Rona Climaco

Customer Support and Customer Service professional with 12+ years of experience in customer-facing, operational, safety, and compliance roles. Experienced in providing face-to-face passenger assistance, handling customer inquiries, resolving concerns, and delivering quality service in fast-paced environments. Also experienced in email and chat support, case management, safety incident review, compliance, and quality auditing.

Has trained in general Virtual Assistant skills, including calendar management, email management, and file and document management, and is ready to apply these alongside a strong professional foundation in organizing high-volume correspondence, coordinating priorities under SLA targets, and maintaining accurate records and case documentation. Strong communicator with proven ability to meet SLA, productivity, and quality targets while maintaining a positive customer experience.

Risk and Compliance Specialist II at Uber Centre of Excellence (2021-07 – 2026-07)

• Reviewed and audited sensitive safety incidents across global markets.
• Ensured accurate case classification based on internal safety policies and taxonomy.
• Consistently met SLA, productivity, and quality targets in a remote environment.
• Improved audit agreement through detailed analysis and constructive feedback.
• Provided recommendations to improve processes and compliance standards.
• Collaborated with global teams and stakeholders on complex safety and compliance matters.
• Supported strategic projects including Serious IPC, DACT compliance, and customer deactivation reviews.

Risk and Compliance Specialist I at Uber Centre of Excellence (2019-05 – 2021-06)

• Reviewed and audited sensitive safety incidents across global markets.
• Ensured accurate case classification based on internal safety policies and taxonomy.
• Consistently met SLA, productivity, and quality targets in a remote environment.
• Improved audit agreement through detailed analysis and constructive feedback.
• Provided recommendations to improve processes and compliance standards.
• Collaborated with global teams and stakeholders on complex safety and compliance matters.
• Supported strategic projects including Serious IPC, DACT compliance, and customer deactivation reviews.
• Achieved top audit agreement scores across the site and maintained high accuracy.
• Received Auditor Spotlight Awards (Gold & Bronze).

Community Operations Specialist I – US Accidents LOB at Uber Centre of Excellence (2018-11 – 2019-05)

• Managed high-volume customer support cases for US customers through email and chat channels.
• Responded to customer inquiries and provided accurate, timely, and professional resolutions.
• Maintained strong written communication while handling multiple customer cases in a remote support environment.
• Consistently met and exceeded SLA, productivity, and quality targets.
• Recognized as Top Performer (Q1).
• Ensured compliance with updated policies, procedures, and workflows.

Station Agent / Customer Service Agent at Serco Dubai Metro (2015-01 – 2018-10)

• Provided face-to-face customer service and passenger assistance in a busy metro environment.
• Assisted passengers with inquiries, directions, ticketing, and other travel-related concerns.
• Resolved passenger complaints and concerns professionally and efficiently.
• Managed ticketing, cash handling, and account reconciliation accurately.
• Assisted passengers during emergency response and evacuation procedures.
• Monitored station operations to maintain passenger safety, security, and order.
• Communicated clearly with passengers from diverse backgrounds while maintaining a professional and customer-focused approach.
• Delivered high-quality service while working in a fast-paced and demanding transportation environment.

Office Clerk at Excelsure Marketing Corporation (2014-06 – 2014-09)

• Performed filing, data entry, documentation, and administrative tasks.
• Managed calls and customer inquiries.
• Maintained employee records and office databases.

Bachelor of Science in Office Management, Major in Office Administration – Partido State University (2014)