Joel Ruiz Email & Phone Number

San Francisco Bay Area

• Launched a Jira Service Desk for Lyft Media, reducing SLA response times from 72 to 24 hours and resolving 100+ tablet escalations.
• Created self-paced training modules for Lyft Media Tablets, saving 10–15 hours weekly and streamlining onboarding for Flexdrive (our fleet partners).
• Owned Flexdrive operational expansion installing 6k+ tablets, representing $10M in added advertising inventory.
• Developed and executed the roadmap to distribute 50,000+ Glow (Lyft) Lights across 25+ locations, enhancing driver safety and satisfaction nationwide.

San Francisco, California, United States

• Reduced SLA for risk cases from 22.6 days to 2.8 days by optimizing existing workflows.
• Revamped 50+ compliance communications and scaled solutions for global adaptation with Salesforce integrations.
• Critical in implementing a self-serve onboarding product, improving merchant onboarding speed and driving 70% of merchant growth.
• Transitioned operations to Salesforce, enabling US expansion and supporting AfterPay’s acquisition by Block Inc.

Santa Barbara, California, United States

• Managed Greenlight operations for Uber X and Uber Black in Santa Barbara, overseeing funnel health, in person support, and driver supply.
• Cut vendor costs by 44% through centralized processes and renegotiations.
• Improved driver satisfaction scores from 4.2/5 to 4.75/5 by enhancing operations and tracking KPIs.
• Collaborated with cross-functional teams to launch the Uber Eats and Uber Wine products in Santa Barbara.

Santa Barbara, California, United States

• Incorporated American Airlines motto #GoingForGreat in aligning a detail critical team.
• Appointed as CWA Union Steward, liaising on behalf of over 200 employees across CA, represented employees in the grievance process with upper management, oversaw and provided direct feedback for a new union contract.
• Managed 40+ station employees, overseeing daily and monthly safety training, optimizing job assignments and schedules to accommodate changing business needs, considering processes, employee expertise, and customer.
• Ensured no avoidable delays occurred during my operations, a feat reached by precise planning and execution.

Santa Barbara, California

• Junior Varsity Football Coach.
• Coached Offensive and Defensive Lineman, Linebackers, and Quarterbacks.

Santa Barbara, California, United States

• Cultivated a staff of over 30 customer service agents hyper focused on customer satisfaction, operational excellence, and innovative efficiency.
• Refined job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Revamped training programs for over 40 staff, strengthening trainings in airline procedures and products, assisting in employee development and advancement.

Csumb

• Provided mentorship for high school students in an intensive 6-week stay over college program.

Bachelor Of Arts - Ba, Political Science And Government, Senior

Bachelor'S Of Art, Global Studies/ German Minor, Junior

Activities and Societies: •Anacapa Hall Council Treasurer •PAC political party •Peer Review Board (Judicial Affairs)Took a year off to.

Education record

Activities and Societies: • Student Body President • Interact Club President • Football • Basketball • Golf • Upward Bound • Junior.