Triana Pla Varela Email & Phone Number

Gran Santiago, Región Metropolitana De Santiago, Chile

Santiago, Santiago Metropolitan Region, Chile

• Conducted more than 30 research studies to gain in-depth knowledge of the needs and behaviors of Uber customers.
• Extracted data from more than 150 customer interactions on each project, identifying critical pain points and growth opportunities.
• Analyzed data and synthesized findings into actionable insights, proposing strategies that were adopted across 4 regions, resulting in an increase in overall market performance.
• Presented each project to audiences of more than 40 people from different global teams.

• Oversaw the performance of 15 agents at the North American hub, documenting and monitoring defects and quality issues.
• Conducted weekly analysis of CSAT results from North American Shoppers.
• Presented findings and improvement strategies to the Head of Support for North America.
• Delivered ongoing training and guidance to agents on quality standards, processes, and best practices.
• Led a strategic Support and Operations initiative at Uber's San Francisco HQ, presenting the Support area's operations to audiences exceeding 30 individuals.

Chile

• Provided live customer support to North American Shoppers, handling simultaneous interactions with an average of more than 10 customers.
• Contributed to maintaining a Customer Satisfaction (CSAT) score above 95% for the North American hub.
• Collaborated on enhancing the performance metric for "Silent Orders".
• Utilized real-time visualization to analyze operational development and challenges, driving performance enhancements.
• Developed predictive methodologies to identify and mitigate potential issues proactively.

Santiago, Chile

• Facilitated the safe transfer of over 1000 patients from the Hospital to a primary care center.
• Coordinated with 15 healthcare providers to streamline patient admissions and transitions.
• Maintained comprehensive daily records of hospitalizations, discharges, and readmissions for the entire facility.
• Generated summaries and statistics for healthcare staff based on collected data.
• Presented monthly results to the Hospital Management team.
• Developed and proposed strategies to enhance the hospital discharge process.

Diploma In Service And Customer Experience Management

Bilingual Executive Assistant

Physiotherapy