Carlos Balcázar
Regional Liaison Lead
Mexico City
Summary
Dynamic professional expert in customer service with over 13 years of experience in fast-paced environments. Proficient in SQL and data analysis, with a robust background in technical investigations and crisis management. Adept at building and maintaining strategic relationships with law enforcement across LATAM. Skilled in balancing support with law enforcement investigations with solid skills in data protection.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Regional Liaison Lead
Uber
01.2023 - Current
- Support Law Enforcement (LE) with high-profile criminal investigations, utilizing SQL and other tools to extract and analyze data to ensure successful case outcomes.
- Perform investigations to identify platform safety risks, inform cross-functional teams, and suggest enhancements.
- Proactively engage with LE to support investigations with media attention.
- Support the Security team regarding safety incidents at GLHs.
- Support PSRT engaging with LE to ensure a balance between data disclosure and user privacy.
- Provide training to my peers in the use of tools and run queries.
- Train LE to confidently utilize the portal to submit data requests that comply with Uber policies.
- Achievement: I identified an MO in which scammers were using the platform to commit fraud; working with LE and Cross-Functional teams, 8 individuals have been arrested, and internally, rules were developed to prevent future incidents.
Public Safety Response Team Specialist
Uber
07.2019 - 12.2022
- Conducted investigations to respond to LE data requests from Latin America and global emergencies while protecting users' data and complying with legal and regulatory requirements according to Uber's policies, data protection, and privacy laws.
- Responsible for training and mentoring new hires.
- Acting as the liaison between Latam and Emea teams for global alignment.
- Updating and creating playbooks to improve processes and work standardization.
- Achievements: Considered as Interim Team Lead to support PSRT’s manager in reducing Backlog, developing strategies that achieved the goal one week before the deadline (From 248 to 179 just in six days). Improvement in request-response workflow development.
IRT Team Lead
Uber
03.2018 - 04.2019
- Analysis and investigation of incidents to detect safety risks and process improvement
- Responsible for attending to emergencies for drivers and users via telephone and app.
- Obtaining agent performance metrics, generation of payroll and POs,
- Achievement: Outstanding CSAT within the work team, so at 6 months, I was considered for Team Lead.
Brand Ambassador
AT&T
04.2017 - 03.2018
- Personalized attention and sales to special customers; generation of reports on clarifications/complaints and doubts in the service; specialization and knowledge of new products to generate brand loyalty
- Achievements: Average CSAT of 95% being selected several times as employee of the month.
Collection Analyst
Accelya America
02.2017 - 04.2017
- Provide support to airlines to notify travel agencies within the United States about outstanding debt, establishing a good relationship for problem solving
- Incident reports generation
- Achievements: I improved the relationship between Airlines and Travel Agencies, achieving an increase of 15% in the payment of ADMs.
Submission officer
Canadian VISA application center/VFS Global
06.2014 - 12.2016
- Review, classify and enter visa applications; advice to applicants in filling out forms
- Report generation to track shipments of applications bags and incidents between Embassy and Application Centers
- Provide information and clarification of doubts in Front Desk
- Achievements: Improvement of the assistance process in filling out forms for applicants, obtaining an increase in the number of attendances by 175%.
Shift Supervisor
Starbucks Coffee
04.2011 - 02.2014
- Generation and analysis of quality control reports in the product for the generation of POs; preparation and analysis of work plan/schedules; logistics planning for the operation, analysis and execution of action plans for the assurance of CSAT; administrative audits and assurance of the quality of processes and products; inventory control, Warehouse entrances and exits record via Oracle
- Achievements: Certification as supervisor, Barista Trainer and Coffee Master
- Coordinator of social responsibility activities for orphanages in Mexico City.
Education
Bachelor of Business Administration And Tourism -
Universidad Del Valle De México
08.2007 - 05.2011
Skills
Technical investigations
Data analysis (SQL)
Attention to detail
Adaptability
Analytical reasoning
Handling and conflict resolution
Relationship building
Empathic
Acting ability
Collaborator
Languages
English
Portuguese
Interests
Hiking
Photography
Traveling
Playing soccer
Workout
Solving puzzles
Timeline
Regional Liaison Lead
Uber
01.2023 - Current
Public Safety Response Team Specialist
Uber
07.2019 - 12.2022
IRT Team Lead
Uber
03.2018 - 04.2019
Brand Ambassador
AT&T
04.2017 - 03.2018
Collection Analyst
Accelya America
02.2017 - 04.2017
Submission officer
Canadian VISA application center/VFS Global
06.2014 - 12.2016
Shift Supervisor
Starbucks Coffee
04.2011 - 02.2014
Bachelor of Business Administration And Tourism -
Universidad Del Valle De México
08.2007 - 05.2011
Similar Profiles
Kenya L. LevelKenya L. Level
Uber Driver at UberUber Driver at Uber
Sonya R. HartSonya R. Hart
Medical Driver (Supplemental Part Time) at UberMedical Driver (Supplemental Part Time) at Uber
Melvis BeaumontMelvis Beaumont
Rideshare Driver at UberRideshare Driver at Uber