CARMELINE D. PURACAN

Mobile : +1-403-***-****

Email : ac8hwr@r.postjobfree.com

SKILLS

Technical Skill Excel, MS Word, Powerpoint, Outlook, Sharepoint, IT Service Management, Incident Management

Certification ITIL V3 Foundation (Credential ID 5062274.20280329) Soft Skills Call Handling, Email Etiquette, Customer Service, De-escalation, Team Management, Coaching, Recruitment, Training, Procurement, Event Planning EXPERIENCE

Deputy Chief of Operations

Accenture, Cebu City Philippines (April 2016 to July 2018)

• Monitored each agent's performance by ensuring that all their metrics are met

• Worked with the Quality Team to assess problem areas and come up with solutions

• Communicated with the client team to ensure that staffing requirements and SLAs are met real time

• Provided regular one-on-one coaching with agents regarding performance and areas for improvement

• Set up team meetings to make sure all resources are aware of any updates on processes, as well as discuss important issues and KPIs

• Generated reports on attendance and metrics

• In charge of procurement of the necessary electronics and office supplies for the project, as well as items for rewards and recognition

• Served necessary warnings and disciplinary actions to resources that have not reached their target metrics as well as those that committed infractions

• Conducted project trainings on communication and customer service

• Conducted interview and screening of internal and external applicants interested in joining the project

• Plan team events to ensure work-life balance and promote camaraderie within the team Shared Services Desk Analyst – Incident Management Accenture, Cebu City Philippines (July 2011 – March 2016)

• Monitored the support mailbox to ensure that all incidents and service requests are logged and resolved on time

• Received inbound calls from clients and logged each interaction in Remedy as an incident or service request

• Managed and monitored incidents to make sure that SLAs are met

• Set up regular meetings and bridge calls with clients as the need arises Customer Service Admin – Back Office Support

Accenture, Cebu City Philippines (March 2008 – June 2011)

• Performed outbound calls to customers to confirm name, credit/debit card details and delivery address for orders made from a TV shopping channel

• Updated customer information in the database as needed

• Upsell additional products and services to customers

• Answered customers’ queries and complaints over the phone, emails and snail mail

• Performed back office tasks such as refunds, returns and order tracking

• Performed ad hoc tasks such as generate reports and other tasks assigned by the lead

• Ensured that topnotch customer service is given to each customer in every interaction Technical Support Representative

Sykes Asia Inc, Cebu City Philippines (September 2003 – April 2005)

• Received inbound calls from customers asking assistance on computer, email and internet concerns

• Provided Tier 1 troubleshooting and resolution to computer, email or internet connection concerns from customers

• Escalated issues to Tier 2 that cannot be resolved at Tier one.

• Ensured that the best customer service is given to each customer in every interaction Customer Relationship Officer

Mitech Technologies, Mandaue City Philippines (April 2003 – September 2003)

• Answer incoming calls from clients

• Receive, file and process Purchase Orders

• Periodically call clients to make sure their equipment purchased from the company is working properly

• Schedule technicians for regular preventive maintenance checks and repairs to client sites EDUCATION

Certificate in Professional Education

Cebu Normal University, Cebu City Philippines

Bachelor of Science in Computer Science

Cebu Doctors’ University, Cebu City Philippines

PERSONAL DETAILS

Gender Female

Date of Birth February 25, 1982

Nationality Filipino

Address Unit 301-140 10th Avenue SW, Calgary, Alberta T2R 0A3 Languages known Filipino, English

REFERENCES

Flora May Ablang

Change Project Manager, HSBC Retail Banking and Wealth Management 647-***-****

ac8hwr@r.postjobfree.com

Raymond Gobui

Senior Manager, Accenture Philippines

ac8hwr@r.postjobfree.com

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