Todd Michael Abels

• Designed innovative curriculum to promote English language learning at a high school in Valencia
• Collaborated with teachers to develop teaching materials, organize classes, and enhance the English department
• Coached students 1:1 or in small groups to advance their English communication skills
• Served as an ambassador of American culture by giving presentations and leading cross-cultural discussions.

• Led a team of 2 Senior Uber Experts and 8 Uber Experts who interact with 800+ drivers a week to solve in-person support inquiries
• Received H2 2021 Support Superstar Award for excellent leadership
• Received H2 2021 Metrics Driven Scorecard Award for highest performance in US&C
• Analyzed weekly CSAT response data to drive employee performance and optimize customer service processes
• Generated weekly data-driven customer analyses to make calculated, impactful operational decisions
• Achieved over 90% driver satisfaction rating at the New Orleans Uber Greenlight Hub
• Achieved over 95% eNPS score and high employee satisfaction ratings for eight consecutive quarters
• Conducted in-depth training with Uber employees
• Collaborated with the Uber Operations Team to detect fraudulent behavior at the New Orleans Airport, resulting in a significant decrease in support tickets and cost savings

• Trained executives, physicians, and management on ComplyTrack software platform
• Developed educational materials for all service lines
• Delivered in-person and WebEx training on technology platforms
• Provided first-level technical support and problem-solving for clients
• Led and executed client integrations at 25 sites
• Reported progress of integration and roll-out to client's leadership
• Recommended best practices to improve efficiency and quality of services.

Served as Event Reporting System Administrator for 11 hospitals and 200 clinics

• Developed processes to improve functionality of the ERS software
• Served as Professional Research Consultants (PRC) System Administrator for 11 hospitals
• Built reports for HCAHPS data
• Assisted users with interpreting HCAHPS data
• Provided Level 1 Technical Support for patient feedback survey platforms
• Managed Patient Call Manager Pilot Project to build a call platform for nurses to directly call patients
• Implemented PCM software in one hospital
• Created Seton's first SMS conversation-based experience survey.

• Reduced the time of new customer service requests to a path of resolution for request from 3 days to 24 hours
• Developed and wrote processes for handling customer service requests
• Facilitated installations, repairs, and returns of fitness equipment in North America and England
• Helped implement and manage new customer service database

• Responsible for new employee training, evaluation, and development
• Managed valet and bell service department at the W Hotel and Driskill Hotel
• Supervised a staff of 25