Mary Jovilyn Caay
Makati, National Capital Region, Philippines-linkedin.com/in/maryjovilync
Summary
I am currently working with Uber Philippines Centre of Excellence LLC Manila providing Level 2 Funnel
Escalations Support for drivers and delivery persons in ANZ. Our team’s expertise is to ensure that customers’
trust in our business is recovered by acknowledging the issue or miss, and then communicating and presenting
solutions in a clear and concise manner.
I have been practising a sense of urgency and perseverance when attending to customer concerns for more
than 7 years now with different brands such as Uber (in-house), Hotels.com, DirectTV, Dish, Google Play Apps
& PayPal. It has helped me develop a strong curiosity to find root causes of issues, and a determination to
fix and improve processes over the years with solid issue identification skills, confidence in call handling, and
excellent written communication. Being customer-obsessed, having an owner mindset (And not a renter) and
being proactive enable me to bring value-add to users needs and provide the best in class customer experience.
I look forward to working with some of the best talents in the world, collaborating and helping brands, businesses
scale and optimize their business goals, and providing the best in class customer experience to their users.
Experience
ANZ Funnel L2 Escalations Specialist
Uber
Apr 2020 - Present (1 year 8 months +)
-Handles both phones and messaging funnel escalations from Level 1 support (BPO)
-Provide L2 support (Tier 2) for drivers and delivery persons in Australia & New Zealand
-Takes supervisor call from L1 in case the driver-partner or the delivery person requested
-Creates JIRA or C360 escalations for issues that need to be escalated to the appropriate team
-I also do flexing to other LOBs like L2 Eats (Tier 2) if they need help to lower down their messaging
tickets with just an hour of training prior to flexing
Community Operations Specialist I || NSW Funnel
Uber
Jan 2019 - Apr 2020 (1 year 4 months)
Process Associate (Paypal)
Genpact
Jan 2018 - Jul 2018 (7 months)
-Fulfilled and maintained acceptable performance metrics such as quality, productivity, and attendance
-Provided prompt and efficient service to the client including the appropriate escalation of any issues
-Demonstrated strong problem-solving capabilities and assist customers in case of any issues
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-Understood and remained up to date with client policies and guidelines; resolve inquires according to
defined policies and procedures
-Provided phone and back-office operations support; troubleshoot and resolved issues
-Triage with internal teams on resolving complex customer issues related to account maintenance,
funds, fraud, trust and safety etc.
Technical Customer Support Representative || Universal Agent for Google Play
Apps
SYKES
Dec 2016 - Sep 2017 (10 months)
-Provided first-line technical and customer phone support for customers based in the US and UK
-Provided basic troubleshooting steps for android devices with Google Play Apps
-Review refund requests based on the acceptable refund guidelines by the business
-Provided individual case management and issue management based on customer’s issue
-Resolved and de-escalated complaints by solving issues quickly to achieve a high level of customer
satisfaction which translated into a high CSAT score
-Did a team POC job whenever the team lead is not around
-Escalated technical or non-technical problems that are unable to be resolved on the spot to L2
Customer & Technical Support Specialist (Dish Network)
SPI CRM Inc. (Inspiro Relia Inc., now )
Dec 2015 - Aug 2016 (9 months)
-Provided technical & customer support via inbound phones
-Identified issue by asking proper discovery questions to be able to provide the correct resolution
-Presented troubleshooting steps based on the customer’s profile whether they are a tech-savvy or a
granny
-Upskilling skills by offering value-added services to their current plan and emphasized its benefits
-Has also helped customer service improve by assisting in the enhancement of the company’s technical
support process
-Team POC on behalf of the team lead's absence and supported the team in terms of knowledge,
process resource and escalations
Level 3 Billing & General Inquiry Specialist (DirecTV)
Ibex Global
Jan 2015 - Nov 2015 (11 months)
-Accurately track interactions with the customers and provide exceptional support
-Assisting DirectTV customers with all the inquiries regarding their account/s eg: simple billing and
complex billing, plan queries, handling payments and payment extension assessment
-Taking retention calls to save customers who want to terminate their account/s by providing win-win
solutions that will be beneficial to both company and customers
-Doing cross-selling to both existing and new customers
Customer Service Associate (Hotels.com)
Teleperformance
Apr 2013 - Oct 2014 (1 year 7 months)
-Provided phone support for Hotels.com, a hotel booking site in North America
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-The typical day was high inbound calls and some outbound. Changed, cancelled, and switched
reservations.
Booked hotels, and also referred hotels to customers.
-Primary functions include answering phones, resolving lodging issues, processing transactions, & other
relevant tasks
-Was offered an SME (subject matter expert) post after a year which provided support for nesting
agents before endorsing them to production; provided coaching sessions especially to nesting agents
with low KPIs to let them
Licenses & Certifications
Preventing Workplace Harassment & Discrimination | Global - Uber
Google Maps Data Access Training - Uber
APAC ANZ - Make Phone Awesome Assessment - Uber
Cryptocurrency Foundations - LinkedIn
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Blockchain Basics - LinkedIn
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Customer Service: Call Control Strategies - LinkedIn
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Marketing on Instagram - LinkedIn
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Marketing on Facebook - LinkedIn
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Blockchain: Beyond the Basics - LinkedIn
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Accounting Foundations: Bookkeeping - LinkedIn
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Introduction to NFTs: Non-fungible Tokens - LinkedIn
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Be an Effective Hybrid or Virtual Employee - LinkedIn
Mary Jovilyn Caay - page 3
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Skills
English • Research • Social Media Marketing • Data Entry • Web-based Research • Onboarding
Drivers and Delivery Riders • Basic Graphic Design • Customer Service • Office Management • Online
Support
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