Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Operations Manager
Skip ForceOperations Manager
Jan. 2022Austin, Texas, United States
Customer Success Manager
Skip ForceCustomer Success Manager
Feb. 2021 - Jan. 2022
Virtual Assistant
Rocket StationVirtual Assistant
Jun. 2020 - Sep. 2021Philippines
Noble SME
FujitsuNoble SME
Jan. 2019 - Feb. 2020Taguig, National Capital Region, Philippines- Trained and accredited by Noble Systems and SME for Manila site - Responsible in assisting with configuration of new phone system migration for Service Desk - Mainly responsible in campaign creation, IVR Configuration for Standard and Complex IVR Scripts through Maestro IVR
Quality Assurance Analyst
Fujitsu GlobalQuality Assurance Analyst
Jan. 2017 - Feb. 2020Taguig, National Capital Region, PhilippinesQuality Analyst December 2017 - Present ● Works under Delivery Assurance ­ Performs call quality monitoring and ticket quality monitoring for identified Service Desk teams to ensure compliance in terms of security and operational processes. ­ Works closely with the Oceania Learning and development team on Service Desk Quality Calibrations and process improvements and User Acceptance Training. ­ Ensure that all quality reports are created as per requirements and timeframes specified in the Service Desk Quality Checklist ­ Works closely with relevant Service Desk Team Leads and Service Desk Managers on quality process implementation and customer satisfaction analysis and improvements. ­ Responsible for cross-skilling accounts within the field services department ­ Conducts User Acceptance Testing with the Learning and Development team in evaluating new hires before they are endorsed to operation ­ Creates/updates relevant process documentation both for QA and Field Services ­ Responsible for creating weekly newsletter and QA Awareness email blasts to the agents for urgent process updates
Service Desk Agent
FujitsuService Desk Agent
Jan. 2017 - Nov. 2017Taguig, National Capital Region, Philippines● Worked under ITIL (Incident Management) -Serves as first point of contact for technical issues and process related questions for client’s computer applications, and hardware issue (incidents and service requests) via Phone and website submitted -Provides end-to-end incident management for all software related issues and concerns and ● Determining potential impact and priority related to incidents - Handles follow up tasks on incidents/requests when not handling calls - Handles New Hire Miscellaneous Account/Hardware requests - Handles call from BAU and Password queue for continuation of troubleshooting and assessing of escalation of calls to Tier 2 as applicable -Handles follow-up calls for pending incidents/tasks when assigned SDA is not available
Branch Technology Support
J.P. MorganBranch Technology Support
Oct. 2015 - Jul. 2016Taguig, National Capital Region, Philippines● First line of contact for process and technical related issues relate to software/hardware used in the bank (Teller Software, Computer, Hardware etc) ● Provides initial support for incident management through phone and remote access support.
Programmer Analyst
cognizantProgrammer Analyst
Dec. 2014 - Oct. 2015Taguig, National Capital Region, Philippines -Serves as first point of contact for technical issues and process related questions for client’s computer applications, and hardware issue (incidents and service requests) via Phone and email -Provides end-to-end incident management for all software related issues and concerns and -Determining potential impact and priority related to trouble tickets. • Handles follow up tasks on incidents/requests when not handling calls/emails • Handles New Hire Miscellaneous Account/Hardware request
Senior Tech Associate
BA Continuum Philippines Inc.Senior Tech Associate
Nov. 2010 - Sep. 2014Taguig, National Capital Region, Philippines• Worked under ITIL (Incident Management) -Provides first level support for technical issues and process related questions for bank applications related to servicing and fulfillment via Phone, Email and Chat -Provides end-to-end incident management for all software related issues and concerns and determining potential impact and priority • Created and designed SharePoint Sites for different teams as part of Employee Satisfaction Team • ITIL V3 Certified
Level 2 Advance Support Group
TeletechLevel 2 Advance Support Group
Jan. 2009 - Oct. 2009Lipa, Calabarzon, PhilippinesTechnical Escalation lead between the contact center and Client Handles Technical Escalations for both Hardware and Software related issues Acts as a 2nd level resource to the Front Line Agent population Mentor/Advisor Enable the front line agents to help themselves and find solutions on their own Provide feedback and coaching to the agent regarding Technical/ Process related issues Up-train Agents regarding new updates and technical troubleshooting
Level 1 Technical Support
Teletech PLevel 1 Technical Support
Sep. 2008 - Jan. 2009Lipa, Calabarzon, PhilippinesProvides Technical support for Desktop Computers (both for Hardware and Software issues) Provides basic support for pre-installed software
Level 2 Technical Support
Advanced Contact Solutions, Inc.Level 2 Technical Support
Oct. 2007 - Aug. 2008Lipa, Calabarzon, PhilippinesHandles calls for internet connectivity issues and account related (Email, Order Status) issues of the customer. Provides basic support for ISP-Provided Software (Internet Security Suite, Browser, Email Account Setup, First time setup)

Requests

Touchpoint image
2
Looking for a Job
Virtual Assistant, Process Developer
Touchpoint image
5
Looking for a Job
Remote Data Entry, Virtual & Executive Assistant
Intch is a Professional Networking App for the Future of Work
300k+ people
130+ countries
AI matching
See more people like Krystel on Intch
Startup Founder
248622 people
19
Executive Services and Business Development specialist @ Savvydesk PH business support services
31
Information Security Consultant
17
Admin & Support Specialist @ Miller's Consulting Services
Startup FounderFounder
93164 people
19
Executive Services and Business Development specialist @ Savvydesk PH business support services
31
Information Security Consultant
18
Founder @ Kochimoto Group