Customer Service Manager
Resume:
OBJECTIVE
I am a creative, quick thinking problem solver with well- developed people skills, who will work hard to ensure that the company I work for achieves its goals. In turn I am looking for an employer who recognizes my potential and who is willing to help me grow and develop my professional skills further in the service desk industry.
EDUCATION
Perpetual Help College of Manila Bachelor of Science, Major in Nursing - 2005 – 2009
Training Courses
CBI Based Interviewing
Design Thinking
Milestone 3.0
Fundamentals of Data Analysis
Basic Automation
Cs200 Customer Service
Cs300 Customer Service
Cisco YellowBelt
Advanced Excel Training
Proficiency CPG Basic Customer Service Essential Skills Workshop Introduction to ITIL, Basic of ITIL
Continuous Improvement
Trust Equation in Management
Thought Leadership
Digital Transformation is CS
Client Value through CI
Tools:
ServiceNow Ticketing
Active Directory
Office Applications and Communication Tools
Kyla Erika A Cortez
e. adfhiu@r.postjobfree.com
EMPLOYMENT / EXPERIENCE
Infosys 2013 –Present (7 Years)
Incident Manager (Aug 2019 – Present).
•ServiceNow ticketing tool specialization
Validates and Monitors the number of open cases, making sure each is managed and worked on in a timely manner.
Lot Management (Lot 1 and 4) – Improvement on Reporting and Incident Management
Prevent issues from escalating by calibrating the whole team of the right/ most effective approach by Update Management
Liaise with engineers on Major Incidents
Tracks and Deep dive analysis on escalations
Acts as a point of escalation on incidents with complex nature and quality of service challenges
Drives scrum calls within Lots for Updates and highlights challenges to be communicated to stakeholders during governance
Team Lead (Feb 2018- Aug 2019)
Ensuring maximum efficiency and effectiveness of my team and its goals
Queue management making sure SLA Target within the covered shift is MET if not Exceeded
Contingency Planning for both short and long term goals for the team, members and clients
Subject Matter Expert (Jan2017 – Feb2018)
Coordinates with various teams and Global Counterparts to find and provide resolution to complicated and crucial issues within the corporate wing
Works with Technicians, Engineers and Analysts in resolving business impacting outages and downtimes issues in a timely manner
Handles Outage Management and End-User notifications with various teams and Global Counterparts to find and provide resolution to complicated and crucial issues within the corporate wing
Retail and Corporate IT Specialist (Apr 2015- Jan 2017)
Expertise in working with Point of Sale (POS) and store-fronting equipment including Retail peripherals and backend system
Experience in working with On-site Technicians, Store Managers and dispatchers remotely.
Level 1 IT ServiceDesk for Retail and Corporate (Apr 2015- Jan 2017)
Assisting end users on issues reported on store equipment and/or Office tools and applications
Logs tickets in ServiceNow. Monitor, track and provides end to end service
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