Albert Blanco Email & Phone Number

Leader of the Support program at Golden from the ground up. Cross-functional work at the intersection between Product Operations, Strategic Operations, and Customer Success/Experience.Collaborator with Sales, Product, Design, and Engineering to increase revenue, customer retention, customer loyalty, and open pathways to strategic success. Managing Enterprise customer expectations, customer experience KPIs, and a stakeholder in Engineering roadmapping. Implementor of customer feedback and user-experience into Product defintion and software releases.Generate reports from scratch using SQL and Google Suite tools to provide key insights and analyses to CEO, COO, and Head of Sales. These foundational reports are iterated on and have become a standard for how we make strategic decisions.Manager of solutions with: AWS Athena SQL engine, Hubspot, Stripe billing software, Zendesk, Monday task management tool.

Phoenix, Arizona Area

Direct management of as many as four locations throughout Arizona & New Mexico. Owner and strategic manager of employee engagement through individualization management philosophies and feedback-driven engagement plans.Implementation of operational changes and project management of operating procedures and driver-partner location flows. Made data-driven decisions in operational changes and projects by querying information using SQL and excel data manipulation

Tempe, Arizona

Assisted management of Arizona and New Mexico territories of Uber Greenlight. Aided product and project rollouts by coordinating and scheduling support staff at events or training staff on new standard operating proceduresProvided feedback to support staff to increase quality scores and took part in operations team meetingsSelected as an ambassador to New Mexico for partnership negotiations with state organizations (ex: Balloon Fiesta, NM State Fair)

Tempe Arizona

In-person support of Uber's driver-partners in Phoenix. Provided customer feedback to management and helped provide suggestions for change to increase KPI efficiencyWeekly coordination and presentation of Uber Phoenix's Uber101 and provided data-based insights to Operations teams based on customer satisfaction score interpretation and feedback