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BACHELOR OF SCIENCE IN ACCOUNTANCY
Daniel B Peña Memorial College
Foundation
More Info About Me
Embarking on a dynamic 7-year professional journey as a customer representative, I've honed a versatile skill set, thriving on challenges and delivering exceptional service. Recent additions to my expertise include lead generation and email marketing, approached with the same commitment that defines my career. In addition to my versatile skill set, I have also successfully completed virtual assistant training, gaining valuable knowledge in administrative tasks, communication tools, and time management.
My problem-solving acumen is a cornerstone, turning obstacles into opportunities for growth. In lead generation and email marketing, I've found a passion for creating meaningful connections and driving impactful campaigns.
Eager to contribute to client success, I'm committed to continuous learning, staying proactive in acquiring new knowledge and refining my abilities. Join me at the intersection of experience, versatility, and dedication to ongoing improvement, where every challenge is an opportunity, and client interactions exceed expectations.
My Skills and Competencies
Account Management
Lead Generation
Email Marketing
Copy Writing
Facebook Ads
Customer Service
Social Media Management
Graphic Design
Data Entry
Content Creation
Certificates
My Experience and Education
2024
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2024
LeadConnect
(Intern)
- Collaborate with experts on real-world projects
- Participate in interactive workshops and skill-building sessions
such as building email campaigns, optimizing Linkedin account,
using social media platforms for lead prospecting
- Gain practical experience that complements actual skill
knowledge
2023
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2024
Uber - Manila COE
(Community Operations Specialist II for PUDO/PIAH and OSD)
- Functioned as a Support Specialist for Uber Freight, specializing in addressing Pick Up and Drop Off (PUDO) issues.
- Acted as the primary liaison between shippers and carriers to ensure the seamless delivery of loads.
- Provided timely assistance when carriers reported PUDO issues on live loads, resolving matters accurately and promptly.
- Demonstrated proficiency in navigating load information, rescheduling appointments, and effectively communicating resolution steps beyond the initial call.
- Served as the highest point of escalation over the phone for PUDO-related issues, including taking escalated calls from the partnered BPO team handling Uber Freight.
- Managed and resolved reported load overage, shortage, and damage issues every Sunday to assist the OSD team.
- Coordinated closely with account managers, shippers, and third-party entities for clear product disposition instructions and problem resolutions
2023
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2023
Uber - Manila COE
(Community Operations Specialist II for Document Recovery)
- Facilitated the recovery of missing documents essential for the invoicing process.
- Initiated contact with shippers and carrier POCs to provide clear explanations for document rejections and requested timely submission of new copies.
- Collaborated closely with account managers to secure approvals for initially rejected documents.
- Escalated cases of mishandled document approvals/rejections for swift resolution and improved processes.
2023
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2023
Uber - Manila COE
(Community Operations Specialist II for Carrier Payments)
- Functioned as a Phone Support Specialist for Carrier Inbound Payments.
- Addressed inquiries from carriers regarding payments, offering clear explanations for processing delays.
- Proactively escalated aging issues and legal threats to the team's UF Slack support channel for swift resolution.
- Initiated communication with carriers through email channels.
- Actively engaged with various departments to expedite the payment process.
- Acquired fundamental knowledge of other Uber Freight departments and Line of Businesses (LOBs).
- Skillfully transferred calls unrelated to carrier payments to their respective support queues.
2022
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2023
Uber - Manila COE
(Community Operations Specialist II for Uber Freight TONU)
- Served as a Support Specialist for Uber Freight TONU.
- Processed TONU compensation for eligible carriers.
- Investigated TONU claims, meticulously reviewing carrier eligibility, and collaborated with the shippers and account managers to resolve TONU concerns.
- Monitored carriers' status in the shipping/receiving facility.
- Provided shippers/customers with essential data/documents to validate TONU claims.
2022
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2022
Concentrix - Bridgetowne Exxa
(Subject Matter Expert (Uber Eats Driver Funnel))
- Showcased exceptional product knowledge.
- Assumed the responsibility of supporting chat agents in the Eats Driver Funnel Line of Business, involving:
- Monitoring team productivity and ensuring adherence to Service Level Agreements (SLA).
- Promptly reporting bugs and outages for efficient issue resolution.
- Collaborating with other Operations Teams to ensure the seamless operation of production processes.
2019
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2022
Concentrix - Bridgetowne Exxa
(Advisor I)
- Spearheaded the launch of a new Uber Eats Line of Business exclusively for ANZ restaurant partners.
- Provided prompt and effective support through email and chat, complemented by proactive outbound calls.
- Ensured the meticulous maintenance and timely updating of accounts, including menu creation for restaurants on the Uber Eats platform.
- Identified and addressed menu issues, strategically placing appropriate tags to ensure customers can easily find their businesses on the Uber Eats platform
- Investigated issues comprehensively, implementing alternative solutions for swift problem resolution.
- Pioneered the establishment of another line of business dedicated to drivers and delivery partners.
- Managed the Driver Funnel LOB for ANZ, overseeing the seamless onboarding process for delivery personnel.
- Offered guidance on onboarding requirements, conducted meticulous document reviews, and maintained strict adherence to account activation timeframes.
2018
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2019
Concentrix - Bridgetowne Exxa
(Subject Matter Expert (Uber Eats Merchants))
- Demonstrated outstanding proficiency in product knowledge
- Managed manager calls, adeptly creating reports and overseeing agent performance.
- Provided coaching to team members and approved escalation requests, ensuring effective problem resolution.
- Assumed a key role in supporting customer service representatives, offering valuable assistance and guidance.
- Conducted Root Cause Analysis and implemented Dsat scrubbing to enhance service quality.
- Collaborated with RTA, WFM, and Leads to optimize productivity, proactively identifying and addressing auxiliary gaps, schedule adherence violations, and other operational challenges in the absence of the Team Lead.
2017
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2018
Concentrix - Bridgetowne Exxa
(Advisor I)
- Managed Uber Eats voice and non-voice Lines of Business (LOBs) dedicated to servicing ANZ customers.
- Updated profiles for customers, delivery personnel, and business partners.
- Addressed general inquiries, managed complaints, and ensured optimal issue resolution.
- Escalated unresolved issues following the support logic specific to the respective LOBs.
2013
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2017
Daniel B. Peña Memorial College Foundation
(Student Assistant)
- Assisted in library tasks, ensuring the smooth functioning of the library, including shelving books and assisting students in locating resources.
- Gained proficiency in various clerical tasks, such as photocopying, scanning, and maintaining records.
- Worked in the school canteen, handling tasks such as serving food, cashier duties, inventory management, etc
- Aided in classroom activities by preparing materials, setting up equipment, and offering support to students.
- Completed various ad-hoc tasks and errands assigned by school administrators, showcasing adaptability and a willingness to contribute beyond regular responsibilities
My Services
Lead Generation
Research and Targeting, Data Collection, Lead Qualification, CRM Management
Email Marketing
Campaign Development, Audience Segmentation, Content Creation, Design and Layout, List Management, Compliance
General Virtual Assistant
Data Entry and Management, Online Research, Customer Support, Social Media Management, Basic Graphic Design, Copywriting
Customer Service
Customer satisfaction, Problem-solving, Product knowledge, Timely response, Empathy, Adaptability