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Work Background
OptumAssociate Tech Support Manager
Apr. 20241. Team Management: provides individual and team development, support operations, and builds capacity to achieve goals, standard operating procedures, common issues, and solutions across Core Operations in ITSS space. 2. Oversees day to day activities of Service Desk delivery which includes incident and service request management. 3. Monitors reports, service delivery metrics, and overall performance of Core Operations. 4. Reviews process, team activities, and roles and responsibilities with focus on continuous improvement. 5. Consistently discuss individual performance and development plans through 1:1 session and coaching. 6. Clearly communicates expectations and holds each member accountable for their performance objectives and in achieving goals. 7. Stay current on technology trends and automation.
OptumSr. Technology Support Analyst – Non-Voice Lead
Dec. 2022 - Apr. 20241. Acts as a Queue Manager responsible for both queue management and web portal ticket distribution. 2. Conducts root-cause analysis to determine analyst opportunities in FCR hit tickets and creates suggested action plans based on the results. 3. Facilitates team meetings and 1:1 coaching session with analysts when the team’s supervisor is out on leave. 4. Partners with QA in conducting refreshers for common QA misses. 5. Creates refresher quizzes based on analyst needs. 6. Reviews and updates, when necessary, the Policies and Procedures of the Non-Voice Channel. 7. Trains new and existing analysts on Non-Voice policies and procedures. 8. Assists with analysts’ needs. 9. Works on tickets endorsed to the Customer Recovery Team, or those that are tagged as Priority 3, Ageing, Reopened, or Abandoned tickets.
OptumBack-up Trainer
Jun. 2021 - Nov. 20221. Facilitated the training of both New Hire Full Time and Contractor employees, as well as upskilling and refresher courses. 2. Assisted with the transition of trainees to Operations and acted as Subject Matter Expert (SME). 3. Developed a material for Communications Training using the methods of Training Needs Analysis and trained identified analysts using said material. 4. Conducted a pre and post validation of analyst scores.
OptumTechnology Support Analyst - Web Portal Core
Mar. 2020 - Nov. 20221. Worked on varied IT-related issues submitted as tickets through the self-service queue, ensuring tickets do not go beyond the 4-hour SLA. 2. Responsible for NPS (Net Promoter Score) scrubbing of the Web Portal team for 2 months (May-June 2022), checking on coaching opportunities and areas for improvement. 3. Contributed to the success of the team by maintaining a good scorecard and having a year-end MAP score of 5. 4. Facilitated engagement activities for the Web Portal team.
OptumTechnology Support Analyst - Voice Support
Jul. 2018 - Mar. 20201. Helped in the resolution of varied employee issues through inbound calls. 2. Submitted recommendations on process improvement.
ConvergysAssociate Trainer
Feb. 2015 - Jul. 20181. Responsible for the facilitation of New Hire Employee training and Upskilling/Refresher courses. 2. Acted as Subject Matter Expert (SME) in the trainees’ transition to Operations. 3. Became part of the Tiger Team in the revamping of the New Hire Curriculum, which later was used as the basis for the New Hire Curriculum 2.0. 4. Conducted final exam and interview for applicants endorsed by Talent Acquisition. 5. Worked together with both Operations Team and QA in evaluating employee QA scores through calibration sessions.
ConvergysFloor Support
Nov. 2014 - Feb. 20151. Handled the transition of trainees endorsed to production, assisting them with issue resolution and other new-hire needs. 2. Acted as Subject Matter Expert (SME).
ConvergysCustomer Associate Executive – Chat Support
Jan. 2011 - Nov. 20141. Resolved technical issues from residential callers of an Internet, Telephone, and Cable TV Service Provider. 2. Answered customer inquiries and billing-related questions.
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