Claudette Marion Gonzaga

Claudette Marion Gonzaga B4 L6 Fraser St. Stonebridge Estates, Mabuhay Camona City, Cavite 4116 •-•- Education TARLAC STATE UNIVERSITY Bachelor of Science in Information Technology (Undergraduate) Tarlac City, PH -) Experience TCL ONLINE SERVICES INC. Muntinlupa City, PH Deputy Program Manager June 2023 – August 2024 • Support Program Management: Assists the Program Manager in planning, executing, and monitoring project activities to ensure alignment with organizational goals. • Coordination and Communication: Acts as a liaison between various stakeholders, including team members, clients, and upper management, to ensure clear communication and coordination. • Resource Management: Helps manage resources, including personnel, budgets, and equipment, to optimize project efficiency. • Risk Management: Identifies potential risks and issues and develops strategies to mitigate them, ensuring that projects stay on track. • Performance Monitoring: Tracks project progress and performance metrics, providing updates to the Program Manager and recommending adjustments as necessary. CAPITAL ONE PHILIPPINES Muntinlupa City, PH Senior Operations Representative October 2022 – June 2023 • Listens attentively to customers in order to address issues /questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed • Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures. • Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns. TCL ONLINE SERVICES INC. Muntinlupa City, PH Deputy Program Manager February 2020 – September 2022 • Support Program Management: Assists the Program Manager in planning, executing, and monitoring project activities to ensure alignment with organizational goals. • Coordination and Communication: Acts as a liaison between various stakeholders, including team members, clients, and upper management, to ensure clear communication and coordination. • Resource Management: Helps manage resources, including personnel, budgets, and equipment, to optimize project efficiency. • Risk Management: Identifies potential risks and issues and develops strategies to mitigate them, ensuring that projects stay on track. • Performance Monitoring: Tracks project progress and performance metrics, providing updates to the Program Manager and recommending adjustments as necessary. TCL ONLINE SERVICES INC. Muntinlupa City, PH Back Office Team Leader April 2018 – January 2020 • Team Management: Supervise and lead back office staff, providing guidance, support, and performance feedback to ensure high productivity and morale. • Process Improvement: Identify areas for operational improvement and implement best practices to enhance efficiency and effectiveness in back office processes. • • • • Task Coordination: Assign tasks and responsibilities to team members, ensuring workload balance and timely completion of projects. Performance Monitoring: Track and assess team performance metrics, providing regular reports to upper management and making data-driven recommendations for improvements. Quality Control: Ensure that all back office operations comply with internal policies, industry regulations, and quality standards. Reporting: Prepare and present reports on team performance, operational metrics, and project status to management. TCL ONLINE SERVICES INC. Muntinlupa City, PH Back Office SME October 2015 – March 2018 • Expert Guidance: Provide specialized knowledge and insights to inform decision-making, project planning, and strategic initiatives. • Training and Mentorship: Educate team members and stakeholders about specific topics, often through training sessions, workshops, or one-on-one mentorship. • Consultation: Offer advice and recommendations on best practices, processes, and methodologies related to their area of expertise. • Problem Solving: Assist in troubleshooting issues and developing solutions based on their extensive knowledge of the subject matter. • Research and Development: Stay updated on industry trends, emerging technologies, and best practices to continuously enhance their knowledge base. • Quality Assurance: Ensure that deliverables meet the required standards and align with established guidelines within their area of expertise. • Continuous Improvement: Contribute to the development and enhancement of processes, systems, and products based on their expertise. TCL ONLINE SERVICES INC. Muntinlupa City, PH Technical Support Representative July 2015 – September 2015 • Customer Support: Respond to customer inquiries via phone and email, providing timely and accurate assistance for technical issues. • Troubleshooting: Diagnose and resolve hardware, software, or network problems by following established procedures and utilizing problem-solving skills. • Guidance and Education: Offer clear instructions and guidance to customers on how to use products or resolve common issues, often providing step-by-step support. • Documentation: Maintain detailed records of customer interactions, including issues reported, resolutions provided, and follow-up actions taken. • Escalation: Identify complex issues that require further investigation and escalate them to higher-level technical support or relevant departments. • Performance Metrics: Meet or exceed performance targets related to response times, resolution rates, and customer satisfaction. SUTHERLAND GLOBAL SERVICES Tarlac City, PH Technical Support Representative November 2012 – October 2013 • Provided assistance to customers by answering phone / chat inquiries and requests. • Troubleshoots and extends remote technical help and support to assist customers in downloading, installation and configuration of Norton products. Professional Skills: Customer Service, Leadership, Decision-Making, Problem-Solving, Email Management, Time Management, Analytical and Strategic Thinking, Attention to Detail, Mentoring and Coaching Technical: Microsoft (Windows, Excel & Powerpoint), Windows and Mac Operating System, Email Systems (Outlook & Oracle Service Cloud), Microsoft Dynamics CRM Language: Filipino & English