Roberto Monroy

• Leading Mobility Quality Global Program Strategy to improve how millions of users interact with Uber’s support services, resulting in gradual increases in customer experience core metrics and agent performance operations.

• Managing a cross-functional team worldwide, standardizing quality frameworks, and boosting overall service consistency.

• Using data-driven insights to identify customer pain points and guide meaningful improvements across internal support teams and BPOs globally.

• Supported the roll-out of the first Generative AI tool across Uber’s customer support ecosystem, leading content and knowledge operational readiness.

• Streamlined the Help Center architecture to give users more effective self-service options, noticeably boosting discoverability and usability.

• Redefined the Help Center's strategy for markets globally, making the digital support experience simpler and more engaging for our users.

• Led the Help Center UX Content Strategy in Latin America that significantly improved customer support efficiency and reduced operational costs by increasing the Automation Rate.

• Enhanced user experience with automated Help Center improvements, resulting in better satisfaction scores across multiple LatAm markets.

• Continuously supported the improvement of automated resources, making customer interactions quicker, clearer, and more user-friendly.

• Developed and executed targeted content strategies across Social Media, FinTech, and other support programs, effectively improving customer experience in Brazil and Spanish-speaking countries.

• Standardized content practices across the region, making our operations more efficient and consistently impactful.

• Launched innovative content initiatives that increased customer satisfaction and improved retention through clear, empathetic, and solution-oriented interactions.

• Managed internal communications at BMW’s San Luis Potosí plant, boosting employee engagement and ensuring corporate messages resonated clearly with teams.

• Introduced digital and printed storytelling techniques that improved internal brand alignment and significantly increased employee satisfaction.

• Expanded the Governor’s social media presence, growing the audience to over 150,000 engaged followers through targeted campaigns and genuine interactions.

• Crafted compelling messages and narratives, resulting in stronger public support and greater awareness of government initiatives.