Edward Carlo Cudal
Resolution Desk II Specialist
Valenzuela City
Summary
Skilled Customer Service Representative and Subject Matter Expert focused on maximizing success through effective use of clear communication plus out-of-the-box thinking abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
17
17
years of professional experience
1
1
Language
Work History
Resolution Desk Specialist
Coinbase Philippines
02.2024 - 04.2025
- Assisting Frontline agents when a resolution needed is outside of their scope or upon customer's request for case escalation.
- Accepting escalation cases either by customer's request, outside of agent's scope, or process directions.
- Checking if consults or escalation requests are valid or not. Forwarding feedback to a manager for constructive feedback in case of invalid actions.
- Collaborating with direct supervisor and other Resolution Desk specialists in process improvement by collecting agent's escalations along with work-related updates.
Training Facilitator
Coinbase Philippines
10.2023 - 02.2024
- Conducting training sessions (hybrid setup) to new hire employees from verbally explaining items learned in training video materials to demonstration of tasks related to production.
- Sharing feedback of each new-hire employee to the immediate supervisor and Learning and Development lead (L&D) to gauge the learning curve of the employee and determine one's advancement to production.
- Regularly checking knowledge base materials to ensure accuracy of lessons to be shared with the class.
Frontline Representative
Coinbase Philippines
05.2022 - 10.2023
- Dealing with customers' inquiries about multiple cryptocurrency-related inquiries: educating customers about sending and receiving crypto assets, tracing missing crypto assets, detection and investigation of fraud reports (ex: scamming, phishing, account takeover, etc).
- Educating customers to tightly protect their accounts as there is zero or slim chance of recovering lost assets caused by hacking, unauthorized transactions, or account takeovers.
- Helping customers ensure they have liquidated their assets if certain to close Coinbase accounts.
Trust and Safety Team Specialist
Getaround
06.2020 - 04.2022
- Handling of authentication process for both first-time and existing Getaround users by requesting documents (ex: identifying/selfie photo, driver's license, credit card) before allowing them to access the platform and rent a vehicle.
- Responding to various cases of credit card fraud, transaction disputes (ex: chargebacks), and account takeovers that resulted in unauthorized car rentals. Investigation process includes checking if a mobile device or a credit card is shared with another person, tracing the rented vehicle's location, and matching it with the (or close proximity of the) owner's billing address. Slack and Zendesk are the main tools in communicating with other teams and checking the case until its resolution is reached.
- Assisting in reports of vehicles being returned late or stolen by the renter by checking the vehicle's location using a system-installed GPS tracker. Reaching out to the renter if they will still extend their trip while also communicating with the vehicle owners to inform the situation. Drafting Civil Demand Letters (CDL) if both renters are unwilling to return the vehicle and the vehicle's current location cannot be tracked.
Community Operations Specialist, US Driver Payments
Uber Philippines Center of Excellence (COE)
05.2018 - 06.2020
- Assisting concerns of Uber drivers in the United States on their trip earnings (ex: missing payment, discrepancies, promotions or incentives) over email.
- Promoting GeoTab (an Electronic Logging Device used to track drivers of commercial motor vehicles to automatically record driving time and Hours of service (HOS) records, capture data on the vehicle's engine, movement, and miles driven) to Uber Freight (truckload) carriers.
- Assisting on approval or rejection of personal and vehicle-related documents from applicants to become an Uber driver in the United States, Australia and New Zealand.
Incident Response Team (IRT) Specialist, Philippines, Malaysia, and Singapore
Uber Philippines Center of Excellence (COE)
07.2017 - 05.2018
- Responding to reported accidents and untoward incidents (ex: harassment, physical and/or verbal altercation, and health and death-related) occurred when Uber was still operational in the three countries mentioned above.
- Reaching out to driver-partners and riders to make an investigation based on the report of the offended party. Outcome is made by giving verbal warnings up to deactivation of the Uber profile on the party at fault, depending on the severity of offense.
Small and Medium Business (SMB) Ad Specialist, Bing Ads
Arvato Digital Solutions
10.2015 - 07.2017
- Assisting online advertisers via phone and chat by improving their business content, recommending optimal budget and relevant keywords to make their business seen on the internet's top search page.
- Keeping contacts for up to three days to see if given proposals helped the advertiser in increasing views and clicks turning to profit.
Cruise Holiday Specialist, P&O Cruises Australia and Carnival Cruise Lines
Probe CX (formerly Stellar Philippines)
09.2013 - 10.2015
- Assisting customers by providing best cruise holiday recommendations and making reservations via phone and email.
- Setting expectations to guests pre-trip the entirety of their vacation, documents to be prepared for international cruises(ex. visa), and activities that can be participated in each port of call.
Collections Team Specialist, Ally Financial
Sykes Asia Incorporated
03.2011 - 09.2013
- Collecting debt for auto loans, making past due accounts to be current as a goal. Offering options to clients with an outdated account such as payment extensions and/or refinancing/rewriting of the loan to decrease monthly amortization.
- Also responsible for assisting locked up online accounts so that customers can make their payments.
Expedia - Hotels.Com
Sykes Asia Incorporated
04.2008 - 03.2011
- Creating, canceling, or modifying hotel reservations based on our recommendations or the customer's choice.
- Providing compensation for dissatisfied customers, relocating customers to other hotels if needed due to poor experience upon arrival or during the stay.
Education
Associate of Arts - Computer Networking And Systems Technology
AMA Computer College
Meycauaya, Bulacan 04.2001 -
Skills
Google Workspace
Microsoft 365
Salesforce CRM
Zendesk
JIRA
Customer Service
Phone, Chat, and Email communications
New-hire mentoring
Risk Assessment and Fraud/Security Investigations
Incident Response
Quote
Fall seven times; stand up eight.
Japanese proverb
Languages
English
Bilingual or Proficient (C2)
Timeline
Resolution Desk Specialist
Coinbase Philippines
02.2024 - 04.2025
Training Facilitator
Coinbase Philippines
10.2023 - 02.2024
Frontline Representative
Coinbase Philippines
05.2022 - 10.2023
Trust and Safety Team Specialist
Getaround
06.2020 - 04.2022
Community Operations Specialist, US Driver Payments
Uber Philippines Center of Excellence (COE)
05.2018 - 06.2020
Incident Response Team (IRT) Specialist, Philippines, Malaysia, and Singapore
Uber Philippines Center of Excellence (COE)
07.2017 - 05.2018
Small and Medium Business (SMB) Ad Specialist, Bing Ads
Arvato Digital Solutions
10.2015 - 07.2017
Cruise Holiday Specialist, P&O Cruises Australia and Carnival Cruise Lines
Probe CX (formerly Stellar Philippines)
09.2013 - 10.2015
Collections Team Specialist, Ally Financial
Sykes Asia Incorporated
03.2011 - 09.2013
Expedia - Hotels.Com
Sykes Asia Incorporated
04.2008 - 03.2011
Associate of Arts - Computer Networking And Systems Technology
AMA Computer College
04.2001 -