Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Marco Calvo

Elsa

Summary

Dynamic professional with extensive experience at Uber Eats, excelling in customer service and time management. Proven ability to enhance customer satisfaction through effective communication and flexibility. Skilled in training and mentoring teams, while maintaining high performance metrics. Committed to public safety and policy enforcement, ensuring a positive experience for all clients.

Driven with strong background in 911 communications management, overseeing critical emergency response operations. Successfully improved call handling procedures and implemented training programs for new dispatchers. Demonstrated leadership in high-stress environments and excellent problem-solving skills.

Professional in emergency communications with strong focus on team collaboration and achieving results. Adept at managing high-pressure situations and ensuring seamless communication flow. Known for flexibility in adapting to changing needs and providing reliable support. Skilled in crisis management, leadership, and efficient problem-solving.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Uber Partner

Uber Eats
08.2024 - Current
  • Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
  • Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
  • Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
  • Improved customer satisfaction by providing prompt and professional service as an Uber Partner.
  • Provided safe transportation for passengers, adhering to traffic laws and regulations.
  • Maintained a high driver rating through excellent communication and navigational skills.

CSR, Sales

ContinuumGlobal
08.2023 - 08.2024
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Delivered exceptional service, consistently meeting or exceeding performance metrics.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Csr Supervisor

Sagilitty
06.2021 - 07.2023
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Implemented company policies and procedures for professional, cohesive customer care.

Communications Officer

La Villa Police Dept
07.2017 - 05.2021
  • Enhanced brand visibility by developing and implementing strategic communication plans.
  • Monitored media coverage of the organization closely to identify opportunities for proactive outreach.
  • Managed crisis communications, effectively mitigating potential reputational damage.
  • Crafted persuasive speeches and talking points for executive presentations at industry conferences or meetings.
  • Conducted thorough market research to inform strategic communication decisions aligned with organizational goals.
  • Trained staff on effective communication techniques, fostering a cohesive team environment that drove results.

Education

Edcouch Elsa
Edcouch

Skills

  • Flexibility
  • Punctuality
  • Situational awareness
  • Call prioritization
  • Public safety
  • Emergency protocols
  • Policy enforcement
  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service

Certification

  • Telecommunications license

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Uber Partner

Uber Eats
08.2024 - Current

CSR, Sales

ContinuumGlobal
08.2023 - 08.2024

Csr Supervisor

Sagilitty
06.2021 - 07.2023

Communications Officer

La Villa Police Dept
07.2017 - 05.2021

Edcouch Elsa

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