NERIZA G. RUMBAUA

July **, ****

099********

Iglesia Ni Cristo

Blk.10 lot 1 Asamba Cpd. Sitio Mendez Baesa, QC

Email add: adl93r@r.postjobfree.com

Summary of Qualifications

Top-performing Analyst with more than 7-year track record in in customer service with technical support background record keeping and general office management, planning, monitoring, and workforce function in a Business Process Outsourcing Operations. Well-versed in oral and written communication, multitasking and perseverance to task completion. Proficient in Customer Service, Workforce and Service Desk role; handling multiple accounts and Performance & metrics of employees, advance knowledge about IT support and resolve network, hardware and software issues with computers using multiple tools. Hands on knowledge in improving overall efficiency. Strong background in MS Word, Excel, PowerPoint and Outlook.

EDUCATIONAL BACKGROUND

TERTIARY New Era University 2008- 2012

Diliman, Quezon City Graduate

DEGREE Bachelor of Arts in Mass Communication

SECONDARY Judge Juan Luna High School 2004-2008

Del Monte, Quezon City

PRIMARY Karis Christian Academy 1998-2004

Baesa, Quezon City

WORKING EXPERIENCE

Wipro (July 27, 2018 – Jan 5,2021)

SPGlobal S&P Global Inc. (prior to April 2016 McGraw Hill Financial, Inc., and prior to 2013 McGraw-Hill Companies) is an American publicly traded corporation headquartered in Manhattan, New York City. Its primary areas of business are financial information and analytics.

oService Desk Analyst Level 2

oPerform 2nd level support for Request and Incident Fulfillment

oUnderstand the use of MS Active Directory, LDAP, SCCM, Citrix, AWS, Azure, MFA, VPN, Networking, Jira, Zendesk, Service Now, Vayusphere, basic troubleshooting for Oracle, SQL, CTS, Cloud, MacOS and other internal app.

oPromoted as RDS (remote desktop support)

oKnowledge about RDP, remote access, port forwarding

oInstall and configure computer software applications

oWeekly Collaboration with the management to provide continual service improvement our service desk processes

oTake escalation calls from VIP users

oLog all ticket according to the user’s concern (request or incident)

oAlways document each call

oExcellent and strong attention to details

oSupport user by performing system test and updates after each troubleshooting

oReset passwords for all employees depends on their domains

oConfigure and repair Outlook issue

oTaking ownership of the assigned tickets from creation to completion

oTaking inbound calls, chats, email and ticket from colleagues depends on assigned regions

oCoordinate with other resolver team to mainly identify the root cause of the issue and to have it resolved.

oAttending conference bridge call with all the resolver team to fix outages

oAssist end user by continuous improvement of support methods, enhancing remote desktop support

oUse to maximize a day by resolving more than 20 ticket per day

oFocus on first call resolution

oParticipate in creating Knowledge Base as to help colleagues

oWork closely with all IT Services group in doing collaborations

oMaintain good CSAT score

oMaintain good Assignment Accuracy by having more than 98% per month

VXI Global (Nov 12, 2015 –June 2018)

Rapidly grew vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. Belongs to the ranks of the top 50 telemarketing companies in the United States.

o Workforce Specialist RTA

o Real Time monitoring

o Business Report Analyst (interval, daily, weekly & monthly reports)

o Coordinate with various departments including clients and center on

a daily basis on staffing levels and production efficiency maximization .

oTier II Tech Support ATT Uverse

oCustomer Care

oDeals with hard core troubleshooting

oOnline Account specialist – password reset

oEmail Troubleshooting

Convergys (April 2015 – October 2015)

AT&T, Inc. is a holding company, which engages in the provision of telecommunications

and digital entertainment services.

oTechnical Support Representative – prepaid mobile account

oCustomer Care

oBilling Adviser

oDeals in Data/Phone Troubleshooting

oSuspend/Restore Lost Phone

Expert Global Solutions EGS (September 2014 – February 16, 2015)

Barclays PLC (Account) is a British multinational investment bank and financial services company headquartered in London.

oRelationship Manager / Technical Representative –

oOnline Billing Specialist

oCash Collection

oDeals with Care Issue

Wipro (November 12, 2012 September 12, 2014)

British Telecommunications PLC (Account) provides communication services worldwide. Its offers a range of home phone products and calling plans; ADSL broadband services; TV and mobile services, provides postpaid and prepaid mobile services; a range of 4G mobile phones, tablets, connected devices, and mobile broadband devices.

oFloor Walker / Support- assist agents on difficult queries, takes supervisory calls

oBusiness Billing Adviser

oCash Collection

oOnline Billing Adviser / Products Promoter

oDeals with Complaints / Billing Disputes

oDeals with Basic Troubleshooting

Skills

Strong interpersonal skills

Excellent organizational skills, ability to do multiple priorities

Has strong attention to details

Team Player / can work as an individual and work as a team

Multi-tasking skills

Can work under pressure

Has a very bright personality

Managing other resources to solve the issues

A Fast learner and willing to accept any corrections

Solve problems in a very Professional and calm way

CHARACTER REFERENCES

Jaime Antonio Borbon Ning Tayao

Citi Bank Workforce Operation Manager 092******** 099********

Contact this candidate