Triana Pla Varela

Experience

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  Dr. Exequiel González Cortés Hospital

  Jun 2017 - Sept 2018

  Counter-referral Program Lead

  • Led the Counter-referral Program at Dr. Exequiel González Cortés Hospital, facilitating safe patient transfers and coordinating with healthcare providers.• Maintained detailed records of hospitalizations and readmissions, generating summaries for staff and proposing discharge process enhancements.• Presented monthly results to Hospital Management, showcasing successful patient transitions and program impact.

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  Cornershop by Uber

  Oct 2020 - Aug 2022

  • Oversaw a team of 15 agents at the North American hub, ensuring quality standards and processes were met.• Analyzed weekly CSAT results to improve shopper satisfaction and presented strategies to enhance support operations.• Led a strategic initiative at Uber's San Francisco HQ, showcasing Support area operations to over 30 individuals. • Provided live customer support to North American Shoppers, handling interactions with over 10 customers simultaneously.• Collaborated on enhancing performance metrics for "Silent Orders" to improve operational efficiency.• Utilized real-time visualization to analyze operational development and challenges, driving performance enhancements.• Developed predictive methodologies to proactively identify and mitigate potential issues.

  • Quality Assurance Shopping Operations Manager | North America

    May 2022 - Aug 2022

  • Shopping Operations Manager | North America

    Oct 2020 - May 2022
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  Uber

  Aug 2022 - Apr 2024

  Customer Insights & Advocacy Specialist | Global Grocery & Retail

  • Conducted 30+ research studies to understand Uber customer needs and behaviors.• Extracted data from 150+ customer interactions to identify pain points and growth opportunities.• Analyzed data to propose strategies adopted across 4 regions, leading to increased market performance.

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  PagerDuty

  Aug 2024 - now

  • Provide global front-line support for sales systems and data, with expertise in Salesforce.com.• Oversee intake, triage, and resolution of the Sales Operations SFDC case queue.• Support daily operations such as updating account and opportunity assignments and territory alignment.• Assist Sales with opportunity and quote creation.• Build relationships with our global sales teams to become a trusted SME on specific sales tools and processes.• Assist finance with monthly revenue reconciliations and recommend automation solutions.• Maintain and improve CRM data quality, ensuring accurate deal tracking and compliance.• Analyze sales performance across global markets; develop and maintain dashboards, KPIs, and recurring reports for Field Operations leadership.• Identify trends, risks, and opportunities in field teams and partner-led channels.• Proactively communicates work priorities and updates management and the team on status.• Perform project tasks as needed. Show less • Designed and managed complex quotes in Salesforce CPQ, ensuring pricing accuracy and configuration automation.• Coordinated internal approval workflows to ensure timely deal approvals.• Collaborated with internal teams to develop deal strategies and oversee approval processes.• Implemented account hierarchy management strategies that enhanced sales prospecting efficiency through advanced data segmentation.• Performed rigorous data reconciliations between Zuora and Salesforce, using real-time analytics to identify discrepancies and drive process improvements. Show less

  • Sales Operations Analyst

    Sept 2025 - now

  • Enterprise Sales Analyst

    Aug 2024 - Sept 2025