Yoshabel Russell
Chicago
Summary
Dedicated Business Development Specialist with expertise in account management and cross-functional collaboration. Successfully managed enterprise client operations while driving service optimization and enhancing client satisfaction through data-driven insights.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Development Specialist - HCV Shuttle
Uber
11.2025 - Current
- Managed end-to-end client operations for Uber Shuttle enterprise accounts, including operational launches, rider onboarding, billing and invoice management, QBR preparation, client check-ins, incident response, and ongoing account support while driving service optimization, ridership growth, compliance, and cross-functional stakeholder alignment.
- Optimized shuttle operations and program configurations across enterprise partnerships by overseeing rider experience initiatives, voucher audits, health score reviews, safety escalations, auto-booking support, route and driver feedback, billing changes, reporting analysis, and operational performance metrics to improve efficiency, client satisfaction, and service reliability.
- Collaborated cross-functionally with Operations, Fleet, Product, and Client stakeholders to manage high-volume support queues, resolve account and technical issues, monitor service KPIs and rider feedback, coordinate holiday and peak-site scheduling, and deliver data-driven insights and reporting for enterprise transportation programs including Amazon, MRA, and UCSF.
- Led daily operational support for enterprise shuttle programs by managing major incidents, conducting weekly ticket and channel adherence reviews, analyzing ridership and performance trends, coordinating client communications, and implementing process improvements to enhance operational scalability and customer success outcomes.
Client Support Specialist
Trustly
11.2024 - 02.2025
- Delivered onboarding support and guidance to new merchants, facilitating seamless integration with Trustly services.
- Identified and analyzed recurring client issues, recommending and implementing preventive solutions to enhance client experience.
- Authored and maintained internal Knowledge Base articles to streamline support procedures.
- Collaborated with technical support and product teams on escalated cases, driving resolution of complex client issues.
Business Relationship analyst
PayPal
01.2023 - 11.2024
- Collaborated with internal and external partners to identify opportunities and eliminate barriers for seamless merchant experience.
- Led and supported proactive initiatives aimed at improving merchant experiences, streamlining processes, and ensuring high customer satisfaction.
- Work to resolve disputes directly with customers/merchants, understanding the issue and finding a mutually acceptable solution.
- Assisted users and merchants in navigating and resolving issues related to business account limitations, including compliance, legal matters, bankruptcy, and missing documentation.
- Verified the legitimacy of businesses with the US IRS, ensuring compliance with all regulatory requirements.
Talent acquisition Specialist intern
Venmo
01.2022 - 01.2023
- Supported full-cycle recruitment by sourcing, screening, interviewing, and onboarding candidates for diverse technical and non-technical roles.
- Partnered with hiring managers to clarify job requirements and craft targeted sourcing strategies.
- Utilized applicant tracking systems (ATS) to maintain candidate records and streamline the recruitment process.
- Identified and engaged qualified candidates via social media platforms, job boards, and networking events.
- Conducted initial phone screenings and coordinated interview schedules with hiring teams.
- Analyzed recruitment data to identify trends and improve talent acquisition strategies.
Escalation Specialist
Venmo
02.2020 - 01.2022
- Conducted weekly coaching sessions for new agents to enhance skill development, product knowledge, and customer service best practices.
- Proactively communicated and collaborated with operational support departments to identify, prioritize, and resolve issues related to customer service and operational efficiency.
- Acted as a liaison between your team and other departments to streamline processes and optimize customer experiences.
- Responded to social media inquiries from customers, addressing concerns and feedback promptly and professionally to improve customer satisfaction.
- Maintained consistent and positive brand image on social media platforms to reinforce customer trust and engagement.
Education
Master of Science - Organizational Leadership
Southern New Hampshire University
Hooksett, NH05-2025
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH11-2023
Skills
- Account management
- Client relationship management
- Cross-functional collaboration
- Operational optimization
- Operational efficiency strategies
- Process improvement
- Performance analysis
- Data analysis
- Compliance verification
- Enterprise support
- Talent acquisition support
Certification
- Graduate Certificate - Human Resource Management
Timeline
Business Development Specialist - HCV Shuttle
Uber
11.2025 - Current
Client Support Specialist
Trustly
11.2024 - 02.2025
Business Relationship analyst
PayPal
01.2023 - 11.2024
Talent acquisition Specialist intern
Venmo
01.2022 - 01.2023
Escalation Specialist
Venmo
02.2020 - 01.2022
Master of Science - Organizational Leadership
Southern New Hampshire University
Bachelor of Science - Business Administration
Southern New Hampshire University