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Work Background
Skip ForceOperations Manager
Jan. 2022Austin, Texas, United States
Skip ForceCustomer Success Manager
Feb. 2021 - Jan. 2022
Rocket StationVirtual Assistant
Jun. 2020 - Sep. 2021Philippines
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
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
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
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.
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
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
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
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
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)
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