Carlos Sanchez - Program Manager, Uber Technologies Inc

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Work Background

UberProject Manager- NeMo & CX LatAm

May. 2022- Leveraging‬‭ data-driven‬‭ insights‬‭ and‬‭ strategic‬‭ initiatives,‬‭ I‬‭ achieved‬‭ measurable‬‭ outcomes‬‭ and‬‭ successfully‬‭ executed‬‭ cross-functional‬‭ projects‬‭ to‬ ‭ enhance‬‭ operational‬‭ performance‬‭ and‬‭ customer‬‭ satisfaction.‬‭ (i.e.‬‭ enable‬‭ virtual‬‭ channels‬‭ pre-ft‬‭ for‬‭ Drivers‬‭ converting‬‭ 49%‬‭ assisted‬‭ FT‬‭ and‬ ‭ post-FT support channels: phone and chat for drivers)‬ ‭ - Led initiatives that improved Taxi Conversion Rate from 35.64% to 39.94%. (i.e.Fixing the funnel)‬ ‭ - Elevated Taxi Rider CSAT from 3.66 to 3.86 and Taxi Driver CSAT from 3.58 to 3.74. (i.e. enable automations processes for the product)‬ ‭ - Successfully reduced Driver 1-Star CSAT from 19.74% to 15.81% and Rider 1-Star CSAT from 17.11% to 12.78%.‬ ‭ - Led the CommOps strategy and implementation for a Taxi 3P integration in Brazil.‬ ‭ - Launch the GoPass model to 4 countries and ~+30 taxi city expansions across 9 countries.‬ ‭ - Led‬‭ continuous‬‭ improvement‬‭ initiatives‬‭ to‬‭ reduce‬‭ 23‬‭ KBs‬‭ to‬‭ 6‬‭ for‬‭ UberMoney‬‭ processes,‬‭ reduced‬‭ 47%‬‭ of‬‭ bad‬‭ escalations‬‭ to‬‭ the‬‭ COE,‬‭ and‬ avoiding potential fines.

MinsaitConsultor management consulting

Jul. 2019 - May. 2022-PM-TI (Santander):‬‭ Led the management of Consigned Credit and Investment Funds projects within the PDI framework. (FATCA and CRS projects)‬ ‭ ‬‭Defined and documented functional and technical requirements, ensuring compliance with bank technology and security standards.‬ ‭ Designed comprehensive Operating Models, detailing processes, systems, and information flows.‬ ‭ Developed and implemented technological solutions in line with the bank's best practices.‬ ‭ Collaborated with various bank divisions to contribute to the development of project business cases and petition documentation.‬ ‭ -PM-Scrum‬‭ Master‬‭ (Santander):‬‭ Directed‬‭ functional‬‭ project‬‭ management‬‭ for‬‭ auto‬‭ financing‬‭ products,‬‭ championing‬‭ Agile‬‭ methodologies‬‭ for‬ successful project delivery. Implemented Salesforce clouds: Einstein and analytics.‬ ‭ Led the adoption of Agile practices, effectively managing the Product Backlog and overseeing project phases.‬ ‭ Conducted risk and impact analyses to ensure alignment between user requirements and functional solutions.‬ ‭ Facilitated Agile ceremonies, driving efficient planning and execution of projects.‬ ‭- Business Partner-IT Finance (Santander):‬‭ Managed key‬‭ finance projects, including FRC and Inversión Crediticia, to ensure successful outcomes.‬ ‭ Analyzed volumetrics, impacts, and risks to support the creation of project business cases and petition documentation (DDP).‬ ‭ Worked closely with stakeholders to ensure that user requirements were accurately reflected in project deliverables.‬ ‭-PM‬‭O Technology‬‭ (Santander):‬‭ Managed‬‭ the‬‭ project‬‭ portfolios‬‭ (~12)‬‭ for‬‭ TI‬‭ directors,‬‭ enhancing‬‭ overall‬‭ project‬‭ management‬‭ and‬‭ strategic‬ decision-making.‬ ‭ Provided strategic advisory support to internal leaders, delivering analysis and reports to guide project portfolio decisions.‬ ‭ Improved project forecasting accuracy and reduced delays through proactive risk management and mitigation strategies.