George Kirakosian

Professional Summary

Project management professional with 4+ years of experience at Uber leading cross-functional initiatives, operational improvements, risk mitigation, workflow automation, and performance management. Experienced managing complex project portfolios, project plans, schedules, budgets, resources, and stakeholder alignment. Led quality and performance management for 20 agents and delivered process improvements supporting account security and self-service operations.

Professional Experience

Senior Project Specialist

Sept 2022 – Present

Project & Program Management

Uber Technologies Inc. — Phoenix, AZ

Manage a portfolio of complex cross-functional projects, coordinating timelines, budgets, resources, risks, and stakeholder alignment to support timely delivery and business objectives.
Conduct project risk assessments, identify potential disruptions, and implement proactive mitigation strategies to reduce delays and execution risk.
Lead quality and performance management for 20 agents across multiple projects, monitoring productivity, resolving execution issues, and maintaining high standards of work.
Partner with cross-functional departments and stakeholders to align project goals with organizational objectives and drive unified execution.
Develop and maintain project plans, schedules, and budgets while allocating personnel, materials, and equipment to improve efficiency and cost-effectiveness.

Senior Project Specialist — Short-Term Assignment

Sept 2024 – Mar 2025

Account Security & Self-Service

Uber Technologies Inc. — Phoenix, AZ

Led cross-functional initiatives to strengthen user authentication and verification processes, reducing risk associated with fraudulent account takeovers.
Analyzed and developed solutions to streamline account validation for processes generating 3M+ manual support inquiries annually, improving agent efficiency.
Automated account verification workflows to reduce reliance on user-provided information and improve the reliability and security of user authentication.
Led a cross-functional team to improve self-service account updates, reducing manual support intervention and saving an average of 3.5 minutes per automated ticket.

Project Specialist III

Aug 2021 – Sept 2022

Project Operations & Process Improvement

Uber Technologies Inc. — Phoenix, AZ

Led operational improvement initiatives supporting Fraud and Identity Theft projects, identifying root causes and prioritizing workflow changes to improve agent performance and project KPIs.
Designed and implemented a JIRA ticketing workflow that improved work visibility and operational efficiency for the Identity Theft team.
Served as a subject-matter expert and led team huddles to address case-specific challenges, provide direction, and keep project work moving.
Established and monitored daily, weekly, and monthly objectives to maintain adherence to project metrics and performance expectations.