), responsible for their overall performance, helping them meet their targets; Focus on management of SLA metrics, Quality, TPH and CSAT;
- Working with cross-functional teams;
- Investigating the numbers and making data-driven process improvements;
- Being the source of knowledge to train, educate, and answer questions from

- Customer supporting by e-mails, chat and phones in a bilingual service environment;
- Engaging projects to create a wonderful customer experience;
- Training new restaurants, employees and task force teams;
- walking restaurant-partners from Brazil and Costa Rica through the onboarding process and giving all of the tools they need to be successful on the Uber Eats platform;
- Working with the U

- Supervised internship in Institutional Psychology at the Harm Reduction Project - Aracaju, Brazil | 2015 – 2016;
- Restaurant Manager at Blend Burger- Aracaju, Brazil | 2015 – 2016;
- Professional Exchange Program - English Teacher - Bogotá's Department of Education/AIESEC Colombia - Bogotá, Colombia| 08/2014 - 12/2014;
- Human Resources Trainee at Ambev – CDD Aracaju | 07/2012 - 07/2014.