Manuel Palafox

Experience

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  AXA

  May 2019 - Sept 2019

  Patrimonial advisor

  Health insurance sales.

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  Uber

  Sept 2019 - Jul 2021

  HCV-Shared Rides Operations Support

  ● Uber Van for Business Launch, Communication Campaign: Designed and executed a new product comms campaign for an audienceof 600k+ riders, resulting in 100+ qualified business leads, tripling previous pipeline volume.● Competition analysis: Developed a competitive analysis of business transportation for the Mexican market.● Payments: Improved the partner invoicing and payment process by day-to-day troubleshooting, finding inefficiencies, reducing processing time and increasing its reliability.● Stakeholder management: Primary POC for fleet-partners to solve operational conflicts.● Operations: Led and coordinated the sanitization operation requested for COVID-19 mitigation.● Marketing: Coordinated the Uber Van Fleet branding in Monterrey as part of a product awareness campaign.● Operations management: Sustained a constant 75%+ trip completion rate despite numerous regulatory and logistical challenges by re-scheduling supply and re-organizing routes.● Growth Campaigns Analyst: Creation and analysis of rider engagement and acquisition of Uber Van growth campaigns.● Marketing: Coordinated an activation campaign with universities through promo incentives targeting students.● Feature launch: Supported the launch of the Reserve Drivers feature in Monterrey by analytically defining the geospatial constraints for it.● Partner Payments: Transformed our partner payment methodology, managing around +$100k USD/week, from a “per-trip” approach to one based on reliability, schedule adherence, and customer satisfaction.● Price analysis: Performed a price-elasticity analysis for our product, and proposed a price change that increased 27% our average fare per trip without affecting ridership.● Mapping improvements: Suggested and implemented a feature to directly channel live driver feedback on our routes, with +150 tickets the most of them were applied to improve our routes. Show less

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  Didi

  Jul 2021 - May 2022

  West Operations Analyst

  ●Led a national self-promotion initiative that empowered small restaurants to increase their promotional efforts without any subsidies from the company, achieving a 23% increase in national reach.●As City Owner, developed and executed region-specific strategies in cities like Culiacán and Mazatlán, significantly boosting order volumes and user engagement through targeted promotions.●Managed operations across multiple cities, driving order growth and user engagement by working closely with restaurant partners and analyzing local market needs.●Implemented churn reduction strategies for restaurant partners, improving retention and enhancing the overall user experience. Show less

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  Garena

  May 2022 - now

  Senior User Research

  (Senior User Research)●Led full-cycle research projects for FreeFire LATAM, delivering valuable insights that informed strategic decisions and improved local game performance.●Published qualitative and quantitative analyses that deepened the company's understanding of user behavior and preferences in the region.●Collaborated with senior management to refine research questions and ensure actionable insights from user data and game testing.(Game Incubator Associate)●Contributed to the successful incubation of multiple games by conducting in-depth market research and competitor analysis, identifying key trends for new game launches in LATAM.●Played a critical role in shaping the product strategies for game development, influencing the overall direction of new mobile video games.●Worked closely with product and marketing teams to research potential game ideas and refine strategies for their successful launch.●Provided insights from user feedback and testing phases to guide game design and feature development.(Product and Operations Associate)●Developed and executed a strategy that increased the DAU of mini-games by 40%, collaborating cross-functionally with teams across various departments.●Launched several initiatives aimed at optimizing player engagement and retention in the LATAM market, contributing to a successful game launch.Conducted ongoing analysis of user behavior, focusing on enhancing game features and increasing player interaction. Show less