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Work Background
UberCommunity Operations Manager
Apr. 2021Taguig, National Capital Region, Philippines• Leads a team of 140+ to ensure safety and satisfaction, launching new teams within 30 days, surpassing operational targets.
• Business Case Development: Created and presented data-driven business cases to senior management and the Program team, proposing policy changes, KPI targets, and SLA targets. Ensured alignment with organizational objectives by incorporating feedback and negotiating adjustments.
• Operational Efficiency: Identified inefficiencies in support processes, employing Six Sigma techniques to streamline operations, reduce defect rates, and improve overall efficiency. Led cross-functional teams to execute these initiatives, fostering collaboration across departments.
• Team Engagement: Spearheaded engagement projects that enhanced morale and performance, including organizing culture events and feedback sessions, fostering an inclusive work culture.
• Strategic Influence: Set the vision for high-impact projects and coached teams to think creatively, driving innovation through continuous improvement strategies.
• Negotiation and Stakeholder Management: Regularly negotiated priorities and terms with different departments, understanding stakeholder values and fostering alignment to reach consensus.
UberSenior Team Lead
Nov. 2018 - Apr. 2021Taguig, National Capital Region, Philippines• Collaborated with Quality, WFM, L&D, and Recruitment teams to streamline processes, improve agent performance, and optimize resource allocation, resulting in cost savings and increased efficiency.
• Effectively managed relationships with internal stakeholders, providing clear vision and unifying efforts to achieve shared goals and reduce redundant steps.
UberTeam Lead • Safety Investigations
Jun. 2017 - Nov. 2018Taguig, National Capital Region, Philippines• Resolved complex escalations of safety incidents, demonstrating quick decision-making and adherence to company policies, resulting in improved customer satisfaction and protection of Uber's reputation.
• Identified inefficiencies in duplicate service report handling and recommended process automation, leading to streamlined operations, improved response times, and enhanced customer experience.
• Ensured compliance and prevented financial loss by overseeing agent communications and optimizing case routing, resulting in improved operational efficiency.
TaskUsOperations Team Lead
Jun. 2015 - Oct. 2016Taguig, National Capital Region, Philippines• Led a team of customer service representatives, fostering a positive and productive work environment.
• Collaborated with cross-functional teams to achieve operational goals and improve processes.
[24]7.aiLearning & Development Specialist
Feb. 2010 - Nov. 2014Makati, National Capital Region, Philippines• Designed and delivered engaging training programs for diverse LOBs, achieving a 98% participant passing rate and ensuring agents met performance expectations for SLA, productivity, quality, and CSAT.
• Collaborated with operations, WFM, and quality teams to align training initiatives with business objectives, resulting in improved agent performance and client satisfaction.
CitiTraining Support Specialist
Nov. 2008 - Jan. 2009Makati, National Capital Region, Philippines
Xlibris CorporationPublishing Consultant
Mar. 2006 - Mar. 2007Cebu, Central Visayas, Philippines · On-siteSuccessfully consulted with authors and guided them through the self-publishing process, resulting in increased book sales and positive client testimonials.
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