Maria Blanca Quiogue

MSI (Mixed Safety Initiative) Safety Investigation Specialist II - 4y 6mos - Current - Managed complex, multi-channel safety inquiries for US & Canada markets, serving as a specialized escalation point for high-risk safety cases beyond standard frontline support queues.

Scope includes:

● Customer Complaints - Emails sent to support and we triage these to their relevant team. All L1/L2 safety under US&Canada are handled accordingly.

Evaluated safety lock cases by conducting thorough investigations and ensuring accurate documentation according to company policy. This channels coordinates with Legal and L3 support for accurate decision.

● Agent Abuse - Reports of abusive behavior exhibited by a user during interactions with support, such as via messaging, email, phone or in-person.

● Merchant Safety Support and Domino's Priority - Incidents that are related to Food-safety requiring JIRA creations, priority and non-priority merchants support, auditing tickets to determine if refund was correct or if support flow was followed correctly.

● Phone/Messaging Modality - Triaged misplaced or stuck support tickets across messaging and phone modalities, rerouting to specialized queues to eliminate operational bottlenecks.

‣ Other than the channels, we generate actionable operational insights to identify process gaps, improve workflows, and drive continuous process improvements.

‣ Support the incubation and improvement of new processes, using data and insights to validate workflows before deployment to BPO and internal teams.

‣ Lead stakeholder-driven projects with strict deadlines, delivering high-level insights.

‣ Creating process decks, guides, and documentation for BPO and global teams.

‣ ASR (Account Security and Risk Support) - High-impact Risk Operations Specialist in mitigating platform abuse, investigating fraud in scope with riders, drivers, delivery persons, and merchants.

● Investigations include payment fraud, promo abuse, device restrictions, GPS spoofing and other manipulation tactics.

● Payment risk/fraud includes unrecognized charges, chargebacks, transactions patterns, reporting behaviors, and refund abuse.

● ATO (Account Takeover) Drivers and Delivery Persons are victims of account take over or hacking and having their earnings stolen. ‣ IRT (Incidents Response Team) Safety Investigation Specialist I - A Specialized Team that handles critical or potentially critical incidents involving riders, drivers, delivery persons, and merchants. This team also handled accident-related reports.

● Managed and resolved safety incidents, including criminal allegations (theft, robbery, sexual assault, abduction), law enforcement interventions (detainments/arrests), missing person reports, and verbal altercations.

● Processed background verification tickets using JIRA to ensure user safety and regulatory compliance.

● Conducted end-to-end, critical-thinking investigations for L1 and escalated cases, gathering evidence to drive fair, accurate, and timely case resolutions.

Specialized in chat, email, and social media support for Australian telco account.

● Managed high-volume customer inquiries across inbound calls, live chat (multiple chats), email, and social media to ensure timely resolutions.

● Resolved complex billing inquiries and plan adjustments while negotiating payment plans and options to enhance customer satisfaction.

● Billing & Account Management: Resolved complex billing inquiries, plan upgrades/downgrades, and negotiated billings issues with payment plans and options.

Billing and General Inquiries for an American Satellite TV/Program Distributor

● Managed high-volume inbound calls to support customers with account management, clarify complex billing, facilitate plan upgrades, and provide basic technical support.

Analyzed billing data to ensure accuracy and compliance with company policies.

Reviewed customer accounts for discrepancies, implementing corrective actions as necessary.

Developed and maintained detailed reports on billing transactions for management review.