Brief Introduction

Seeking a challenging role in Service Desk operations where I can leverage my expertise in technical support, team leadership, and quality assurance. Committed to delivering exceptional service, optimizing processes, and contributing to the success of the organization.

Skillset

• 9 years of relevant experience
• Call Monitoring
• Liaising
• Advisory Support
• Prioritising
• Service Desk
• Training Materials
• End Users
• Daily Operations
• Managerial Skills > Team Management
• Customer Escalations
• Service Level
• HP Hardware

Work Experience

Quality Analyst

May 2021 - Sep 2024



• Monitor calls/cases to evaluate domain knowledge accuracy and communication ability. Provide regular performance feedback and coaching, addressing outliers on a one-to-one basis and reporting feedback to Team Leader/Manager. Coach agents and outliers on the floor regarding domain knowledge and communication skills. Generate daily, weekly, and monthly reports for internal purposes. Ensure internal monitoring aligns with external scores provided by clients for the site. Provide weekly Quality Assurance (QA) feedback to supervisors to assist in analyzing team trends. Calibrate cases internally with the team to minimize rating discrepancies. Conduct regular huddles with various teams/training batches to share client expectations and observed trends. Analyze performance data for the team, develop improvement plans, and execute them, especially for the bottom quartile. Coordinate with customer counterparts for any Knowledge Transfer (KT) sessions. Conduct Root Cause Analysis (RCA) on Fatal Errors and provide input for further training needs. Propose Quality Improvement Plans. Conduct refresher training on processes, ticket documentation mandates, customer handling, and communication skills. Ensure technical skills are updated for new support services. Assist in updating the Knowledge base. Reason for Leaving: For personal growth and greener pasture.

Service Desk Analyst

Nov 2019 - Apr 2021



• Manage, prioritize, and document incoming questions and support requests by phone, email, and chat. Resolve technical issues quickly and efficiently. Categorize and record reported queries, providing solutions where possible. Install and configure necessary software to meet end-user needs. Test and analyze IT system and software performance. Advise users on appropriate courses of action. Monitor issues from start to resolution. Provide essential online security advice and support. Prioritize and resolve IT concerns, escalating serious issues to relevant stakeholders. Monitor and report service desk tickets. Avoid service interruptions by performing system installations, updates, and maintenance procedures. Prepare training manuals and FAQ materials for easy-access end-user guidance.

Team Leader Trainee

Apr 2017 - Jan 2019



• Handle day-to-day operations efficiently. Ensure proper processes are followed and offer regular instructions to agents on how to improve their performance. Manage a team of associates effectively. Conduct regular coaching and training sessions to motivate associates and implement reporting mechanisms for career development. Monitor and assess customer calls for quality assurance, both recorded and live. Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training. Independently handle and assist customer escalations to determine problems and provide resolutions for any customer care issues or service problems, coordinating escalations and assessing customer needs. Collaborate with support functions such as QA and Escalation Manager to drive improvements for the team. Handle admin-related tasks such as payroll and reports. Possess knowledge about service level agreements for the account. Provide nesting support for new agents. Reason for Leaving: For better opportunity.

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Education

• Degree: Bachelor's Degree

  Major: Duration: Jun 2008 - Mar 2012
  

Brief Introduction

Skillset

• 2 years of relevant experience
• Customer Service
• Ecommerce
• Phone Support
• Email Support
• Chat Support

Work Experience

Customer Service Representative

Aug 2022 - Sep 2024



• Client: EMEA, Google Store (eCommerce) Assisted customers with placing orders and resolving delivery issues. Provided basic troubleshooting for non-functional phones and minor technical issues. Handled 10-15 customer calls/day, 3-5 chat support sessions/day, and 15-20 email inquiries/day. Utilized company website, Google tools, and Chromebooks for support tasks. Reason for Leaving: The account was recently moved to another site that is quite far from her location.

Customer Service Representative

Jun 2021 - Sep 2021



• Client: E-commerce (eBay) Assisted customers with placing orders and addressing inquiries and complaints. Managed 20-25 customer calls/day with an average handle time (AHT) of 30 minutes. Utilized Microsoft Office and the eBay website for support tasks. Reason for Leaving: Relocated back to Manila.

Education

Brief Introduction

Dedicated IT professional with over four years of experience in customer support, technical troubleshooting, and desktop support. Proven ability to manage and resolve complex technical issues, enhance user experience, and improve operational efficiency. Seeking a challenging position to leverage my expertise in IT support and advance my career with opportunities for growth and higher compensation.

Skillset

• 4 years of relevant experience
• End Users
• VPN
• Microsoft Office 365
• Remote Desktop
• Citrix Winframe
• VMware
• Internet Access
• Software Installation
• Answering The Phones
• Service Desk
• Laptops
• Microsoft SharePoint
• English
• Multi-tasking
• Problem Solving
• Time Management
• Microsoft Office

Work Experience

Remote Desktop Support L2

Dec 2022 - May 2024



• Provide Level 2 support for end users to fix issues related to laptops, desktops, Citrix, VMWare, headsets and other peripherals, printers, internet connections, VPNs, Microsoft O365 applications, network drives, software installation and repairs, etc. Assisted end users with password resets. Performed basic troubleshooting for MS Office applications. Resolved issues related to slow internet, network, and other company applications. Managed mobile device enrollments. Registered users to MSA. Tools Used: Office 365, Active Directory, VMWare, Bomgar, Service Now, ITSM, Avaia, Citrix Reason for Leaving: Seeking a higher salary and additional benefits as current compensation is 24k.

Global Service Desk

Feb 2021 - Dec 2022



• Answer calls from end users and help them with their technical inquiries, password resets, account login issues to different applications and tools, and issues related to network connections, VPNs, laptops, desktops, company-provided mobile devices, printers, emails, SharePoint, network drives, Microsoft O365 applications, software requests, etc.

Billing Associate

Jun 2020 - Feb 2021



• Answer calls from customers inquiring about their device and appliance insurance, plan renewal and cancellation, refund and dispute requests, unknown charges, general inquiries, etc.

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Education

• Degree: Bachelor of Arts

  Major: Duration: Jun 2006 - Mar 2009
  

  Degree:

  Major: Duration: Jun 1999 - May 2001
  

Brief Introduction

Seeking a dynamic customer service role where I can leverage my excellent communication skills and passion for assisting others to ensure exceptional customer experiences. Eager to contribute my proficiency in handling inquiries, resolving issues, and providing timely support to contribute to the overall success of the team and organization.

Skillset

• 2 years of relevant experience
• Inbound
• Health Insurance
• Email Management
• Chat Support
• Google Workspace
• MS Office

Work Experience

Healthcare Representative

Sep 2023 - Feb 2024



• In charge of providing the benefits and eligibility of the members. Researching the availability of a generic medication. Assisting the member in organizing a medical appointment. Providing support to members in resolving claims and service complaints. Assisting a member in providing lists of participating pharmacies, facilities, and physicians. Reason for separation: seasonal account

Support Ambassador - Airbnb

May 2023 - Jul 2023



• Helping clients confirm the availability of the listing attending to inquiries or concerns that guests may have during their trip. Coordinating with the listing’s host if a guest's concern necessitates immediate help. Accurately compute the remaining balance of the guest and generate revenue for the host Reason for separation: seasonal account

Customer Service Representative - FedEx

Jan 2022 - Mar 2023



• Responsible for managing shipment tracking Organizing company owners' pick-up services Providing solutions for delayed or lost merchandise Maintain precise records of all shipments and submit daily reports. Reason for separation: better opportunity

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Education

• Degree: Bachelor of Arts

  Major: Duration: Jan 2019 - Oct 2023
  

Brief Introduction

Rowela has 11 years of work experience in Software Quality Assurance and Test Engineering, with a demonstrated history of work in information technology across various service industries. She is skilled in test automation tools such as JMeter, SAP Sales and Distribution using Work Soft Certify, Lean Agile Test Automation, GUI test automation, and test management. Rowela has solid quality engineering professional experience with a certification in HP UFT.

Skillset

• 11 years of relevant experience
• Test Automation
• Software Quality Assurance

Work Experience

IT Test Automation Senior Engineer

Oct 2022 - Mar 2024

Education

• Degree: Financial Accounting

  Major: Duration: Jun 2007 - May 2011
  

Brief Introduction

A technical support and customer service professional with over 9 years of experience in handling various accounts from different industries.

Skillset

• 9 years of relevant experience
• Troubleshooting
• Consultancy Skills
• Customer Service
• Process Improvement
• Production Environment
• API
• Data Management
• Data Sets
• C++
• Cascading Style Sheets
• Game Development
• HTML
• PHP
• Visual Basic .NET
• Adobe After Effects
• Information Technology
• Macromedia Flash
• Microsoft Office

Work Experience

IT Customer Service Associate - API Support

Jan 2023 - Sep 2024



• Provide technical support to resolve customer IT requests and issues
• Ensure proper documentation, notification, escalation, tracking and follow-up
• Log requests and issues and perform defined procedures to resolve
• Monitor systems and trends to prevent incidents, problems and errors
• Schedule, track and facilitate acceptance of changes to the production environments
• Assisting clients to develop and troubleshoot their applications which connect through our various APIs, whether for algorithmic trading or other purposes
• As a specialist, this will primarily be written support
• Assisting clients in the integration of API applications with third party software (such as charting software)
• Building and maintaining a resource library for clients, including program snippets, documentation, consultancy resources
• Assisting in developing custom tools for internal users including other teams in Customer Service

HR-BPO Analyst

Nov 2019 - Jan 2023



• Deliver HR services to our people and business leads. - Execute performance achievement and rewards processes
• - Oversee reporting and insights on metrics and trends impacting the business
• - Advise leadership on HR aspects of business strategies, issues and decisions
• - Design and deliver HR programs.

Customer Service Associate, Dispatch Specialist

Oct 2017 - Oct 2019



• Robinsons Cybergate ------- - Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
• Primary responsibilities are focused on customer contact, not transaction processing. - Monitor workflow and load to qualified technicians, evaluating and reassigning work as needed. - Provide updates and status information on the progress of work, escalating as appropriate
• - Read and analyze service orders and repair tickets ensuring they are processed accurately
• - Work with other departments to facilitate completion of orders and proper processing
• - Communicate with residential and/or business customers on appointments and order/repair status
• - Respond to incoming calls and chats to maintain appropriate service levels.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2010 - Jan 2014
  

Brief Introduction

To utilize her extensive experience in the call center industry as a Customer Service Representative to effectively address customer needs, provide outstanding support, and contribute to enhancing overall customer satisfaction for the company

Skillset

• 2 years of relevant experience
• Ring Central
• Mozart
• Salesforce
• Avaia
• Microsoft Excel
• Outlook

Work Experience

Customer service representative

Oct 2023 - Sep 2024



• Client: Logistics Tools Utilized: Salesforce, Avaia, Outlook, Microsoft Excel, and Word Handle claims processing efficiently and accurately. Manage inbound calls and correspondence with customers to address both front and back-office needs. Provide technical support to customers regarding website-related issues. Maintain a high level of professionalism and customer service during interactions. Reason for Leaving: Primarily seeking career advancement; desires a more challenging role and better prospects.

Customer service representative

Nov 2021 - Nov 2022



• Average Daily Call Volume: 100 Tools Utilized: Ring Central, Company website, Mozart Address inbound calls from customers regarding healthcare-related inquiries. Facilitate medication dispatches ensuring timely delivery. Provide guidance to customers, especially the elderly, on medication usage and dosage. Offer basic troubleshooting assistance for any issues customers encounter. Assist customers with order placement and reimbursement processes, ensuring a smooth experience. Reason for Leaving: Relocation of the office to a distant location from home.

Education

Brief Introduction

With over 12 years of extensive experience in Customer Service, Client Services, and Recruitment, I bring a diverse skill set to the table. My career spans more than 2 years as a Recruiter, encompassing the entire recruitment lifecycle from Sourcing to Offer, across various industries including Manufacturing, Banking, Pharmaceutical, Aviation, and Financial sectors in the US, Canada, and APAC regions. Additionally, I have 5 years of expertise in the backend of recruitment operations, managing Job Posting, Applicant Tracking Systems (ATS), Interview Scheduling, Offers, Hiring, Pre-employment, and Onboarding processes. Demonstrating strong leadership capabilities, I have effectively managed teams of up to 12 members, providing guidance, training, and fostering a culture of continuous improvement. Notably, I have been instrumental in generating analytical and comprehensive recruiting reports while spearheading process management and implementation initiatives.

Skillset

• 10 years of relevant experience
• Managerial Skills > Team Management
• Cost Effectiveness
• Performance Management
• Client Services
• SLA
• Contract Agreements
• Contract Renewals
• ATS
• Onboarding Process
• Client Communication
• RingCentral
• Bullhorn
• Taleo
• Ceipal
• Lean Six Sigma Yellow Belt
• Lean Six Sigma Red Belt
• Recruitment Process

Work Experience

Employee Engagement Manager

Jan 2023 - Sep 2024



• Manage a team responsible for onboarding and administration processes, ensuring efficient and smooth operations. Collaborate with HR to enhance performance management processes, providing valuable insights and recommendations. Offer guidance on performance improvement plans and employee development strategies to foster a high-performing team. Oversee benefits reconciliation, COBRA administration, employment verifications, and actively participate in making payroll decisions. Conduct counseling and termination processes for consultants when necessary, ensuring adherence to company policies and legal regulations. Handle processing of Off billing and manage HRIS system, ensuring accurate and up-to-date employee records. Assist Operation and Account Managers with job requisition processes and agency approvals, facilitating smooth workflow. Work closely with the CEO and COO to implement operational strategies in HR/onboarding, employee relations, payroll, and administration. Collaborate with the Marketing and Sales teams to develop portfolios showcasing the company's capabilities. Serve as a liaison between employees and management, addressing concerns and fostering open communication channels. Partner with Account Managers and clients to identify and resolve workplace issues, implementing effective solutions to enhance productivity and employee satisfaction.

MSP - Program/Advisory Consultant

May 2022 - Sep 2024



• Influences internal buyers or hiring managers regarding their talent acquisition needs. Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions. Creates custom talent acquisition strategies per requisition based on hiring managers’ talent challenges. Collaborates with internal teams, including Program Managers and Engagement Coordinators/Specialists, to ensure consistent outcomes for clients, suppliers, and candidates. Offers subject matter expertise in talent acquisition, domain knowledge, industry, contingent labor, etc. Provides guidance to Engagement Coordinators on requisition supplier distribution and resume shortlisting strategies. Guides customers through managing all stages of requisition activity using VMS technology. Oversees VMS technology usage to ensure optimal, cost-effective, timely, and high-quality results. Provides oversight, training, and leadership to enhance end-user community and supplier partnerships. Works with Supplier Partnership Manager to identify supplier gaps or expansion opportunities within the program. Cultivates positive relationships with Pontoon MSP suppliers through regular communication. Manages and coordinates client and supplier interactions within assigned market area or skill set. Assists Program Manager and Supplier Manager in conducting program Standard Operating Procedures (SOP) training and updates for the supplier community. Communicates program procedural changes and updates to Pontoon MSP suppliers and client users promptly. Ensures suppliers effectively manage employee onboarding, relations, orientations, reviews, and offboarding activities. Builds and maintains proactive, positive relationships with client end users through regular communication. Conducts site visits and fosters communication with client end users within assigned market area or skill set. Supports supplier assessment efforts and updates as required. Participates in special projects and fulfills other assigned duties.

Lead Recruitment Specialist

Jun 2021 - May 2022



• Managed a team consisting of 2 Coordinators and 1 Sourcer for the Account, overseeing their performance and ensuring alignment with objectives. Led training sessions and generated comprehensive reports for the team's ongoing development and performance evaluation. Collaborated closely with Clients and On-Site Recruiters to facilitate seamless process implementation and execution. Worked in tandem with job candidates, external recruiters, and HR professionals to fulfill organizational hiring requirements. Proficiently utilized Applicant Tracking Systems (ATS) to effectively manage and monitor applicant pipelines. Orchestrated the candidate journey throughout the recruitment process, from interview scheduling to successful onboarding. Conducted testing, screening, and initial interviews to assess candidate suitability. Prepared informative materials and maintained databases of qualified candidates' contact details. Engaged with department heads, hiring managers, and staff to coordinate recruitment efforts and facilitate the hiring process. Reason for leaving: Better work opportunity.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2006 - Oct 2010
  

Brief Introduction

I seek for experiences that can further my growth as an artist and as an avid learner, in hopes of developing my own skills and reinforcing my values, while providing my abilities to contribute to the overall interests of my workplace and the creative industry through inspiration, integrity, and passion.

Skillset

• 4 years of relevant experience
• Animation
• Illustration
• Video Editing
• Photoshop
• After Effects
• Character Design

Work Experience

2D Animator and Illustrator

May 2022 - Dec 2023

Education

• Degree: Journalism

  Major: Duration: Mar 2013 - Mar 2018
  

Brief Introduction

Dedicated and detail-oriented professional seeking a General Accountant position where I can leverage my expertise in financial reporting, accounts payable and receivable management, and tax compliance to contribute effectively to the financial health and success of the organization. Eager to apply my strong analytical skills, proficiency in accounting software, and commitment to accuracy and efficiency in a dynamic and growth-oriented environment.

Skillset

• 6 years of relevant experience
• Accounts Receivable
• Quarterly Closing
• Disbursements
• Bank Reconciliations
• Monthly Closing
• Year-end Closing
• Payroll
• Quarterly Reporting
• Quickbooks
• Netsuite
• Government Dues
• English Communication Skills
• Microsoft PowerPoint
• Philippine Taxation
• Quick Learner
• Eye For Detail
• Microsoft Excel
• Microsoft Word
• Quarterly Reporting
• Financial Accounting

Work Experience

General Accounting

Aug 2021 - Sep 2024



• Monitoring and updating of Cash Position and Petty Cash Fund of the Company daily. Processing and posting of Accounts Payable and Accounts Receivable transactions in Cargowise system. Preparing and filing of mandatory government dues (BIR, Relief Sales Report, SSS, Philhealth, HDMF) for monthly/quarterly report and payment. Reporting of Check Disbursement and PCF Expenses monthly. Monitoring and following up receivables to customers thru email/phone weekly. Posting of Bank Reconciliation in Cargowise system monthly. Managing month-end closing and year-end closing. Maintaining files for all AP and AR transactions. Preparing employees' checks for every payroll.

Accounts Receivable Specialist

Jun 2020 - Jul 2021



• Assisted Manager for scheduled meetings and other paperwork. Monitored the status of all ongoing projects. Compiled all requirements for awarded and completed projects. Monitored and collected receivables. Engaged with all clients' concerns and requests. Handled Government Remittance (SSS, HDMF, Philhealth).

Tax Compliance Assistant

May 2018 - Jun 2020



• Received and addressed all client concerns via telephone and emails. Sent Tax Reminders and Application Forms to clients
• Filed applications for Business Permits, Renewals, and Taxes. Assisted Liaison with BIR, City Halls, and Banks application and payment concerns.

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Education

• Degree: Bachelor of Science

  Major: Duration: Sep 2024 - Sep 2024