aileen macariola

  • Chicago IL

Community Support Representative


Advocates for Uber's partners, responds to their requests, 'listens' to their pain points,  acknowledges them,  quells their fears, guides them along their journey

Work experience

Work experience

Dec 2012 - Present

Customer Service

Facilitated MEDICAID phone applications for the Michigan Department of Community Health
Verified status of applications and initial eligibility; Processes change requests Educates clients on Michigan's MEDICAID application process and eligibility requirements
Responded to general inquiries related to MDCH's public assistance programs
Provided external referrals when applicable (e.g. MI Enrolls, Health Beneficiary Helpline, Medicare, IRS, DHS, etc.)


2012 - Present

Project Lead

Depaul University

Brazil IT Clusters Context for Firm Strategy and Rivalry 

Apr 2008 - Apr 2012

Reservations Agent

Active Network
Reservations Agent Verified campsite availability and offered best possible camping alternatives to customers Informed customers of cost-saving opportunities(e.g. park passes, senior, cheaper camping alternatives) Updated customers of upcoming sales events for highly sought-after campgrounds(e.g. Yosemite National Park campgrounds)
2011 - 2012

Toy Rental Service Active Network

Toy Rental Service Active Network
Multichannel Telematics Application. Prototyping and Implementation.). Inquiry Methods and Use Analysis. 2012). Interaction Design and Information Architecture. INTERNATIONAL EXPERIENCE Experiential Coursework: Brazil Study Abroad Program 2012-Salvador da Bahia, Rio de Janeiro, Brazil Topics in Global Information Technology: IT in Emerging Countries: The Case of Brazil URL:
Dec 2007 - May 2009

Technical Support

Educate Online(Sylvan Learning)
Technical Support Resolved learning management software(LMS) issues, basic PC issues and Internet connectivity Assisted customers with LMS Installation and Internet connection setup Processed trouble tickets during downtime Assisted with student enrollment, schedule change and cancellations
Jan 2007 - Aug 2007

Technical Support

Time Warner Cable
Technical Support Resolved technical issues related to Internet connectivity, phone and cable TV issues Responded to and resolved non-technical inquiries Responded to first level technical issues and triaged transfers and escalations
Aug 2005 - May 2006


Global Outsource Partners, Philippines
Trainer Participated in the grassroots planning, launch and management of the call center Organized the management core team Participated in client/partner acquisitions and employee supervision Facilitated new hire training and pre-hire orientation Provided basic call center skills, accent neutralization and communication skills training Provided product and update training Conducted mock calls
Aug 2004 - Mar 2005


ClientLogic, Philippines
Product Specific Trainer Facilitated new hire training and pre-hire orientation Provided client-specific skills training and transitioned new hires to production Provided basic call center skills, accent neutralization and communication skills training Provided update training Conducted mock calls and remediation classes
Jun 2003 - Aug 2004

Technical Support

PeopleSupport, Philippines
Technical Support Provided email and phone support for dial-up, broadband Internet and home network connection issues Responded to billing, post-sales and general inquiries and processed cancellations
Apr 1995 - Aug 1998


CAL Computer School, Philippines
Course Lecturer Taught basic computer literacy skills at the adult, high school and preschool levels Developed learning/teaching materials Met enrollment goals Participated in the company's startup and pioneering activities, including setup and launch of the learning centers CUSTOMER SERVICE EXPERIENCE




DePaul University


New York Institute of Technology