Open to opportunities

Stephanie Bolo

@stephaniebolo

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Experienced Customer Service professional with 7+ years in tech.

Philippines

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What I'm looking for

I am looking for a role that values collaboration, innovation, and customer satisfaction.

I am a dedicated Customer Service professional with over 7 years of experience in the tech industry. My journey has equipped me with a robust skill set in resolving account issues, managing high-volume caseloads, and collaborating effectively with teams to deliver optimal solutions. At Coinbase, I served as a Customer Support Agent II, where I became a subject matter expert and an escalation resource, assisting frontline agents with live support requests across various channels.

Throughout my career, I have consistently exceeded performance metrics, achieving a weekly average resolution rate of 62% and a first contact resolution rate of over 58%. My proactive approach led to significant improvements in onboarding processes for international users, enhancing customer communication and self-service accuracy. I take pride in my ability to streamline operations and contribute to team success, as demonstrated by my recognition as an Above and Beyond Recipient at Coinbase.

My experience extends beyond customer service; I have also worked as a Safety Investigations Specialist at Uber, where I maintained a 90% customer satisfaction rate through proactive issue resolution. My background in research with the Philippine Army has further honed my analytical skills, enabling me to present insights and suggestions effectively. I am passionate about leveraging my expertise to drive customer satisfaction and operational excellence in my next role.

Experience

Work history, roles, and key accomplishments

Customer Support Agent II

Coinbase

Nov 2024 - Apr 2025 (5 months)

Assisted frontline agents with live inbound support requests from chat, social, phone, and email. Improved onboarding for foreign AU users by formalizing an undocumented process which reduced internal escalations and improved customer communication and self-service accuracy. Streamlined onboarding/offboarding for German users by coordinating with global teams to resolve waitlisting and KYC issues,

Salesforce Confluence Customer Support Escalation Management KYC AML

Customer Service Agent

Coinbase

Apr 2022 - Oct 2024 (2 years 6 months)

Provided continuous customer service, handling various inquiries and issues for users. Collaborated with teams to ensure optimal solutions and maintain high service standards. Managed high-volume caseloads efficiently.

Customer Service Account Management Communication Problem Solving Team Collaboration

Safety Analyst

Easy Payroll Global

Aug 2021 - Mar 2022 (7 months)

Managed case loads up to completion, exceeding the 35% resolution baseline on email. Investigated and resolved product issues for high net worth individuals, assisting with account security enhancements and recovery. Ensured compliance with KYC/AML regulations by guiding customers through verification and assisting with other policy-related issues such as sanctions, unsupported regions and assets,

KYC AML Account Security Verification Compliance Email Support

Safety Investigations Specialist

Uber

Nov 2018 - Apr 2021 (2 years 5 months)

Supported users from Australia and New Zealand in over 50 contacts a day reporting minor to urgent safety concerns through email and social media. Created summary reports on 500+ JIRA cases, presenting insights and suggestions to stakeholders. Maintained a 90% customer satisfaction rate over two years through proactive issue resolution.

Jira Social Media Support Customer Satisfaction Reporting Email Support

Researcher

Philippine Army

Jun 2015 - Oct 2018 (3 years 4 months)

Conducted in-depth research and analysis through interviews, public statements, and internal reports. Facilitated brainstorming sessions with military officials and researchers to refine messaging. Drafted over 2,500 speeches for military officers and civilian personnel for official events.

Research Analysis Interviewing Public Speaking Communication Transcription Data Collection

Education

Degrees, certifications, and relevant coursework

St. Theresa's College

Bachelor of Science, Business Administration

Completed a Bachelor of Science in Business Administration. Focused on core business principles including management, finance, and marketing, preparing for diverse professional roles.

Civil Service Commission

Professional Eligibility, Civil Service

Attained Career Service Professional Eligibility, demonstrating qualifications for professional positions within the Philippine civil service. Passed comprehensive examinations covering various government functions and regulations.

IELTS

C1 English Proficiency, English Language

Grade: C1

Achieved C1 level proficiency in the International English Language Testing System (IELTS). Demonstrated advanced English language skills for academic and professional environments.

Lean Six Sigma Certification

Yellow Belt Certification, Process Improvement

Anticipated Lean Six Sigma Yellow Belt certification in 2025. Gaining foundational knowledge in process improvement methodologies and quality management principles.