Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Layla Saab

Customer Service/ Account Specialist
Bell

Summary

Detail-oriented Account Specialist with great ability in communicating
and developing relationships with customers. Possess a strong, dynamic, diligent, patient and detail oriented personality to meet and exceed goals. Acquired excellent experience in sales working in the area of expertise for the last 5 years in startup tech companies including other areas such as marketing and account management.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Customer Experience Agent

Ramp
08.2024 - 05.2025
  • Utilized critical thinking and the Ramp platform to diagnose and resolve complex customer issues working with internal tooling and engineering support to ensure timely and accurate resolution while maintaining a QA score above 95.
  • Acted as primary point of contact for support leads on documentation, escalations, and product updates, enabling seamless communication with engineering, product teams, and external partners.
  • Delivered support via phone, email, and chat, consistently achieving an industry-leading customer satisfaction rate through empathy, speed, and clarity.
  • Learned the Ramp Platform inside and out, becoming a trusted expert capable of walking customers through expense management, card setup, bill pay, and ERP integrations.
  • Served as a key feedback loop, collecting and communicating insights from customer interactions to product and engineering teams, which drove feature enhancements and improved usability.
  • Supported some of the fastest-growing companies in the U.S., helping Ramp scale effectively by managing support volume, and handling high-urgency inquiries.
  • Thrived in a fast-paced, startup environment, constantly learning new processes, adapting to product changes, and growing responsibilities over time.

Senior Customer Support Representative

Sway
09.2021 - 11.2024
  • Worked effectively in fast-paced environments.
  • Worked well in team settings, providing support and guidance.
  • Supported both drivers and customers through omnichannel support, including but not limited to phone, chat, and email.
  • Managed both inbound and outbound contacts.
  • Take a hands-on approach to resolving every issue, owning it from start to finish.
  • Acted as an advocate for both customers, reporting, and acting on observed areas for improvement.
    Interact with cross-functional teams in a respectful and professional manner at all times.
  • Managed around 60 to 80 queries per day.

Customer Account Specialist

Uber
01.2018 - 01.2020
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Onboarded driver-partners onto systems by reviewing, maintaining, and organizing vehicle and personal documentation - Reviewing background checks
  • Answered about 35-40 video calls to assist partners with profile setup and ensuring all requirements were met.
  • Utilized online and offline sources to stay on top of Uber processes and tools
  • Partnered closely with engineering and product marketing teams to share client feedback and iterate and advise on improvements needed.
  • Gave feedback for product development and scale
  • Trained new hires on how to operate internal tools and about company expectations.

Uber Specialist Lead (Marketing/Sales)

Uber
04.2017 - 01.2018
  • Tracked team members individual KPIs and held members accountable to performance expectations
  • Worked cross-functionally with various departments to improve Sales and support tactics to make room for improvements for better workflows.
  • Conducted weekly 1:1s for all team members and provided feedback.
  • Top specialist in Los Angeles Area to pitch potential drivers' idea of getting on-boarded with Uber and averaged about 30-40 sign-ups per week exceeding goal of 20.
  • Onboarded and trained new Specialists.
  • Led and motivated team with set goals to meeting and exceeding them.
  • Onboarded and Followed up with partners via phone call, text, and email to ensure all requirements were met in order to start driving.

Education

Associate of Arts - Marketing

Long Beach City College
09.2016 - 04.2020

Skills

Call center experience

Call control

Complaint handling

Conflict management

CRM software

Technical support

Escalated call handling

Account management

Problem-solving aptitude

Teamwork and collaboration

Customer service excellence

Quality assurance

Inbound call management

Software

Salesforce

JIRA

Microsoft Office

Google Suite

Timeline

Customer Experience Agent

Ramp
08.2024 - 05.2025

Senior Customer Support Representative

Sway
09.2021 - 11.2024

Customer Account Specialist

Uber
01.2018 - 01.2020

Uber Specialist Lead (Marketing/Sales)

Uber
04.2017 - 01.2018

Associate of Arts - Marketing

Long Beach City College
09.2016 - 04.2020

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Layla SaabCustomer Service/ Account Specialist