Jean Raphael Carrillo Email & Phone Number

Taguig, National Capital Region, Philippines

a.) Ensured profitability of the PH pickup business vertical and met the target performance of other metrics .b.) Collaborated with the account management team to ensure high restaurant participation on PickUp.c.) Monitored and optimized operational metrics for pickup business, including fail rates and fulfillment rates.d.) Collaborated with product teams to implement customer-centric features for an improved customer journeye.) Tracked and optimized the performance of the pickup business at the zone/city level, focusing on new users, churned users, and retained users, and implemented strategies for growth.

a.) Strategized and optimized expansion plans to drive efficient and effective growth, exceeding targets.b.) Fostered strategic partnerships through collaborative joint business plans, expanding the partner network.c.) Proactively identified opportunities to enhance Commercial and Expansion processes, driving revenue growth for Concepts.d.) Demonstrated ownership and successfully executed ad-hoc projects, showcasing adaptability and initiative.

a.) Provide analytics support for management to gain insight and drive business planning based on data and statistical methodsb.) Work closely with sales directors to improve analytical toolsc.) Actively drive project status reporting, issue identification, and risk management

Ncr - National Capital Region, Philippines

a.) Spearheaded the creation and maintenance of multiple performance dashboards for the (Sales and Operations team)b.) Leading several metric improvement initiatives for the PH team which is now being implemented in other regions (NPS improvement, Sales process efficiencies, leads generation best practices)

In the interim, Leading a team of talented Project Managers that are tasked to strategize, plan & execute projects for the Uber PH Clark- Centre of Excellence.

Manila

 Responsible for the overall project management in building the newest Uber Center of Excellence in Clark Pampanga. (500 HC facility housing the newest lines of businesses from Uber Ops) Responsible for analyzing, interpreting, presenting and crafting suggested improvement plan for the APAC COE employee sentiments scores to the APAC COE Leadership team. Assigned to be the overall implementation manager of regional/global programs for the MNL COE.

Manila

• Responsible for customer experience management of Southeast and North Asia riders and the operations of the Social media response teams.• Designed the project plans and led the implementation of several support cost reduction projects across 11 countries which brought $1M worth of savings per month• Designed the project plans and led several support efficiency projects across 11 countries which increased agent productivity by 175% • Designed the project plans and led the implementation of the first personalized social media support for Uber which aims to make our virtual support more human but still maintain a reasonable cost and efficiency on resolution• Responsible of ensuring that South east and North Asia support tools and processes are compliant with GDPR standards (General Data Protection Regulation).

Manila

♣ Led a project for Philippine Operations to lower the average wait time of partners in the Uber Greenlight Hub - Manila from 75 mins to 15 mins. ♣ Led the campaign to increase the customer satisfaction scores for the PH rider issue types. The project was activated last Feb 2017 and successfully raised the satisfactions scores to 95% on several issue types by May 2017. ♣ Designed the project plan and led the implementation of extending PH Driver Phone support to 24/7 operating status♣ Designed the project plan and led the implementation of Uber driver-leaders chat support channel in order support the emerging driver groups partnered with Uber.♣ Designed a more efficient process to address the top support inflow for the PH market that allowed the company to save on support cost by $50k per month.♣ Represented Uber PH support on meetings with driver communities.♣ Part of the Critical Ops team entrusted to handle the most sensitive/critical support concerns.

Manila, Philippines

Managed the Philippines phone support team and ensured that the team hits its target metrics in both quality (survey scores and feedback) and quantity (tickets closed).

Philippines

❖ Handled the highest volume account in the Petron Mindanao Lube & Grease Sales territory (Davao Region), generating more than 30 million pesos in revenue per month.❖ Demonstrated capability for additional responsibility by managing two high-growth areas in South Mindanao (SOCKSARGEN and Zamboanga City with the islands of Sulu, Tawi-Tawi and Basilan) generating more than 25 million pesos in revenue per month.❖ Exceeded team sales goals by 10% on average per month by pursuing leads and expanding the prospect list.