DONNA NIZZA VILLANUEVA

Work History

IBEX Global

09.2018 - 05.2025

Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Prepared and maintained reports, dashboards and monthly packages.

Ibex global

09.2018 - 06.2020

LYFT ACCOUNT
Utilize client base tools to provide accurate and consistent, responses to customer inquiries
Document Issues and Resolutions
Assist the passenger to retrieve their belongings that they left behind on their last trip.
Assist the driver to arrange the meeting with the passenger for the return of the item.
Follow-up and escalate resolution actions related to unresolved issues
Troubleshoot, resolve email setup issues and Identify Possible Website Errors
Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
OUTDOORSY ACCOUNT
Handle emails and chats from the renters and drivers about Rv vehicle rental & services.
Resolve rental service problems by clarifying the customer complaint; determining the cause of the problem; expediting correction or adjustments following up to ensure resolution
Process dispute of the renters or drivers about entirely vehicle rental process
Make accurate timely updates at all times, including information required by management
Developed team communications and information for meetings.

Spi Global

02.2015 - 03.2017

JOURNALS ACCOUNT
I support editorial staff in all activities leading to publication, including fact-checking articles, correcting manuscripts, and proofreading.
Organizing and updating manuscripts/research to tight deadlines
Dealing with email queries, e.g., from writers and the public, responding to copyright queries from writers and other publishers
Assisting authors by discussing revisions, format, and other issues or draft and send communications from editors to writers and clients. We keep the authors informed of editors advice, actions taken, and results.
Worked flexible hours; night and holiday shifts.
Handled day-to-day running of manuscript checking, ensuring high levels of productivity and progression.