Richelle Mercader

* Responsible in answering emails from drivers and riders alike with different concerns.
* Calls drivers for high valued items left inside Uber by the passengers.
* Handle UBER’s Social media account like Facebook and Twitter.
* Answer queries and complaints sent via those platforms.
* Leading the team to ensure the tasks are done in a timely manner.
* Calibrate process and create projects with managers, team leads and quality.
* Investigate account take overs, fraudulent activities on riders and drivers account.
* Prepares hourly statistics of the whole team and responsible in sending end of day report.
* Reissue payments to drivers and refund fares/issue credits to riders if necessary.
* Ensure the account is secure by following the correct process and procedure.

Answer inbound calls for different vendors.
* Primarily caters to financial account with credit card applications over the phone.
* Assist coaches during training and supervise newbies on the floor.
* Mainly supervise the whole team like monitoring statistics of each agent, provide coaching on weekly basis.
* Handle weekly call calibration for the site with partnering vendor/client (US account)
* Provides timely updates and processes to agents.
* Manages call ques to ensure service level goal.
* Handle supervisory call for higher escalation.
* Handle agents payroll timesheets.
* Supervise the team for the whole account.