Customer Care Manager

Gilbert Q. Machica

*** ***** * ******** *** Francisco Lipa City Batangas

Contact No.: (043-*******

Mobile No.: +63-956*******

E-mail: *****.*******@*****.***

OBJECTIVE

Further expounding on my 14 years in experience and showcase my robust 6 years’ leadership know-how in mentoring and interpersonal skill set. I would tap on my multi-faceted skillset to ensure that there would be commonality with in the team driving them to achieve one goal. I would show tolerance in the face of travesty and great adversity in the hope that I could lead by example.

QUALIFICATIONS

●Exceptional versatility and adaptability.

●Strong interpersonal and communication skills.

●Ability to manage multiple tasks in a hectic environment.

WORK EXPERIENCE

●TELUS International Philippines (Araneta, Quezon City)

Service Desk Analyst

April 2017 – March 16, 2019 Responsibilities:

●Ticket Creation/Relation/Escalation to ensure proper routing to specific resolver team (Remedy and Service Now CRM)

●Provide Technical solutions to end users (i.e. ANI/ALI verification via putty, Active Directory Management, troubleshoot basic networking and computing related issues, basic email exchange support via Cortex, Token Management RSA/Gemalto/Entrust, mobile device management)

●Ensure proper engagement with resolver teams. i.e. coordination/collaborating via email, phone or IM

●Adherence to schedule so as to avoid missing out on SLA’s

●Process familiarization so as to avoid client escalation coupled with setting of realistic expectations to end users to ensure proper resolution and manage expectations

●VXI Holdings, Inc. (3F WalterMart Narig, Quezon City)

Operations Supervisor/Team Leader/Team Manager

(Phone and Internet Repair)

April 2015 – April 28, 2017 Responsibilities:

●Handles Technical and Customer related escalation

●Ensure that SLAs are met whilst upholding the values of company

●Coaching for excellence for both skills related and behavior issues

●Mentoring the next breed of career driven personnel

●Driving compliance on matrices that matter to the program

●Teach back sessions performed with the team

●Proactively providing assistance to needy team members

●AFNI Philippines (Commonwealth Ave, Quezon City)

Project Coach/Operations Supervisor/Team Leader/Team Manager

(Mobile Telco: Collections/Customer Care)

Nov 2013 – November 2014 Responsibilities:

●Handles financial and care-related escalations.

●Handled the CFS agents (CFS+Care rep level 1)

●Provides mentoring and coaching for reps

●Supervises day to day operation on a team level

●Provides updates and targets set by the client/program to reps

●Overall POC for the employee Engagement (incentive/Activities) for the CLUSTER

●Teletech Customer Care Management Philippines, Inc. (Cyber gate 3 Pioneer, Mandaluyong City)

Operations Supervisor/Team Leader/Team Manager

(GSC/SOC/NOC)

August 2010 – October 2013 Responsibilities:

●Ensure proper engagement with resolver teams. i.e. coordination/collaborating via email, phone or IM

●Maintain SLAs according to service agreement with all Clients

●Ensures that all process related enquiries are answered for Engineers

●Ensures Health Checks are performed for CISCO Devices (UCCE, ICM and IPT)

●Manages customer requests via email, Eservice Portal as well as ALERT portal (Solar winds)

●Review Cases for L1 engineers and ensure that their Cases are up to date

●Collaborates with manager for Process improvements

●Trains and Mentors L1 engineer

●Provides Feedback and Escalation to Engineers

●Teletech Customer Care Management Philippines, Inc. (Novaliches, Quezon City)

Level 2 Technical Support Representative/Resolutions Specialist Badge:453381

(Desktop and Portable: Hardware and Software Support)

September 2007 – August 2010 Responsibilities:

●Handles technical and customer-related escalations.

●Supports Level 1 agents with their calls (Policy-related, Technical (Hardware and Software Troubleshooting)

●Conducts up-training for Level 1 agents.

●Provides coaching sessions to Level 1 agents for technical knowledge development and improvement in their metrics.

●Advises L1 agents with regards to hardware troubleshooting and decisions pertaining to service calls and dispatches.

●Responsible for cascading updates from client (Product, HW or SW related issues, Policies)

●Acts as POC for the team if the Team Leaders are attending a meeting or training.

●Ensures that all updates are disseminated to Level 1 agents and that all are getting enough support to attain customer experience and first call resolution.

●Assigned as Area Lead POC overseeing other 3 RSs and in-charge of disseminating important updates.

●Teletech Customer Care Management Philippines, Inc. (Novaliches, Quezon City)

Level 1 Technical Support Representative (Remote Computer access) (non-voice)

Dec 2006 – April 2007 Responsibilities:

●Level 1 Agent for Geek Squad, providing pc support using remote access.

●Provides remote desktop support to consumers abroad. Focusing mainly on virus and spy ware removal and computer optimization.

Tools used: LogMeIn Rescue, Anti-Spyware and Anti-Virus Tools

●Teletech Customer Care Management Philippines

Customer Service Representative (Technical Support)

Sept 30, 2005-Dec 2006 Responsibilities:

●Provides phone and e-mail support for the product line of a digital imaging account.

●Kana Certified Rep

EDUCATIONAL BACKGROUND

(Tertiary Level)

June 1999 – September 2000 Adamson University

Bachelor of Science in Computer Science

June 2001 – March 2003 University of Santo Tomas

Bachelor of Science in Tourism

SKILLS/CERTIFICATIONS:

Proficient in:

●The following operating systems: Windows 10, Windows 7, Vista, XP, 2000, 98 and 95.

●MS Office (Word, Excel and PowerPoint)

●PC Troubleshooting (Hardware and Software – Desktops and Portables) over the phone or with RDP (Go to Assist, MSRA and Dame

ware)

●PC Networking (i.e. LAN/WAN or Wi-Fi Connectivity, Router Settings)

●ITIL v3 Foundation Certificate in ITSM

Has basic knowledge on:

●Windows NT and ME

●Digital Cameras and Photography

PERSONAL INFORMATION

Date of Birth: 21st of July 1982

Languages Spoken: English and Filipino

Traits: Hardworking, fast-learner and a troubleshooter and possesses remarkable interpersonal skills.

REFERENCES

Katrina Olga Moraleda – 091******** (Teletech Human Capital Manager)

Rigelle “Jao” Salabit Disu – 091******** (VP/Operations Lead) JPMorgan Chase&Co.

Ann Michelle Ng – 091*-******* (Former Manager/Mentor)

Janet Jay Jacinto – 091*-******* (Teletech NOC Manager)

Contact this candidate