Maricor O.
Senior Customer Operations Specialist
Open to offersNew to PlatformAbout
Maricor O. is a seasoned Customer, Driver & Merchant Operations Specialist with over eight years of substantial experience at Grab Philippines. In her roles, she has managed various Lines of Business (LOB) including ride-hailing, food delivery, logistics, and financial services. Maricor excels in managing customer and driver sentiments, fraud investigations, resolving lost-and-found cases, and executing bulk data processing, demonstrated during her time as a Customer & Driver Operations Specialist. Her adeptness in back-office operations and multi-channel support through email, digital platforms, and outbound calling has been recognized frequently, making her a reliable professional known for high data accuracy and problem resolution. Previously serving as an E-Commerce Virtual Assistant at BrightPath Outsourcing, Maricor utilized tools like Zendesk and SupportVision for high-volume customer interactions. Her technical proficiency includes platforms like Google Workspace and CRM systems, further emphasizing her capability in handling complex operational tasks with precision and dedication. Maricor's educational background in Information Technology complements her operational excellence.
Experience
E-Commerce Virtual Assistant (Email Support)
BrightPath Outsourcing · 2026 — 2026Managed asynchronous email support through Zendesk, addressing a high volume of customer inquiries for Shopify e-commerce stores using SupportVision. Oversaw shipment tracking and order verification to provide customers with accurate updates. Processed refunds and coordinated replacement shipments for items that were lost, damaged, or contained missing parts.Customer & Driver Operations Specialist / Support Specialist
Grab Philippines · 2016 — 2026Handled comprehensive support operations, including back-office tasks, fraud investigations, and data management across GrabCar, GrabFood, GrabExpress, and GrabFinancial for both consumers and drivers.Support Specialist – Fraud Escalation
Grab Philippines · 2024 — 2025Performed detailed investigations into fraud cases affecting drivers, customers, and merchants. Ensured accurate and timely resolution of cases to clarify disputed activities and imposed penalties where necessary.Support Specialist – DaxSort / Driver Social Care Professional
Grab Philippines · 2022 — 2024Provided focused community support for drivers and riders across GrabCar, GrabFood, and GrabExpress, addressing inquiries related to incentives and account management. Ensured efficient handling of daily support tickets and escalated issues as needed. Created newsletters and performance reports to communicate driver sentiment and feedback to internal stakeholders.Support Specialist – Merchant Concerns
Grab Philippines · 2020 — 2022Coordinated with merchants to manage relationships and ensure operational alignment through proactive outbound communication.Support Specialist – Driver Concerns (Pandemic Fleet Optimization)
Grab Philippines · 2020 — 2020Led outbound campaigns aimed at encouraging 4-wheel drivers to temporarily shift to operating 2-wheel services, helping to sustain fleet activity during the pandemic.Support Specialist – Lost & Found Items
Grab Philippines · 2019 — 2020Facilitated the return of lost items to GrabCar passengers through direct communication via outbound calls, enhancing the customer experience.Financial Support Specialist – GrabFinancial
Grab Philippines · 2018 — 2019Addressed complex inquiries and complaints related to digital wallet transactions and financial services utilizing digital channels. Ensured the integrity of financial data by auditing and documenting transaction discrepancies in line with internal guidelines.
Skills & Expertise
Education
- Bachelor of Science in Information Technology (Undergraduate)916 R. Hidalgo St., Quiapo, Manila
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