Jose Villanueva

Job title: Driver Supervisor — Opmax Services / Enterprise

Professional summary

• Supervised driver operations and frontline staff to ensure safe, on-time vehicle delivery/collection and strict adherence to company rental protocols, safety standards, and customer service expectations.

Key responsibilities

• Lead, schedule, and coach a team of drivers and shuttle attendants; manage daily assignments, shift rotations, and attendance to meet service demand.
• Enforce compliance with rental agreements, vehicle inspection checklists, safety procedures, and regulatory requirements (insurance, licensing, local transportation laws).
• Conduct pre- and post-trip vehicle inspections with drivers to verify cleanliness, fuel level, mileage, damage reporting, and proper documentation; ensure timely reporting and disposition of damages.
• Train and certify drivers on company policies, defensive driving, customer interaction standards, incident reporting, and emergency procedures.
• Monitor driver performance and safety metrics (on-time deliveries, accident/incident rates, fuel efficiency, customer complaints); provide feedback, corrective action, and performance evaluations.
• Coordinate vehicle logistics with reservations, fleet maintenance, and dispatch teams to optimize vehicle utilization, minimize downtime, and prioritize high-value reservations.
• Oversee loading/unloading and secure handling of customer possessions; maintain chain-of-custody procedures for keys and documents.
• Manage customer escalations involving driver service, lost items, or service delays; investigate incidents, document findings, and implement preventive measures.
• Maintain and update operational records, shift logs, driver manifests, and compliance documentation; prepare regular reports for management.
• Implement and audit adherence to health, safety, and COVID-19 protocols to protect staff and customers.

Key achievements

• Reduced on-time delivery failures through route optimization and improved shift planning.
• Lowered incident rates introducing targeted driver training and stricter inspection enforcement.
• Improved customer satisfaction scores in delivery/pickup service after implementing standardized service checklists.

Skills & tools

• Team leadership, scheduling, performance management, incident investigation
• Fleet coordination, vehicle inspection, regulatory compliance, safety training
• Dispatch systems, GPS routing, inventory/key control, recordkeeping
• Strong communication, conflict resolution, time management, attention to detail

Job title: Player Experience - Supercell

Professional summary:

• Delivered high-quality player support for a live-service video game, focusing on gameplay functionality, account and in-game purchase issues, and overall player satisfaction across phone, email, and live chat channels.

Key responsibilities

• Acted as primary point of contact for players reporting technical issues, gameplay bugs, connection problems, and feature requests; logged and triaged incidents using the company’s ticketing system.
• Diagnosed and resolved game functionality problems by guiding players through troubleshooting steps (client repair, cache clears, driver checks, network tests) and coordinating with QA/engineering when escalation was required.
• Managed purchase- and billing-related inquiries, including failed transactions, missing in-game goods, refunds, chargebacks, and currency discrepancies; validated purchase receipts and processed account adjustments or refunds per company policy.
• Maintained clear, empathetic, and timely communication with players, translating technical details into user-friendly explanations and setting realistic expectations about resolution timelines.
• Collaborated cross-functionally with development, QA, payment operations, and community teams to reproduce bugs, prioritize fixes, and implement long-term solutions based on player feedback and trend analysis.
• Created and updated knowledge-base articles, FAQ entries, and internal troubleshooting guides to accelerate resolution times and improve first-contact resolution.
• Monitored player sentiment and ticket metrics (response time, resolution time, CSAT/ NPS) and contributed ideas to improve support workflows and product stability.
• Handled escalations and complex cases, negotiating satisfactory outcomes while protecting company policies and fraud prevention measures

Key achievements

• Achieved a 90%+ first-contact resolution rate for technical and purchase-related issues through improved troubleshooting scripts and proactive follow-ups.
• Reduced average ticket resolution time by 30% after implementing a standardized diagnostic checklist and enhancing cross-team escalation protocols.
• Recognized by management for consistently high CSAT scores and for documenting recurring bugs that led to a major patch fixing a widely reported gameplay issue.

Skills & tools

• Customer support, troubleshooting, escalation management, refund processing, fraud awareness
• Ticketing systems (e.g., Zendesk, Jira Service Desk), CRM, knowledge base platforms
• Basic networking and platform troubleshooting, familiarity with game launchers/consoles/PC environments
• Strong verbal and written communication, empathy, time management, cross-team collaboration