EMER JERICO L. MARTIN
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📫
Block 4, Lot 35, Phase 1 Sacramento Street, Ciudad Verde Executive Village,
Regalado Avenue, West Fairview, Quezon City
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-https://ph.linkedin.com/in/emer-jerico-martin-b58b0514a
WORKING EXPERIENCE
Manulife Business Processing Services
Customer Service Professional
April 2020 - May 2020
Position Summary:
Contributes to Manulife in providing the best assistance with their life insurance customers.
Uber Technologies Inc.
Quality Specialist II
October 2018 - January 2020
Position Summary:
Contributes to Uber in their goal of providing world-class customer support by identifying areas of
opportunity and strength through consistent contact review.
Job Responsibilities:
● Perform targeted quality reviews in order to identify and action on areas of opportunity in the
support process.
● Continuously driving education on service quality metrics and processes.
● Identify and promote continuous improvement opportunities in training, process and policies.
● Proactively identify inconsistencies in content, provide recommendations for content updates, and
ensure consistency across all resources.
● Presenting findings to peers and upper management.
Sterling Talent Solutions
Verification Specialist
July 2017 – October 2018
Position Summary:
Conducts employment and education verification of U.K. applicants either through phone and emails,
and updates the database with the information obtained.
Job Responsibilities:
● Investigate and confirm reference credibility.
● Update reference contact information within the database.
● Contact HR departments to obtain an employment verification
● Contact Records departments of schools to obtain an education verification.
Special Tasks Given:
● Respond to special requests of clients and client services specialists.
● Disseminate verification tasks to multiple verifiers for urgent requests of clients.
● Scrubbed files made by other verifiers to ensure accuracy of the information entered on the database.
TaskUs PH
Team Manager
January 2017 – May 2017
Position Summary:
Drives the performance of Teammates to continuously hit metrics and goals; coach, motivate and engage
teammates to ensure that they are a productive resource to the TaskUs; and act as liaison between the
teammates and other departments.
Job Responsibilities:
● Manages the day-to-day planning, operation and problem solving of a team of agents to meet with
the required service level components, standards and sales targets
● People Management, including all HR related issues including conducting appraisals, confirmations,
promotions and terminations.
● Operational Management, which includes managing the floor, and ensuring adherence to schedule.
● Call monitoring, coaching and feedback, delivery of the defined customer experience in every call.
● Conducts performance appraisal for the team.
● Contributes in the hiring and selection process of front liners.
● Serves as a focal point of dissemination of information from management to team and vice versa.
● Contributes to decision making process on any matters relating to improving revenue generation and
customer satisfaction, insofar as it affects call handling and call center processes.
● Responsible for making decisions on training requirements of teammates and adjusting targets to suit
the needs of the business.
TaskUs PH
Quality Analyst
March 2016 – January 2017
Position Summary:
Monitors agents to ensure accuracy of work; coach, motivate and engage teammates to ensure that they
are consistently aligned with the process of a certain line of business.
Job Responsibilities:
● Making sure that the weekly allocation for audits are completed.
● Call and text monitoring, coaching and feedback, delivery of the defined customer experience in
every call and email reviewed.
● Creates a report of defects and process improvement solutions.
● Weekly alignment sessions with the management to ensure similarity in the understanding of the
process.
● Adapting as the Lines of Businesses audited can change.
TaskUs PH
Customer Service Representative
June 2015 – March 2016
Position Summary:
Provides world-class customer service to riders and drivers via email.
Job Responsibilities:
● Accurately responds to rider and driver concerns via email.
● Ensures that daily metrics are hit.
● Receives weekly coaching for development and further improvement.
● Provides feedback during team meetings for group development.
Acquire BPO
Customer Service Representative
March 2015 – June 2015
Position Summary:
Provides world-class financial customer service to customers.
Job Responsibilities:
● Accurately responds to billing concerns via phone.
● Ensures that daily metrics are hit.
● Receives weekly coaching for development and further improvement.
● Provides feedback during team meetings for group development.
Special Task Given:
● Respond to special requests and billing concerns of clients and customers via email.
Alta Resources
Customer Service Representative
November 2014 – February 2015
Position Summary:
Provides world-class customer service..
Job Responsibilities:
● Accurately obtains information of new and renewing health care customers.
TRAININGS ATTENDED
SCAMPER Training
Uber Technologies Inc.
21/F, SM Aura Business Tower, 26th St. Mckinley Parkway, Taguig, Metro Manila
February 2, 2019
Root Cause Analysis Training
Uber Technologies Inc.
21/F, SM Aura Business Tower, 26th St. Mckinley Parkway, Taguig, Metro Manila
February 19, 2019
Business Communication Standards
Uber Technologies Inc.
21/F, SM Aura Business Tower, 26th St. Mckinley Parkway, Taguig, Metro Manila
F
ebruary 27-28, 2019
Deck Creation and Delivery Standards
Uber Technologies Inc.
21/F, SM Aura Business Tower, 26th St. Mckinley Parkway, Taguig, Metro Manila
March 5-6, 2019
7 Quality Tools Training
Uber Technologies Inc.
21/F, SM Aura Business Tower, 26th St. Mckinley Parkway, Taguig, Metro Manila
July - August 2019
CORE COMPETENCIES
SKILLS
● Can communicate well in English (verbal and written)
● Keen attention to detail and making sure that tasks are completed accurately
● Considerable skill in resolving problems through recommendations
● Strong analytical/critical thinking and problem solving skills (ability to identify problems and
formulate solutions)
● Can work with minimal to no supervision
● Management Skills (ability to effectively set priorities and complete tasks)
● Thrive in a team environment (with initiative, react flexibly to changes in priority and direction, and
assume increased responsibilities as needed)
● Ability to work in a diverse environment of different cultures/ethnicities; ability to adjust
● Flexible; willing and able to learn new ideas and skills; able to adapt to changing business needs
● Administrative skills such as usage of software programs such as MS Word
EDUCATIONAL BACKGROUND, AWARDS AND ACHIEVEMENTS
COLLEGE
Bachelor of Science in Electronics Engineering
Adamson University
900 Marcelino Street, Ermita, Manila
2012 – 2014
COLLEGE
Bachelor of Science in Accountancy
Jose Rizal University
80 Shaw Boulevard, Mandaluyong City, Manila
2019 - 2019
COLLEGE
Bachelor of Science in Business Administration Major in Marketing Management
National University - Fairview
SM Fairview Complex, Quirino Hwy, corner Regalado Hwy, Quezon City, Metro Manila
2020 - Present
REFERENCES
- Available upon request -
