Ari Raybin Email & Phone Number

Oakland, California, United States

Oakland, California, United States

Guided clients through their mortgage application process; utilizing industryknowledge and customer service skills to successfully manage a pipeline of over 100 borrowers per month in support of our Ally Bank partnership, an average of $2.1M in loans serviced.Oversaw each loan in processing through careful coordination and effective communication amongst multiple process partners; innovating creative solutions to a wide range of issues that can occur.Worked with borrowers directly by phone and email to resolve any questions and concerns they had about their loan and the overall process.Provided cross-functional training for other teams to give insight into the processing stage of a mortgage application.

San Francisco Bay Area

Senior member within a team of 14 that manages daily hub operations, including face to face interactions with customers at an average of 950 interactions each week. Collaborated with cross-functional teams to drive executional excellence through effective feedback loops, uncovering and addressing customer experience pain points such as issues with customer accounts and product operation experience. ・Analyzed metrics driven data to provide new strategies for employee performance accountability and continuously utilize customer satisfaction feedback for staff training exercises・Built dashboard to track employee utilization rate metric in real time resulting in an increase of the site average from ~60% to ~80% utilization・Queried CSAT data and sort trends on helpfulness scores; deliver stakeholder feedback to employees on a weekly basis・Addressed escalations from employees regarding complex customer issues, and deploying de-escalation tactics when necessary・Delivered product teams insights on customer pain points to help inform on Uber product feature decisions ・Drove scheduling and management of site visitations for various HQ employees, including Uber Product teams testing and launching new customer features・Built ongoing security procedures with security teams and stakeholders to ensure a safer environment for employees・Organized workforce, event, and project scheduling using systems like Google Suite, Verint, and Zoomshift・Aided with development and implementation of initial training structure for new employees and cross-trainings for HQ employees・Maintained regular communication to employees with directives and support updates from leadership team, learning and development team, and specialists.

San Francisco Bay Area

Provided on-boarding information for new customers, accepted and approved all required documentation, facilitated background checks and conducted orientationEnsured follow up and resolution to complex customer issues involving background checks, incidents/accidents, safety and promotion/paymentsMaintained a thorough understanding of CA TNC laws, local regulations, and Uber policies for use in customer interactions and solving issues that have been escalated up to meTrained new employees, and coached existing employees on tone and resolution. Supported management in developing, mentoring, and holding the team accountable. Created training content as necessaryMaintained region leading performance metrics; conversion to first trip, customer satisfaction, resolution time

San Francisco Bay Area

Sourced and contracted employees for varying positions to support individual events or predetermined sets of events. Lead teams during large scale events of 100 - 2,000 attendees across the greater Bay Area.Organized sensitive financial and government regulated documentation through secure channels.Facilitated the acquisition, transportation, and logistics of delicate technology to and from events.Handled cash transactions up to $1,000 in revenue during events and managed transaction ledger.