Alexas Jaramillo

As a Customer Service Representatives I completed an intensive training program designed to develop the knowledge and skills necessary to provide exceptional customer support. I was trained to assist rideshare passengers and drivers who report incidents that occur during a rideshare service. I was taught to demonstrate empathy, initiative, strong critical-thinking and problem-solving abilities, emotional self-control, resilience, and persistence. I was taught to be committed to delivering outstanding service and providing compassionate support to every customer, including those experiencing stressful or difficult situations. Assisted drivers in arranging alternative rides for passengers. Address reports of food poisoning or allergic reactions related to food deliveries. Handle reports of lost, forgotten, or stolen belongings involving passengers or drivers. Respond to verbal abuse, name-calling, or discriminatory comments between passengers and drivers. Manage reports of sexual harassment involving passengers and drivers. Assist with vehicle accidents involving injuries, fatalities, or emotional distress experienced by passengers or drivers. Provide information and support to parents seeking updates about a passenger involved in an accident. Receiving follow-up calls from drivers submitting insurance information after an accident. I would establish trust and maintain assional rapport with each caller to provide personalized assistance and appropriate solutions. I would identify, evaluate, and anticipate callers' needs to resolve issues effectively, provide accurate information, and direct individuals to emergency services when necessary. Gathered relevant details from callers and third parties by asking follow-up questions and accurately documented each incident, submitting reports through designated ticketing system. I have to maintain communication with callers to obtain additional information, monitor case progress, and ensure reported incidents are appropriately addressed. I Manage a high volume of cases while staying organized and keeping current with company and client policies, processes, and procedures. I maintain emotional composure, resilience, and determination throughout every customer interaction, including challenging or emotionally sensitive situations.

• Built TELUS International reporting dashboards for client operations and leadership reviews.
• Extracted data from databases, spreadsheets, and CRM tools for daily reports.
• Reviewed and confirmed the accuracy of reports prior to distribution to TELUS International stakeholders.

• Greeted Tahiti resort guests and managed check-in, check-out, and lobby service
• Answered guest questions about resort amenities, local attractions, and daily schedules
• Processed reservations, room changes, and payment details in front desk system