Maco Bermejo Email & Phone Number

-Oversaw entirety of automation for 10+ clients by upkeeping categorization of customer questions and chatbot response quality-Worked with clients such as Minecraft to implement a new automated customer support process through analysis of question data and collaboration with community members-Analyzed metrics on a weekly basis to improve and maintain a 35-40% resolution rate for customer questions being solved through chatbots-Collaborated with QA to develop a transcript review process for accuracy of community-submitted answers and quality of community expert interactions with customers-Organized meetings with account managers to brainstorm new categories of questions to improve their network’s resolution rate

-Reviewed questions from Directly’s end-users and assisted in the categorization of these questions and topics-Performed quality review of crowdsourced work and automation transcripts-Utilized data-mining methods in order to identify opportunities for improvement in our chatbot knowledge-base-Tested AI software and provide feedback to Product team-Assisted in operational management of onboarding, coaching and providing customer support to chatbot trainer crowd members

Berkeley, California

-Set up and broke down 200+ events according to client specifications in a timely and efficient manner-Provided customer service to both Berkeley-affiliated and non-Berkeley affiliated event organizers and offered them services such as AV help-Worked with venues located off campus and their staff to ensure consistent service across all spaces and programming

-Directed a board of 13 members, supervised the coordination of 20+ community events through direct organizing support; increased yearly general member participation by 17%-Collaborated with other Pilipinx organizations to further outreach of our programs, to foster the growth of community members and to support them in navigating their Pilipinx identity

-Organized social events to promote friendly relationships between the PAA board, its interns, as well as general community members-Planned logistics for an event with 100+ participants, coordinated trave,, oversaw planning committees and collaborated with other board members to fundraise and publicize the event

-Cleaned Excel data entry sheets and created accessible visual data reports on 5000+ donations and donors for ABS-CBN Foundation International-Assessed box office data of several TFC movies and evaluated statistics such as revenue based on location to gauge the success of each movie-Restructured the process of hardware and software assessment between multiple departments by implementing Microsoft Flow in order to maximize efficiency and speed up response time