Angielou Rica Sibug
130 A. Bonifacio Avenue Barangka Marikina City
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Personal Profile Statement
A motivated, adaptable, and responsible individual seeking an opportunity in your good
company as a representative which will utilize the professional and technical skills acquired
from previous experiences of the same nature.
Education
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Polytechnic University of the Philippines
Bachelor of Science in Tourism Management
Sta. Elena High School
Barangka Elementary School
Work Experience
June 2023 - present
Satellite Office / Uber Car Share
Quality Assurance Coach
● Observes and evaluates agents’ performance during live interactions ie. phone calls, email
tickets, and chat.
● Provides constructive feedback to agents based on their performance evaluations.
● Offers one-on-one coaching sessions with agents to address identified opportunities
during evaluation and feedback sessions.
● Analysing data and reports to identify trends, patterns, and areas of improvement
● Collaborating with other teams, such as Operations and Training to ensure alignment on
quality standards and continuous improvement.
Nov 2022 - June 2023
Satellite Office / Uber Car Share
Incident Response Support
● Day-to-day handling of urgent queries and assistance to members that deals with vehicle
breakdown incidents, car accidents, and towing requests
● Ensures that members are taken care of after an incident has been reported
● Coordinates with Roadside Assistance in AU to help members diagnose the issue with their
borrowed vehicles and ensures that towing are processed and endorsed to a preferred
mechanic
Aug 2022 - Nov 2022
Satellite Office / Uber Car Share
Member Experience Support
● Day-to-day handling of inquiries and troubleshooting from members
● Ensures that all inbound and outbound emails are managed and resolved in a timely
manner
● Assists members in regards to their vehicle issues and collaborate with the appropriate
team for further assistance
Sept 2018 - August 2022
Lizardbear Tasking, Inc.
Quality Analyst
● Observes and evaluates agents’ performance during live interactions ie. phone calls and
emails.
● Make recommendations about process and data driven improvements.
June 2016 - Sept 2018
Lizardbear Tasking, Inc.
Email Support Representative
● Answering queries through email with error free responses.
● Providing accurate resolution according to the resources provided.
● Identify and provide resolution to customer’s concern to achieve satisfaction.
Aug 2015 - June 2016
Teleperformance Edsa-Shaw
Customer Support Representative
● Performs account validation and processes medications over the phone through calling
different health providers, institutions, and pharmacies.
● Answers queries through phone calls in an accurate, precise manner.
● Providing options to callers aligned to the state’s policy.
● Extending help and resources through calling different health providers and institutions.
● Supports teammates when it comes to process and product specific knowledge.
Skills
● Strong knowledge of soft skills and basic customer service
● Experience in both Voice and Non-Voice environment
●
● Expert in both multi-tasking and delivering world class service
