Janice Salangsang

• Supported UCI.
• Currently supporting IAD queues.

• Resolved escalated merchant issues from BPOs through the Restaurant Advanced Support (RAS) programme.

• Interaction Auditing: Reviews voice and text communications against established performance rubrics.
• Regulatory Compliance: Validates that agents strictly follow required scripts, verification steps, and compliance rules.
• Targeted Coaching: Uses performance data to provide 1-on-1 feedback, helping agents refine their customer service skills.
• Quality Calibration: Leads alignment sessions with managers and clients to ensure all quality evaluations are scored fairly and consistently.
• Data Analysis & Insights: Analysed key metrics (CSAT, FCR) to uncover error trends and provided actionable insights to leadership for process improvements and targeted training.
• Root-Cause Reporting: Tracks metrics like CSAT and First Contact Resolution to identify process flaws and training gaps.
• Stakeholder Trust: Acts as the vital link, proving to clients that the team is hitting all agreed-upon quality targets.

US&C Eats Special Projects (ESP)

• Back-office support for Uber Eats Restaurant partners.
• Updating merchant partners' bank accounts.
• Updating merchant partners' Uber Eats website menus.
• Updating merchants' tax tagging and grocery menus.
• Collaboration with ESP stakeholders for process improvement.

• Is a segmented support program that handles escalated rider issues for E-bikes and Scooters from the BPOs.

• Is a segmented support program that handles driver account onboarding.