Aimee Fajardo

A I M E E A. F A J A R D O B2 D5 Mango Grove St., Bloom Field Homes Tambo, Lipa City-- OBJECTIVE A highly motivated and self-starting individual looking for Work at Home to provide outstanding customer service in answering emails. EXPERIENCE Community Operations Specialist (Uber) April 16, 2016 – June 6, 2020Uber Center of Excellence LLC. Started as specialist for rider and driver email support by answering queries about driver payment adjustments, status of their application as driver partners, assisted them in contacting the riders and assisted them in resolving their complex issues that they encountered while on the road or had an incident with their riders. Assisted riders to resolve their issues (technical) they encountered in using the uber app, had an issue with the driver partner, and resolving their concerns about their payment methods, and refunds as well. Managed the flow of a workplace and optimize day-to-day activities. Answered calls from eaters, delivery partners and restaurant partners inquiring about the issues they had for live orders. Answered escalated emails by BPOs from different cities in Australia from delivery partners; eaters and restaurants as well. Coordinated with the content specialist team whenever we encountered tickets that do not have an existing logic. Made an investigation and provided resolutions in the best interest of both the parties. Handled L1 tickets for uber Eats (ANZ) (only when needed by BPOs) Customer Support Specialist (Dick Smith) August 2015 – March 2016Salmat Services Inc. Received inbound calls from Australian customers who were having a technical problem with their Dick Smith TV (troubleshooting). Created trouble tickets for customers to be provided to the nearest Dick Smith service provider in their area. Sent documents (Dick Smith Form) requesting for a copy of their proof of purchase. Performed back office duties for correcting their delivery address who did online purchase. Placed outbound calls to Dick Smith stores to coordinate with the store managers for customers who requested for a replacement of their purchased items. Transition Manager (Barclays) August 25, 2014 – May 19, 2015Serco Global ServicesTaguig City Placed outbound call to do an initial call to introduce clients to the migration from their present banking system to a new platform and to book them for a Setup call. Set up clients based on the details I got from them how they want their administration authorization, beneficiaries and payments to be setup. Confirmed the details of the system administrators, users, accounts and legal entities to be migrated to the new system. Performed administration tasks for clients in order for the migration to push through in the new system. Coordinated with the different teams (onshore and offshore) to process the migration for each client. Sent documents to clients to begin the migration. Coordinated and sent updates with the Relationship Directors assigned to each client Received inbound for any queries regarding the status of the migration. Amended CMFs (Client Migration Forms) for any changes that clients wish to amend during the registration. Team Member (American Express) January 2013 - July 2014 FIS Global Solutions Philippines, Inc. Makati City Walked-through card holders on online registration and linking up their other cards or accounts to their prepaid card. Processed request for card activation/deactivation & replacement, resetting of password & PIN and review of client’s transactions. Handled “escalation calls” when directed by the Operations Manager. Performed other duties assigned by the supervisor officers from time to time. Customer Care Representative (Non-Voice / Voice) Comcast - GSO April 2010 - December 2012 Startek International Limited Makati City Assisted technical agents in the activation of phone services. Performed back office duties for cancellation, suspension or complete disconnection of the service. Attended to other tasks assigned by the supervisor from time to time. Data Encoder November 2005 – March 2007PhilHealth Regional Office IV-B Batangas City Evaluated Family Data Survey Forms (FDSFs) submitted by the respective LGUs. Attended to the needs of walk-in clients. Encoded and validated pertinent members’ data and information. ROPOA (Real and Other Properties Owned and Acquired) Clerk August 2004 – January 2005 Bangko Kabayan Ibaan, Batangas Prepared all documentation requirements of the ROPOA section. Prepared reports relative to the ROPOA accounts. Monitored all documents for notarization of ROPOA related accounts in coordination with the Loans Securities Custodian. Coordinated with various units regarding status, reappraisal, disposition and acquisition of ROPOA. Established good public relations for the Bank with its clientele, officials of the government agencies, banks, other establishments and the general public. EDUCATION 1994 – 1996 University of Batangas Batangas City AB Political Science Elected officer of the University’s Student Government 1991 – 1994 Adamson University Ermita, Manila AB Political Science Awarded as Best Speaker in University’s Debate Fest- – 1991 Our Lady of Caysasay Academy Taal, Batangas 1981 – 1987 Our Lady of Caysasay Academy Taal, Batangas REFERENCES John Miguel Jimenez Team Leader – Barclays - Famela Duque Trainer - AMEX FIS Global Solutions Philippines, Inc- Lesley Gan Team Leader - Comcast Startek International Limited- I hereby certify that the above information is true and correct to the best of my knowledge. AIMEE A. FAJARDO