Aug 2023 – May 2024 · 9 mos · United States · Remote

• Wingz is a fast-growing ride-share technology company offering scheduled private rides at fixed prices across 30 major U.S. cities. I started as a Support Specialist and, after three months, was given the opportunity to transition into a Compliance and Onboarding Support Specialist role, focusing on NEMT compliance and managing operations in Georgia and Virginia.
• Rob Angeles' Key Contributions:
• Led Welcome Webinar sessions for all interested applicants across Georgia and Virginia.
• Conducted personalized Welcome Call interviews with accepted applicants, ensuring their readiness and compliance.
• Recommended and implemented onboarding process improvements to enhance the efficiency and effectiveness of the onboarding plan.
• Spearheaded a software enhancement by proposing the addition of a clear button, which was approved and implemented to improve user convenience and streamline operations.
• ROLES & RESPONSIBILITIES:
• 1. Driver Document Verification: Review and verify driver-submitted documents such as driver's licenses, insurance certificates, vehicle registrations, and inspection reports.
• 2. Compliance Checks: Conduct thorough compliance checks to confirm that new drivers meet all the required legal and regulatory standards.
• 3. Onboarding Assistance: Assist new drivers through the onboarding process by providing clear guidelines on document submission, regulatory requirements, and platform usage policies.
• 4. Documentation Management: Maintain accurate and organized records of all driver documents and compliance checks. Ensure that records are easily accessible for reference and auditing purposes.
• 5. Regulatory Adherence: Stay up-to-date with local and regional regulations related to rideshare services. Implement necessary changes to our onboarding process to ensure ongoing compliance with evolving laws.
• 6. Process Improvement: Identify areas for process optimization within the onboarding and compliance procedures.

May 2023 – Aug 2023 · 3 mos · United States · Remote

• ROLES & RESPONSIBILITIES:
• 1. Answer and manage inbound and outbound calls from clients, brokers, and partners with professionalism and empathy.
• 2. Provide accurate ETAs and handle broker-related inquiries promptly and effectively.
• 3. Follow strict standard operating procedures (SOPs) based on Wingz and our partnered clients’ service standards.
• 4. Communicate proactively with leadership, dispatch, and other departments to ensure seamless coordination and timely issue resolution.
• 5. Document all conversations and updates accurately in the company database or CRM system.
• 6. Handle all calls with urgency and attention to detail, ensuring each client receives timely and high-quality support.
• 7. Escalate critical or unresolved issues to the appropriate teams when necessary, maintaining clear communication throughout.
• 8. Contribute to continuous improvement by identifying trends, sharing feedback, and suggesting process enhancements.

May 2022 – May 2023 · 1 yr · Hybrid

• I’ve had the honor of being part of Zeller Australia’s pioneering Customer Success team, initially as an Associate and later transitioning to Senior Customer Success Associate. We used HubSpot CRM as our main tool, a powerful platform that works seamlessly with HubSpot’s sales, customer service, and marketing systems. As part of the Zeller community, I was trained in leading technologies such as Amazon AWS, Jira, SAM EML, BigCommerce, and Atlassian (Confluence) to help deliver the best financial services to our merchants. In this role, I supported B2B relationships with entrepreneurs across Australia, assisting businesses with GPVs reaching up to one million AUD.
• Rob Angeles' Key Contributions:
• Designed a Quality Assurance (QA) form to analyze call interactions, driving improvements in Customer Success performance through more effective feedback.
• Initiated and conducted outbound follow-up calls with prospective Zeller merchants, achieving successful contact engagement of approximately 30%.
• Provided continuous support and mentorship to new agents and colleagues, earning the '2022 Q3 Support Superstar' award for exceptional assistance.
• Developed and contributed email template macros, which have since become a cornerstone of the Customer Success Team’s communication strategy.
• Led the foundation of the Customer Success team as one of the first three employees to pioneer the role of Customer Success Associate at Zeller.

Apr 2021 – May 2022 · 1 yr 1 mo · Hybrid

• ROLES & RESPONSIBILITIES:
• A. Knowledge, Support, and Operations
• 1. Supporting out-of-hours, day-to-day engagement with Zeller’s customer base via phone, and email, covering: Technical support ranging from hardware and software support to account configuration and management.
• 2. Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations.
• 3. Internal support to other Customer Success Team members to help resolve issues quickly for customers.
• 4. Becoming the subject matter expert and establishing the function’s center of excellence for product usage and support knowledge.
• 5. Hardware fulfillment handling and supply chain support.
• 6. Shift handover to enable seamless support of Zeller’s customers.
• 7. Escalation of urgent / priority cases on shore during out-of-hours operations.
• B. Continuous Improvement
• 1. Product and service defect escalations to Engineering.
• 2. Product improvement advice and feature request feedback across:
• Functionality
• CX / UX
• 3. Public Web and Funnel leakage identification.
• 4. Continuous improvement of support for the operating model design and implementation from systems, data, and processes to people.

Apr 2022 – Present · 4 yrs 2 mos · Philippines

• Have Courage Inc. is a passion project turned to reality. I am the Founder of Have Courage Inc. YORP, SEC and BIR registered non-profit organization in the Philippines that focuses on spreading mental health awareness and helping the elderly and youth through charity work programs.
• Our mission is to have a world in which people acquire support, love, and hope, as well as attain the right to self-development, opportunity, and social justice.

Jan 2022 – Feb 2023 · 1 yr 1 mo · Australia · Remote

• I worked at InkMasters Australia, now known as Top Banana AU, as a Freelance Sales and Service Specialist through the freelancing platform called Upwork.
• The company offers a wide variety of products, ranging from PPE supplies to office materials such as ink and printers. During my tenure, I familiarized myself with different types of PPE equipment and ink compatibility for printers. My role involved Business-to-Business (B2B) and Business-to-Customer (B2C) interactions, requiring me to maintain engagement with all existing business partners and customers to ensure the effective delivery of the best retail services.
• DUTIES & QUALIFICATIONS:
• 1. Handling outbound and inbound calls, chats, and emails for Sales and Customer Service.
• 2. Has outstanding sales and customer service skills with experience in retail and marketing medical and workplace PPE, and more.

Jan 2020 – Jan 2021 · 1 yr · Remote

• ROLES & RESPONSIBILITIES:
• 1. Responding to Customer Inquiries: Address customer concerns, inquiries, and technical issues promptly and accurately via chat, call, or email.
• 2. Delivering Exceptional Service: Offer personalized assistance to enhance customer experience and satisfaction. Strive to exceed customer expectations by providing friendly, empathetic, and efficient support.
• 3. Troubleshooting and Technical Support: Diagnose and resolve technical issues related to streaming, account access, payment, or device compatibility. Guide customers through step-by-step troubleshooting procedures.
• 4. Account Management and Billing Support: Assist customers in managing their accounts, including subscription changes, upgrades, and cancellations. Address billing inquiries, refund requests, and payment-related issues professionally and accurately.
• 5. Documentation and Reporting: Maintain detailed records of customer interactions and solutions provided. Report recurring issues or trends to improve services and support processes.
• 6. Product and Service Knowledge: Stay updated on Netflix's offerings, features, policies, and procedures. Continuously expand knowledge base to effectively assist customers with various inquiries.
• 7. Collaboration and Teamwork: Collaborate with cross-functional teams to resolve complex customer issues or escalate technical problems. Share best practices and contribute to a positive team environment.
• 8. Adherence to Quality Standards: Follow predefined guidelines and standards for customer interactions and service delivery. Maintain professionalism and ensure adherence to company policies and protocols.

Mar 2014 – Jun 2014 · 3 mos · United States · On-site

• I got qualified to be part of my university's Cultural Student Exchange Program (CEP). I was sent to the U.S. to be trained in an American hospitality set-up - My first ever job, that served as my internship as well.
• DUTIES & RESPONSIBILITIES:
• 1. Reports to the Guest Services Supervisor and/or Guest Services/Resort Manager.
• 2. Assuring friendly, courteous, and accurate check-in and check-out of room guests.
• 3. Answering the PBX professionally, and courteously, and responding to questions with accurate and current information. Directing all incoming calls swiftly and correctly.
• 4. Competent knowledge of the property, local attractions, and current activities.
• 5. Promote friendly, courteous, superior customer service.
• 6. Taking room reservations and cancellations in a highly efficient and friendly manner while capturing all pertinent information.
• 7. Will be responsible for handling cash, credit, and sales transactions.
• 8. Keep the front desk area and own station neat, tidy, and clean.
• 9. Monitor guest safety and service issues to provide the safest and most customer-oriented environment.
• 10. Listen to guests and anticipate needs or concerns before a problem arises
• 11. Understand safety and security procedures
• 12. Responsible for monitoring room availability, maintenance, and housekeeping issues and communicating those to housekeeping in a timely and efficient manner.