2015
Bachelor of Science in Information Technology Service Management
University of Makati
About me
I have been working in the Business Process Outsourcing industry for 6 years and 9 months, and I am an out-of-the-box thinker, goal-oriented, and focused on continual growth and development.
I am enthusiastic about my occupation. My primary objective is to make sure the client is content with the outcome. I am committed to providing the best service possible. I enjoy this kind of work, and I am open to taking on short or long-term projects and am quite pliable. Microsoft Excel is a widely used program in the corporate environment and I am here to ensure you make the most of it. Also, my services include: prospecting for quality leads, sending connections and messages, engaging with your target customers, optimizing profiles, creating content, participating in industry conversations, and interacting with prospects. I would relish the opportunity to utilize my experience to assist you!
My Skills and Competencies
Social Media Management
Data Entry
Email Management
General Virtual Assistant
Certificates
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My Experience and Education
2021
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2022
Telus International Philippines
(Technical Support Representative | Chat and Email Support)
* Supporting U.S. and Canadian Region.
* Handling Yahoo email and accounts concerns through email and chat.
* Responsible for troubleshooting login issues and email feature inquiries.
* Experienced in doing remote access with members (Yahoo customers).
2017
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2021
Sykes Asia Inc.
(Ethernet Provisioner | Team Lead)
* Assigned in Ethernet Provisioning (Type 2 and Type 4).
* Supporting US region.
* Design and assign for ethernet circuit (Via Verizon’s system/tools).
* Responsible for completing the Ethernet orders.
* In charge of validating, creating, and sending ASR (Access Service Requests) to telecom partners.
* Managing a bucket of ethernet orders (average workload around 150 orders).
* Accountable for updating ethernet circuit orders via the Provisioning Controller tool.
* Communicates with end-users and the Order Management team for Customer-related concerns.
* Dealing with third-party telcos or LEC (Local Exchange Carrier) for ASR and LEC circuit issues (including attending weekly calls).
* In contact with Verizon production support for Ethernet and ASR handling inquiries.
* Handles escalation coming from counterparts (Order management or Onshore support)
Duties and Responsibilities (Promoted Team Leader from February 2019 – April 2021):
* Handling a team with three LOBs (Provisioner, Proactive Delivery Manager, and Test and Install).
* Weekly coaching for each agent and daily huddle for the team.
* Responsible for attending daily huddles/meetings.
* One of the POC for AT&T and also attending the weekly AT&T call.
* In charge of the overall team order bucket.
* Responsible for escalations.
* Handling the individual metrics of agents as well as the team’s overall metrics.
* Creating and managing files needed by the team for order management.
* Daily order scrubbing for each bucket, per agent.
2016
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2016
Sitel Philippines Corp.
(Customer Service Representative / Email Support)
* Resolve customers’ issue and request through email and outbound calls. Supporting US region
* Responsible for issuing credit, returns, and reships for items or products. In charge of calling the customer for certain issues
* In charge of handling requests for packing slips, invoice copies band tracking order status.
* Provides product or service information under Staples Business Advantage
* Experience in using a DOS-based system.
* Follows customer’s contact agreement.
* Experience supporting US regions.
2015
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2016
Telus International Philippines
(Email support / Driver Activations / T2 (Cross Support))
* Interact with customers (drivers and riders) to provide and process information in response to inquiries, concerns, and requests about products and services.
* Responsible for resolving issues and concerns through email specifically Minor Verbal Altercations, Urgent lost items, Cleaning Fees, Wrong Driver, Wrong Vehicle, Street hails, and large fare adjustments.
* Redirect issues to appropriate resources.
* Experience in supporting US and Canadian regions.
* Experience in handling Tier 1/Tier 2 issues.
* Demonstrated proficiency in typing and grammar.
* Responsible for outreach/outbound calls in particular issues and situations
* Follow standard processes and procedures.
2014
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2014
The Expressions Company
(Systems Application and Product Department ( Web Developer Intern))
* Responsible for developing an Internal Website for the employees’ daily productivity reports.
* Managed the security of login credentials.
* Web designing and Database management.
* Experienced in using PHP, HTML, CSS, JavaScript, and JQuery for the website structure and MySQL in managing the database.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry
Carrying out administrative tasks that include documenting, and other activities.