Eliza S Casipagan

ELIZA SANTOS CASIPAGAN Contact Number: - Email Address:-Home Address: Blk 5 Lot 16 Visitation Street Sacred Heart Village Caloocan City Career Perspective / Objective: ➢ To progressively utilized and gain knowledge, so as my experience in an institution/company that equally provide opportunity and growth to his people. To influence people to believe on what they can contribute to remark legacy on their work, to encourage and inspire people that working is not just for living but also for learning and reflects each person’s behavioral representation. Educational Attainment: College School: BS in Electronics and Communications Engineering Associate Degree – (3rd year / Graduate). Polytechnic University of the Philippines Sta. Mesa, Manila Philippines Secondary and Elementary: CZM – CHS Annex Graduate with honor and recognitions with certain Academics. Quezon City, Philippines (2002) (1998) Employment Detail: United Health Group December 2014 – February 2017 SME Intern November 2015 – February 2017 ➢ Handling Newbie Academy and Carebay UES Initiative. ➢ The initiative includes conducting go green sessions and refresher for topics that agents having difficulties with. ➢ To encourage and drive agents to perform at their best to provide world class customer service. ➢ Monitoring agents’ statistics, in order to gauge their strengths and areas of improvements – for continues growth and be company’s asset. ➢ Collaborate with their reporting AM and supervisors to properly set goal. OJT Coach ➢ Handling new hire agents, by guiding and assisting them to properly to build better product knowledge and work behavior. ➢ Guiding agents to manage their statistics in accordance to service level. Convergys Corporation Philippines Level 2 - Support Specialist October 2013 – November 2014 ➢ ➢ ➢ Taking escalation / supervisor’s call from Level Agents Serves as callback team for the assigned cluster. Resolve issues in expected SLA. Daimler Inc. Singapore May 2010 – February 2012 Client Support Executive - CoCFS Operations Team (May 2010 – Dec.2011) IT PROJECT COORDINATOR/HELPDESK/DESKTOP SUPPORT ROLE ➢ Attending email and phone query about software issue of client from China, Japan, Korea, Singapore, Taiwan, Australia, India and all other countries that softwares are being catered by the company. ➢ Configures and Setup Users’ Laptops and Desktop. Installation of necessary softwares. ➢ Installation of additional softwares with appropriate approval from Dept. Head. ➢ Softwares being supported includes: Web Applications – for HR, Procurement, Sales and Marketing, Customer Front-End Tools. Common Softwares like SAP for Finance and Accounting Dept. ➢ Network Monitoring. Maintenance of Applications and Database Server of different countries. Activities such as application patches and deployment of SQL scripts on Production/ LIVE and Testing /UAT environment. ➢ Maintenance of Web Application, activities like – replacing the image, changing the price/interest rate etc. Also, maintenance for applications in iPhone and iPad that catered by the company for customer usage. ➢ SAP Level 1 Administration: such as account management, file manual uploading and scripts running. ➢ Logging and tracking of Request, Incident and Problem tickets (CISM). ➢ Coordinates with Service Delivery, Projects Team for the transition of support before project will golive (launch) ➢ Securing Documentation, such as Operational Steps, Trouble Shooting, Technical and User Manual. PERSONAL PARTICULARS: Birthdate: Birthplace: Height: Weight: 03 September 1981 Caloocan City, Philippines 5’3” 120 lbs.