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Work Background
Five9Salesforce Administrator II
Apr. 2023Manage, enhance and maintain Five9’s Salesforce org.
Techromatic Inc.Salesforce System Administrator
Feb. 2022 - Mar. 2023
CognizantSalesforce Subject Matter Expert
Oct. 2021 - Feb. 2022National Capital Region, Philippines
CognizantSalesforce Support Engineer
Sep. 2019 - Dec. 2021
CognizantSalesforce Cloud Service Consultant
Sep. 2017 - Dec. 2021Ortigas Center, Pasig City Philippines
CognizantSenior Process Executive
Sep. 2017 - Dec. 2021Pasig City, Philippines
Stefanini PhilippinesIT Service Desk
May. 2016 - Jun. 2017 Provides assistance to company's (Infineum) employees via phone/email/wesubmits/chat such as: Accounts/login creation/modification/unlock/deletion Outlook/email concerns/issues Onboarding of new employees Installation of requested applications Sending of outage communication Application/software issues (company's provided)
Convergys Intelligent ContactSales and Customer Service Representative
Sep. 2013 - Jul. 2014 Provides technical and customer support to Microsoft Skype users via chat Handles billing and general related concerns Log tickets for every received chats
SitelSales and Technical Support Representative (HP)
Apr. 2013 - May. 2016 Provides technical support to HP consumers located in North America with their laptop’s and printer’s software/hardware related issues via phone Provides answer to general inquiries about HP products Upsell laptop’s and printer’s warranty extension Upsell printer’s toner and ink cartridges Upsell brand new and reconditioned printers Upsell other HP services and subscriptions Process product replacement and repair Log tickets for every received calls
SitelQuality Assurance Specialist
Sep. 2012 - Jun. 2013 Monitor and listen to calls of assigned agents and provide immediate feedback Maintain the quality of service provided to Microsoft consumers Relay and explain latest processes and technical information to the agents Generate a weekly and monthly report for each agents assigned Provides analysis base on agents scores (QMS and QOS) Generates reports for top call drivers Generates reports for the new issues Investigate possible fraudulent activities within the call of each agents assigned Deliver a weekly and monthly calibration with the Agents, Coaches and Managers
SitelMicrosoft Support Engineer
Apr. 2011 - Sep. 2012Support Microsoft end-users with their technical issue with their windows operaring system running computer. Provide a high class assistance and troubleshoot problems with the operating system.
Pacific Hub CorporationTechincal Support Representative
Sep. 2009 - Mar. 2011
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