Manager Customer Service

Tshika Dibaya Jean Rene

*** ****** *********** ******* *******

Muntinlupa City Phone: +639********* / +639*********

********@*****.***

Nationality: Congolese

SUMMARY

Dedicated customer service representative, motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients. Reliable and dependable in meeting objective and timely deadline, have the ability to handle multiple tasks concurrently without compromising quality and expectation. Proactive and able to work under pressure with little or no supervision.

HIGHLIGHTS

Service oriented

Conflict resolution expert

Courteous demeanor

Sharp problem salver

Energetic work attitude

WORK EXPERIENCE

Tshika Dibaya Jean Rene is a customer care analyst and a manager with 5 years works experience Certified IT Service Desk, and Quality Auditor. He has experienced working as Customer Care Analyst, Supplier Onboarding Manager, and Technical Support at Hubwoo Manila. Now working as IT Service Desk Analyst at Accenture. Handling two tasks, Critical Incident Management and Quality Audit.

November 2016 – To the Present French IT Service Desk at Accenture Philippines

Taking care of Critical Incident Management

Quality Audit

Translator

March 2014 - August 17, 2015 Global Customer Service Analyst at Hubwoo Manila

Answer customer calls, emails and tickets regarding existing accounts.

Make requested policy and account changes.

Respond to questions and concern about service, and escalate call or ticket appropriately.

Counsel customers on options for service and coverage

Consult with customers to evaluate needs and determine best options.

Upgrade service and offer additional service packages or options.

Consistently improve customer satisfaction through expert resolution of conflicts issues, and concerns.

Translation of clients requests, from French to English or English to French

June 2013 - March 2014 Technical Support at Hubwoo Manila

Handling customer request, and solving their problems

Creation and deletion of supplier account in the system once requested

Creation of internal and external users accounts

Training buyers and supplier on their catalog creation and how to use the tools

Documents translation (clients request, training material) from French to English or English to French

June 2010 - June 2013 Supplier Onboarding Manager at Hubwoo Manila

Monitoring all the Onboarding Processes

Planning events for clients (Meetings, Training workshops, and Seminars)

Supervising Suppliers dates to make sure that they are all complete.

Coordinating between departments and operating units in resolving day- to- day Onboarding and operational problems.

EDUCATION BACKGROUD

2012 to date: Master of Business Administration (Business Management), Adventist University of the Philippines

2004 – 2008 : Bachelor of Science in Information Management,

Adventist University of the Philippines

AWARD

July 2015: Certificate of awarded in appreciation for outstanding efforts in delighting Customers.

May 2015: Certificate of awarded in appreciation for outstanding efforts in delighting Customers.

January 2015: Certificate of awarded in appreciation for outstanding efforts in delighting Customers.

December 2013: Certificated of awarded in appreciation for perfect Attendance.

November 2013: Certificated of awarded in appreciation for perfect Attendance.

September 2013: Certificated of awarded in appreciation for perfect Attendance.

June 2013: Certificate of appreciation for the 3 years of dedicated service to Hubwoo.

May 2013: Certificate of awarded in appreciation for outstanding efforts in delighting Customers.

March 2008: Certificate of Excellence awarded in recognition of outstanding Academic Performance as an Information Management Student.

SEMINARS

Leadership and People Management Skills

Information Technology Seminar (JAVA Programming, JAVA Training Development, Dreamweaver 8

SAP Training

Information Security

SKILLS

Analytical thinking

Organizing resources and establishing business priorities.

Flexibility and ability to climb learning curves very quickly

Communication

Multi-tasking

Language translator

Problem solving and Decision making

Critical Incident Management

Quality Auditor

LANGUAGES

Business English

French Native

REFERENCES

Mr. Arnel V. Molina Mr. Nico Angelo C. Pili Mr. Alfred John Lajom

Project Manager Team Leader Critical Incident Manager

Accenture / Philippines Accenture / Philippines Accenture / Philippines

Mobile: +639********* Mobile: +639********* Mobile: +639*********

Contact this candidate