Michelle Bajao
Dubai
Summary
A results-driven Operations Data Analyst with a proven track record in optimizing processes, improving operational efficiency, and generating valuable data-driven insights to facilitate strategic decision-making. Currently working as a Rider Operations Analyst - Performance and Planning in the Rider Operations team at Deliveroo, UAE.
Overview
9
9
years of professional experience
Work History
Performance and Planning Associate
Deliveroo
08.2017 - Current
- Develop UAE and Qatar rider scheduling strategies that balance rider availability, demand fluctuations, and delivery efficiency.
- Collaborate with cross-functional teams such as sales, and marketing to gather insights and information to refine forecasts.
- Analyze historical data and market trends to develop accurate demand forecasts.
- Identify areas of operational inefficiency and implement strategies to improve resource allocation, reduce costs, and increase overall efficiency.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Collaborate with cross-functional teams to ensure seamless execution of operational initiatives.
Customer Service Representative
Deliveroo
06.2016 - 08.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Transportation Supervisor
On Call Limousine
06.2015 - 04.2016
- Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations.
- Verified that drivers completed required safety training and attended quarterly driver safety meetings.
- Planned and established transportation routes, work schedules and operator assignments.
- Demonstrated tasks to new hires and assigned to experienced workers for further training.
- Monitored and maintained on-time delivery, reliability, service and performance.
Reservations / Airport Representative
On Call Limousine
03.2014 - 06.2015
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Education
Bachelor of Arts - International Studies
Xavier University Ateneo De Cagayan
Cagayan De Oro City Philippines03.2013
Skills
- Operational Planning
- Strategic Planning
- Logistics Management
- Stakeholder Management
- Process Efficiency
- Daily Dashboards
- Manage Schedules
- Business development and planning
Timeline
Performance and Planning Associate
Deliveroo
08.2017 - Current
Customer Service Representative
Deliveroo
06.2016 - 08.2017
Transportation Supervisor
On Call Limousine
06.2015 - 04.2016
Reservations / Airport Representative
On Call Limousine
03.2014 - 06.2015
Bachelor of Arts - International Studies
Xavier University Ateneo De Cagayan
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