Jackielyn Mae Perez

Jackielyn Mae Garcia Perez - --Blk 17 Lot 10 Hongkong Village, Cabuyao, Laguna 4025 EXPERIENCE June 2022 – September 2023 Team Lead I, Uber Center of Excellence (Manila COE), Taguig City    September 2021 – June 2022 Subject Matter Expert (SME), Uber Center of Excellence (Manila COE), Taguig City    January 2020 – September 2021 Supervised teams and individuals, giving performance feedback and setting improvement goals. Organized schedules and daily assignments for the team, leveraging individual knowledge and strengths to maximize team success. Coached new employees struggling with specific tasks to be regularized on the 6th month of their employment. Guided team members through routine activities and challenging questions. Prepared weekly and monthly assessments for the team and created reports and dashboards for the assessment results. Created tickets to update or amend rules, processes, and policies communicating proper contexts and resolution. Community Operations Specialist I, Uber Center of Excellence (Manila COE), Taguig City    Handled Zendesk tickets containing concerns from shippers, carriers, and customers related to their shipments via Uber Freight. Handled incoming and outgoing calls for shippers with concerns regarding scheduling, tracking, and booking their shipments. Led motivational quote or statement segment during meetings and heartbeat or huddle sessions. October 2018 – January 2020 Back Office Specialist – QEnergy, Satellite Office, Taguig City    December 2017 – September 2018 Customer Service Expert - T-Mobile, Sutherland Global Services, Taguig City      November 2012 – December 2017 Informed customers of promotions and special offers to increase sales. Handled customer inquiries, payments and service requests. Processed customer exchanges, refunds and bill adjustments to correct product or service problems. Solicited sales of new or additional services or products. Created and entered enrollment applications for new consumers in company database. Customer Service Representative - PayPal Australia, Sutherland Global Services, Taguig City     April 2009 – April 2012 Input large volumes of data to meet accuracy requirements. Kept office file system highly organized and quickly retrieved needed records. Answered email and mail correspondence on behalf of personnel, and performed outgoing calls whenever necessary. Managed customer calls and emails efficiently in a fast-paced call center environment. Handled customer inquiries and service requests. Enhanced customer satisfaction with fast, knowledgeable service. Addressed and resolved customer concerns and complaints. Directory Assistant, kgb_philippines, Makati City    US Directory Assistance (Dial 411 Service) and UK Directory Assistance (118 118) Offered special assistance to individuals unable to complete calls, including children and individuals with hearing difficulties Suggested and checked alternate spellings, locations, and listing formats to customers lacking details or complete information. SKILLS Data, File, Email and Time Management Administrative Tasks Typing and Data Entry Customer Service – Phone and Email Directory Assistance OpenPhone Jobber PureCloud Zendesk Salesforce Slack QuickView Grand Central Samson Billing Admin Tool Compass KANA Software EDAS Microsoft 365 Google Workspace Zoom EDUCATION AY 2011 – 2012 Third Year Level AY 2007 – 2009 First and Second Year Level SY 2003 – 2007 AB Mass Communication Major in Broadcasting Lyceum of the Philippines University Intramuros Manila AB Mass Communication Major in Broadcasting Lyceum of the Philippines University Intramuros, Manila High School Diploma Pasay City Science High School Pasa City