David Ruiz Email & Phone Number

Nashville, Tn, Us

Nashville, Tn, Us

Nashville, Tennessee, United States

Data Analyst Apprentice Intensive full-time apprenticeship bootcamp focusing on data analytics fundamentals and problem solving. Used real-world datasets and included projects where findings were presented to stakeholders from the community.- Analyzed data using Microsoft Excel, including utilizing pivot tables and lookups, and connected to external data sources using the PowerPivot add-on- Built and deployed dashboards using Tableau and PowerBI- Wrangled data and performed exploratory data analysis using Python’s pandas library- Created data visualizations using matplotlib and seaborn- Gathered data through APIs and webscraping- Performed geospatial analysis using geopandas and folium- Retrieved and analyzed data using PostgreSQL and sqlalchemy- Source code version control with Git/GitHub- Project management/tracking with GitHub project boards and issue tracking

Nashville, Tennessee, United States

Amongst recurring technical programs, this team primarily managed the client release flow of 18 healthy apps on a weekly basis. From managing the resolution of cherrypicks and hotfixes, to facilitating the implementation of new data privacy policies or digital compliance requirements, the client release team was directly involved in many facets of Lyft’s core business health. - Managed cross functional initiatives with Product, Engineering and Data Science to strategize and rollout various platform deploys, resulting in the healthy weekly release of new versions/builds for 18 apps.- Reduced the operational burden ~80% through automation and process upgrades, resulting in the team's ability to take on additional lines of work, but still maintaining the same expected workload.- Worked with agencies such as the NYC Taxi and Limousine commission to develop compliance related processes surrounding licensing and drivability in certain markets.- Improved remediation time by ~30% MoM reducing the need for customer outreach using internal Tools for Operational Management.- Financially supported the quarterly budget by eliminating $500k in coupon spend via deployment of automated review processes that circumvented agent interaction.

Nashville, Tennessee, United States

This team managed customer remediation in the wake of company wide incidents or bugs. Issuing financial remediation, drafting and deploying follow up emails, then facilitating post mortems to identify opportunities for preemptive remediation in the event of a similar incident in the future.- I helped create this role and team after helping identify the company's needs to manage this work more purposefully. My team of four direct reports managed both the Instabug and Release calendars for various LOB’s within the Tech org.- Launched the pilot of the Severity outage process to triage incident responses on platform resulting in a consistent reduction in bug remediation.- Used JIRA to project manage and delegate tasks with engineering to maintain SLAs.- Acted as a SME for new hires and worked to develop training for immersion sessions.

Nashville, Tennessee, United States

The Customer Experience team handled every type of issue a rider or driver could have experienced. From pay related issues, to the app not accepting a document updated. - Acted as first POC for various inbound customer complaints regarding payment issues, rider issues and technical issues.- Worked to assess gaps in both internal and customer facing knowledge, developing materials for both to improve efficacy of internal training and customer FAQ.- Developed early tax processes along with Pay Engineering resulting in a 7-day (from ~30-day average) resolution for Lyft driver facing tax issues.- Maintained CSAT and NPS metrics of 95% QoQ representing the top 5% of IC agents.