Mary Jovilyn Caay

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 Mary Jovilyn Caay - page 1 -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 Mary Jovilyn Caay - page 2 -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 AVw468eCVzv71F-ETckKJ_9X7Jq Blockchain Basics - LinkedIn ATqojsE2WV9Wv0ac2mOiQKgWgdKg Customer Service: Call Control Strategies - LinkedIn ARl0gNhCPgbhi95ir6OgtZZ0ASRS Marketing on Instagram - LinkedIn AbltaAjmjS_yQjR90P3U_H_cverc Marketing on Facebook - LinkedIn AUqGyyahCltwYA2Ze4LpoU68j5YY Blockchain: Beyond the Basics - LinkedIn AVim6Ge9qSqFMBth2RYXhMIhdbJH Accounting Foundations: Bookkeeping - LinkedIn AXEfiEG8RbLb58GjhVf8geIfcv9l Introduction to NFTs: Non-fungible Tokens - LinkedIn AZDguKYl7cPpclrvoGeDLFANc6rX Be an Effective Hybrid or Virtual Employee - LinkedIn Mary Jovilyn Caay - page 3 ATE0X-ZYUfnH5D9GUUBOP4xB2OIk 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 Mary Jovilyn Caay - page 4