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Jericho Ortega

@jerichoortega

Risk & Compliance Specialist II at Uber Philippines, responding to account takeover and fraud concerns and recommending process improvements.

Philippines

Message

At Uber Philippines Centre of Excellence LLC, I respond to account takeover and fraud-related concerns through chat and messaging. I also make recommendations for process improvements and participate in training support, shadowing sessions, and projects.

Earlier at Uber, I worked as a Risk & Compliance Specialist I and Service Team Lead I through Launchpad. Before that, I moderated content at TASKUS CHATEAU RIDICULOUS and provided tiered customer and technical support at TELETECH and SITEL PHILIPPINES CORPORATION.

Experience

Work history, roles, and key accomplishments

Current

Risk & Compliance Specialist II

Current

Uber Philippines Centre of Excellence LLC

Feb 2024 - Present (2 years 8 months)

Respond to account takeover and fraud-related concerns via chat and messaging. Provide suggestions for process improvements and accommodate ad hoc requests such as training support and project participation.

Fraud Analysis Account Takeover Customer Support Process Improvement Training Project Coordination

Risk & Compliance Specialist I

Uber Philippines Centre of Excellence LLC

Apr 2023 - Jan 2024 (9 months)

Troubleshoot and provide solutions for drivers with account takeover and fraud-related concerns via email and chat. Ensure required KPIs are met and drivers receive excellent customer service.

Fraud Analysis Account Takeover Customer Service KPI Management Email Support Live Chat

Teammate/Content Moderator

TaskUs Chateau Ridiculous

Nov 2020 - Apr 2023 (2 years 5 months)

Moderated, reviewed, and analyzed content for a major social media platform. Ensured users and content comply with community guidelines and policies.

Content Moderation Policy Compliance Social Media Review Analysis

Tier 2 Specialist

Teletech

May 2019 - Oct 2020 (1 year 5 months)

Assisted clients via chat support, providing good customer service. Provided phone and email support, technical support for website and app issues, and ensured team deadlines and KPIs were met.

Customer Service Live Chat Phone Support Email Support Technical Support KPI Management

Tier 3 Tech Support

Sitel Philippines Corporation

Sep 2018 - Apr 2019 (7 months)

Assisted clients via phone or email by offering solutions to their problems. Provided technical support for in-game and technical issues for a major gaming company, maintaining customer relationships.

Technical Support Customer Service Troubleshooting Phone Support Email Support Gaming Industry

Service Team Lead I

Uber

Managed employee performance and implemented actions to ensure metrics are met or exceeded. Led and coached employees for development, collaborated with stakeholders, and drove accountability through data-driven decisions.

Team Leadership Performance Management Coaching Stakeholder Management Data Analysis Accountability