UBER
COMMUNICATIONS SPECIALIST
- Coordinated internal Communication campaigns to strengthen employee and partner engagement with the brand, lead a team of 4 people, and maintained strategic B2B partnerships, achieving a significant improvement in internal satisfaction levels.
- Design communication strategies based on KPIs, including improvements in 4 contact types that accounted for 80% of the flow in BlissChat, increasing CSAT from 2.96 to 3.5 and reducing the percentage of 1-star ratings.
- Develop digital content focused on Diversity and Inclusion, such as the monthly campaign “Uber WOW – We Celebrate Differences,” and implement initiatives like “We Act Like Owners,” which helped optimize processes based on ticket analysis and statistics.
Campaigns:
Offers
Campaigns planning, policies review and communication strategies for discount, appeasements and offers for the Uber Eats vertical in the LatAm region. User Experience communication and campaign launches follow up; Newsletter updates for launch visibility and revision of FAQs of Users regarding the campaign launch. Analysis of monthly tickets regarding each campaign launch and policy adjustments to avoid any identified issue in future launches. Queries, Data Analysis & KPIs.
Knowledge Bases
Collaboration in the creation of processes and policies for the Uber Eats vertical, design communication strategies based on KPIs, including improvements in 4 Contact Types that accounted for 80% of the flow in BlissChat. Improvements via feedback from Users and BPO, monthly review of tickets and shadowing session, improvements in KBs based on FCR (First Contact Resolution), AHT (Average Handle Time), C-SAT (Costumer Satisfaction), Clicks and 1 Star C-SAT (In App Costumer Satisfaction). Order Taking Longer than Expected revamp, 1 year follow up and improvements; most important Contact Type in the Uber Eats vertical.
Internal Communication & Events
Communication, coverage and organization of internal events. Use of different formats for the register of each internal campaign and activity; our main goal was to reinforce the values of the company and the participation of the Mexico City team. Our strategy was to adapt the communication to each one of our channels (Content, GL, Enablement, etc.), using attractive and originals formats for the attention of our collaborators and eventually their participation.
Follow up on the swags delivery, winners 2023. Recognition for their effort during the month, Uber WOW swags delivery and congratulation from E&R (27 winners per month). Living corporate values through different initiatives: #GoGetIt #SeeTheForestAndTheTrees #BuildWithHeart, etc. Creation of corporate videos for the screens in Distrito Polanco, to show our celebration for the Pride Month and our commitment with Diversity & Inclusion.
Planning, follow up and implementation of our external activity of reforestation for the "World Environment Day". Looking for providers, organization, implementation of the activity, communication in channels, 1:1 & e mail. GL rebranding with corporate values, design of spaces. Scouting, follow up and design for the new visual materials for the Green Lights (Activation Centers) in Hamburgo & Satélite.
